Servicenow ITSM Architect

APN Consulting, Inc. is a progressive IT staffing and services company offering innovative business solutions to improve client business outcomes. We focus on high impact technology solutions in ServiceNow, Fullstack, Cloud & Data, and AI / ML. Due to our globally expanding service offerings we are seeking top-talent to join our teams and grow with us.

Direct client requirement
Job title: ServiceNow ITSM Architect
location: Cincinnati, OH
Job type: contract

Job description
We are seeking an experienced ServiceNow ITSM Architect to play a key role in designing, implementing, and optimizing IT Service Management (ITSM) solutions. This role will be responsible for governance, architecture, and process design, ensuring compliance with industry-specific audit requirements while enhancing ITIL-based processes.
As part of a collaborative team, you will work closely with data, ITSM tools, and internal stakeholders to continuously improve ITSM features and capabilities. You will bring technical expertise, strategic thinking, and a strong ability to navigate complex business challenges.

Key Responsibilities:

• Lead the design and development of ServiceNow ITSM solutions to support enterprise-wide service management strategies.
• Serve as the architect and owner of the organization's ServiceNow platform, ensuring alignment with ITIL best practices.
• Oversee ServiceNow upgrades, feature evaluations, and product roadmaps to drive innovation and efficiency.
• Develop and maintain ITSM modules, including Incident, Change, Problem Management, and Self-Service Portal.
• Design and implement workflows, policies, and system integrations to enhance ITSM capabilities.
• Facilitate ITSM practice discussions, driving intuitive employee experiences through ITSM tools and surrounding applications.
• Establish and maintain strong relationships with business stakeholders, IT teams, and external partners.
• Ensure compliance with governance standards and lead change management efforts related to ServiceNow implementations.
• Stay current with ServiceNow advancements, architecture updates, and industry trends.
• Act as a trusted advisor and escalation point for complex ServiceNow issues and process improvements

Required:

• 4+ years of experience as a ServiceNow Architect or in ServiceNow implementation.
• ServiceNow Certified System Administrator (CSA) or demonstrated hands-on experience in ServiceNow administration.
• Expertise in ServiceNow ITSM modules, CMDB, and ITIL frameworks.
• ITIL v4 Foundation Certification.
• Proven experience translating business requirements into scalable ServiceNow solutions.
• Strong problem-solving skills, stakeholder management, and ability to drive ITSM practice adoption.
• Excellent verbal and written communication skills, with the ability to influence decision-makers.
• Ability to work independently and collaboratively, bringing a sense of urgency to tasks

Preferred:

• BS or higher in Computer Science, Engineering, or related field.
• ServiceNow Implementation Specialist or Application Developer certification.
• Experience with advanced scripting (client/server-side) in ServiceNow, including Jelly scripting.
• Strong background in enterprise ITSM software and integrations.

We are committed to fostering a diverse, inclusive, and equitable workplace where individuals from all backgrounds feel valued and empowered to contribute their unique perspectives. We strongly encourage applications from candidates of all genders, races, ethnicities, abilities, and experiences to join our team and help us build a culture of belonging.