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 Skilled Certification

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