Job Description
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Core Responsibilities 1. Architecture & Solution Design - Design end-to-end scalable, secure, and high-performing architecture for ITSM and CSM implementations.
- Translate business requirements into well-architected solutions aligned with ServiceNow best practices.
- Define data models, integrations, workflows, and UI experiences across ITSM and CSM modules.
2. Stakeholder Collaboration - Work closely with business and IT stakeholders to gather requirements and align ServiceNow capabilities.
- Act as the primary point of contact for client architecture discussions and design approvals.
- Guide the pre-sales team with solutioning and effort estimation.
3. Implementation Oversight - Lead and govern technical implementations across ITSM (Incident, Problem, Change, Request, CMDB) and CSM (Case Management, Entitlements, Contracts).
- Ensure delivery aligns with defined architecture and standards.
- Provide oversight on ServiceNow configuration, customization, and integrations.
4. Governance & Best Practices - Define and enforce coding standards, platform security, and governance guidelines.
- Set up CI/CD pipelines, DevOps best practices, and upgrade strategies.
- Perform code reviews and architectural audits.
5. Integrations & Automation - Architect integrations with external systems (CRM, ERP, Telephony, APM, etc.).
- Leverage Integration Hub, REST/SOAP APIs, and MID Servers effectively.
- Design automation flows for proactive support and ticket deflection using Virtual Agent, Predictive Intelligence, and Flow Designer.
6. Knowledge & Mentorship - Guide and mentor development teams, BA teams, and platform administrators.
- Create knowledge artifacts and reusable design templates.
- Stay updated with new ServiceNow releases and ensure roadmap alignment.
7. Reporting & Dashboards - Design custom and out-of-the-box performance analytics, reports, and dashboards for IT and customer service operations.
Qualifications: Qualifications
Technical Skills Required - Deep expertise in ServiceNow ITSM and CSM modules.
- Hands-on experience with Flow Designer , Virtual Agent , CSM Playbooks , ITIL processes , and CMDB.
- Strong understanding of platform architecture , ACLs , notifications , and form/UI policies.
- Familiarity with Performance Analytics , Now Experience UI Framework , and Agent Workspace.
- Integration Hub, REST/SOAP APIs, SSO, OAuth, and MID server expertise.
Certifications (Preferred) - ServiceNow Certified System Administrator (CSA)
- Certified Implementation Specialist - ITSM
- Certified Implementation Specialist - CSM
- ServiceNow Certified Application Developer (CAD)
- TOGAF or similar enterprise architecture certification (nice to have)
Additional Information
Location: Remote (Candidates must be based in the USA)
Why Join REDE? - Join a fast-growing ServiceNow-focused firm with a strong presence in the USA, EU, and India.
- Work on high-impact projects with Fortune 500 companies.
- Be part of a Center of Excellence (CoE) for ServiceNow IRMGRC, ITAM and ITOM
- Opportunity to lead implementations and be at the forefront of digital transformation.
- Competitive salary and performance-based incentives.
- Flexible work hours and a remote-friendly culture.
Ready to Apply? If you are a hands-on professional who thrives in dynamic environments and wants to make a real impact - we'd love to hear from you.
Send your updated resume to: hr at Subject:
Senior ServiceNow ITSM+CSM Architect - USA Note: Remote Candidates must be based in the USA
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