Job Description

The ServiceNow Architect plays a critical leadership role in designing, governing, and expanding the enterprise ServiceNow platform within a large telecommunications environment. This role is responsible for developing scalable technical architectures, ensuring platform best practices, and guiding end-to-end solution design across ITSM, ITOM, CMDB, HRSD, and custom enterprise workflows. The ideal candidate combines deep ServiceNow expertise with strong business acumen and the ability to translate telecom-specific operational needs into resilient, automated, and efficient ServiceNow solutions.
Key Responsibilities
Architecture & Solution Design
Lead the design and implementation of scalable ServiceNow architectures aligned with telecom industry standards and operational models.
Develop high-level and detailed technical designs for modules such as ITSM, ITOM (Discovery, Service Mapping, Event Management), CMDB, CSM, HRSD, and custom applications.
Define ServiceNow integration strategies for OSS/BSS systems, monitoring tools, network management platforms, and telecom operational workflows.
Drive platform governance, including coding standards, guardrails, design patterns, and performance optimization.
Platform Leadership & Delivery
Serve as the technical authority for all ServiceNow initiatives, ensuring solutions adhere to enterprise architecture, security, and compliance requirements.
Provide architectural oversight across development, configuration, upgrades, and enhancements.
Collaborate with product owners, business SMEs, and delivery teams to translate telecom operational processes-such as provisioning, network management, field services, and incident/problem management-into platform capabilities.
Lead and mentor ServiceNow developers, administrators, and business analysts.
Integration & Automation
Design and oversee integrations using IntegrationHub, REST/SOAP APIs, web services, MID servers, and orchestration workflows.
Implement automation strategies to streamline network operations, service fulfillment, device provisioning, change control, and telecom-specific event correlation.
Ensure robust CMDB design and accuracy, aligning with telecom asset hierarchies, network inventories, and service models.
Quality, Performance, & Governance
Establish standards for testing, documentation, release management, and environment strategies (dev/test/prod).
Ensure platform stability, performance tuning, and optimized data structures.
Conduct regular architecture reviews, ensuring solutions meet business needs, scalability requirements, and security best practices.
Required Qualifications
Technical Expertise
8+ years of hands-on experience in ServiceNow design, development, and architecture.
Proven experience architecting ServiceNow implementations within large-scale telecommunications or complex enterprise environments.
Strong expertise in ServiceNow modules:
ITSM, ITOM, CMDB, CSDM
Discovery, Service Mapping, Event Management
IntegrationHub, Flow Designer
HRSD, CSM (an asset)
Deep understanding of telecom network operations, service delivery models, OSS/BSS ecosystems, NOC processes, and inventory management.
Experience with integrations to monitoring tools (e.g., SolarWinds, Dynatrace, Splunk), network management systems, and legacy OSS systems.
Leadership & Soft Skills
Strong communication skills with the ability to influence senior stakeholders and present complex architectures.
Demonstrated experience leading cross-functional teams in Agile/SAFe settings.
Ability to develop architectural roadmaps and guide enterprise ServiceNow strategy.
Excellent problem-solving skills with a focus on quality, scalability, and continuous improvement.
Education & Certifications
Bachelor's degree in Computer Science, Engineering, or related field (or equivalent experience).
ServiceNow Certified System Administrator (CSA) - required.
ServiceNow Certified Implementation Specialist (CIS) certifications (ITSM, ITOM, CMDB, etc.) - strong assets.
ServiceNow Certified Application Architect or Certified Technical Architect - preferred.

Skills Required