ITSM Architect

Workplace Type: 100% Remote (but MUST sit on Eastern Standard Time Zone) Start Date: July 2025 Experience Level: Intermediate Job Description: We are seeking an experienced ITSM Architect to lead the design and implementation of ServiceNow solutions as part of a major ITSM platform expansion. This role involves working closely with stakeholders to gather requirements, architect solutions, and guide the technical team through successful delivery. Key Responsibilities: Lead technical workshops to gather and document business, functional, and technical requirements. Design and implement scalable solutions using ServiceNow best practices. Provide subject matter expertise in ITSM, CSM, FSM, IRM, ITOM (CMDB & Service Mapping), SAM, HAM, and Service Portal. Support platform upgrades, releases, and new technology deployments. Create and maintain technical documentation including design specs and deployment guides. Collaborate with leadership and implementation partners to ensure alignment with business goals. Drive continuous improvement through reusable assets and process refinement. Required Skills & Qualifications ("Must haves"): 5+ years of advanced ServiceNow administration and development experience. 10+ years of professional IT experience. Strong scripting skills in JavaScript, Python, and PowerShell. Experience with core ServiceNow modules: Incident, Problem, Change, Knowledge, Service Catalog, and Portal. Proficiency in Workflow Editor and Flow Designer for automated workflows. Excellent communication and consulting skills. Bachelor's degree in Computer Science, Engineering, or related field (or equivalent experience). ServiceNow Certified Administrator and Implementation Specialist (preferred). Preferred Experience ("Nice to haves"): Experience with platform integrations (e.g., SCCM, SCOM, Dynatrace, Salesforce). Familiarity with other ITSM tools like Remedy, Cherwell, Zendesk, etc. Consulting experience in public sector or large enterprise environments.