Role: ServiceNow ITSM Architect

Location: Sydney

Job Description:'

Key Responsibilities

Discovery & Consulting

- Lead customer discovery sessions, workshops, and stakeholder interviews to understand business challenges, existing ITSM processes, and transformation goals.
- Facilitate process-mapping workshops and perform current-state vs. future-state gap analysis.
- Capture and document business, functional, and technical requirements.
- Provide consulting recommendations and define ServiceNow adoption roadmaps.
- Present solution approaches, effort estimates, implementation strategies, and best practices to customer leadership teams.

Architecture & Solution Design

Design end-to-end ServiceNow ITSM solutions covering:

- Incident Management
- Problem Management
- Change Management
- Request Management
- Knowledge Management
- Service Catalog
- CMDB




- Service Level Management

- Define solution architecture aligned with ServiceNow best practices and platform governance.
- Create architecture documents, solution designs, process flows, integration diagrams, and implementation roadmaps.
- Ensure scalability, security, maintainability, and performance of proposed solutions.

Preferred Qualifications

- ServiceNow Certified System Administrator (CSA)
- ServiceNow Certified Implementation Specialist – ITSM (CIS-ITSM)
- ServiceNow Certified Application Developer (CAD) – Preferred
- ServiceNow Certified Technical Architect (CTA) – Advantage
- ITIL v4 Foundation / Managing Qualified Certification

📌 ServiceNow ITSM Architect (Sydney)
🏢 CareCone Group
📍 Sydney