Description

Key Responsibilities

ServiceNow Platform Architecture

• Design and govern the ServiceNow ecosystem across ITSM, ITOM, and ITAM modules.
• Define scalable architecture, best practices, and implementation standards for ServiceNow deployments.
• Ensure alignment between CMDB, Asset Management, Discovery, Service Mapping, and operational processes.
• Lead platform design decisions and provide technical leadership throughout project lifecycles.

CMDB & CSDM Leadership

• Design and maintain enterprise CMDB architecture, data models, class structures, and CI relationships.
• Drive implementation and adoption of the Common Service Data Model (CSDM).
• Establish governance processes for CMDB data quality, reconciliation, normalization, and lifecycle management.
• Configure and optimize Discovery, Service Mapping, Identification & Reconciliation Engine (IRE), and related CMDB capabilities.
• Define application, service, and infrastructure modeling strategies that support IT operations and business outcomes.

Hardware Asset Management (HAM)

• Lead end-to-end Hardware Asset Management implementations.
• Design and manage asset lifecycle processes including procurement, receiving, deployment, inventory management, refresh, retirement, and disposal.
• Ensure asset and CMDB alignment to provide accurate visibility and compliance reporting.
• Develop governance processes to improve asset tracking and operational efficiency.

Software Asset Management (SAM)

• Lead Software Asset Management initiatives including software discovery, entitlement management, license compliance, and renewals.
• Design optimization strategies for software utilization and cost reduction.
• Implement software normalization, reclamation, compliance monitoring, and vendor management processes.
• Partner with stakeholders to manage audit readiness and software governance.

Technical Delivery & Integrations

• Develop, review, and troubleshoot ServiceNow scripts including Business Rules, Script Includes, Flow Designer, Integrations, and Automation solutions.
• Design and implement integrations between ServiceNow and external enterprise systems.
• Ensure adherence to coding standards, performance best practices, and security requirements.
• Support platform upgrades, enhancements, and continuous improvement initiatives.

Client & Team Leadership

• Work directly with business stakeholders, IT leadership, and clients to gather requirements and define solutions.
• Translate complex technical concepts into clear business language and architectural decisions.
• Facilitate architecture workshops, solution reviews, and governance discussions.
• Mentor developers, administrators, and implementation teams on best practices and platform standards.
• Provide leadership during project planning, design, implementation, and go-live activities.

Required Qualifications

• Bachelor's Degree in Computer Science, Information Technology, Engineering, or related field.
• 8-12 years of total IT experience.
• Minimum 8 years of hands-on ServiceNow experience.
• Proven experience delivering enterprise-scale ServiceNow implementations.
• Strong hands-on expertise in:
  • CMDB Design & Governance
  • Discovery
  • Service Mapping
  • CSDM
  • Hardware Asset Management (HAM)
  • Software Asset Management (SAM)
  • ITSM
  • ITOM
• Experience designing configuration item hierarchies, service models, application models, and CI relationships.
• Strong scripting and development experience within the ServiceNow platform.
• Experience integrating ServiceNow with enterprise systems and third-party tools.
• Excellent communication, stakeholder management, and consulting skills.

Preferred Certifications

• ServiceNow Certified Technical Architect (CTA)
• Certified Implementation Specialist – Discovery
• Certified Implementation Specialist – Hardware Asset Management
• Certified Implementation Specialist – Software Asset Management
• ServiceNow Certified Application Developer
• ServiceNow Data Foundations (CMDB & CSDM)
• ServiceNow Certified System Administrator

Key Skills

• ServiceNow Platform Architecture
• CMDB Data Modeling
• CSDM Implementation
• Discovery & Service Mapping
• Hardware Asset Management (HAM)
• Software Asset Management (SAM)
• ITSM & ITOM
• Integration Architecture
• JavaScript & ServiceNow Scripting
• Governance & Data Quality
• Client Engagement & Stakeholder Management
• Team Mentoring & Technical Leadership

Key Skills

Education

Bachelor's degree