Job Summary
The ServiceNow Technical Architect combines deep technical expertise with strategic advisory capabilities. The role involves hands-on configuration and development across major ServiceNow modules while contributing to pre-sales activities, including proposal development and Statements of Work (SOWs). The Technical Architect serves as a trusted advisor to clients, helping maximize ServiceNow investments through strategic roadmaps, platform governance, process optimization, and scalable technical solutions.
Key Responsibilities
• Lead client engagements to assess current ServiceNow capabilities and define future-state process and platform strategies.
• Develop platform roadmaps aligned with business goals and technical priorities.
• Conduct business value assessments and recommend adoption strategies across ITSM, ITOM, ITAM, HRSD, SecOps, GRC, and CSM.
• Design and implement governance models, KPIs, and process improvement frameworks.
• Facilitate client workshops to gather requirements, align stakeholders, and drive consensus on solution design and implementation plans.
• Apply business process knowledge to map client needs to ServiceNow capabilities and identify opportunities for automation and optimization.
• Configure and customize ServiceNow modules including Incident, Problem, Change, Knowledge, CMDB, Discovery, HRSD, and other applicable modules.
• Perform health scans, technical debt analysis, and platform scalability assessments.
• Manage integrations with third-party tools such as Qualys, Tenable, SCCM, and JAMF.
• Ensure ServiceNow platform implementations conform to best practices and licensing strategies.
• Collaborate with sales and delivery teams to develop proposals and Statements of Work for ServiceNow engagements.
• Estimate effort, define scope, and align deliverables with client expectations and budget requirements.
• Support pricing strategies and resource planning for advisory and implementation phases.
• Lead client presentations and communicate technical recommendations effectively.
Required Qualifications
• 7+ years of hands-on ServiceNow experience across multiple modules.
• Proven experience in advisory consulting and technical delivery.
• 3+ years of experience with ServiceNow architecture, scripting, workflows, and integrations.
• 2+ years of experience with proposal writing, SOW creation, and client presentations.
• 2+ years of experience leading client workshops and translating business processes into technical solutions.
• Strong communication and stakeholder engagement skills.
• Active TS/SCI clearance with SCIF access capability is required.
Certifications
• Senior: ServiceNow CSA, CIS certifications in two or more of the following: ITSM, ITOM, ITAM, HAM/SAM, HRSD, Discovery; PMP or equivalent; and ITIL Foundation.
