ServiceNow Architect

Role Overview

This is a remote position. Looking for a ServiceNow Architect with 14+ years of overall IT experience, including 6+ years in ServiceNow architecture, design, and implementation. The ideal candidate should have strong expertise in ITSM, CSM, Domain Separation, CMDB, Discovery, integrations, data migration, and platform governance, with a proven track record of delivering enterprise-scale ServiceNow solutions.

Work Schedule

US Shift. Standard Hours: 8:30 PM IST – 4:30 AM IST. During US Daylight Saving Time (March–November): 7:30 PM IST – 3:30 AM IST.

What is expected out of you?

• Define and govern the overall ServiceNow platform architecture and roadmap.
• Lead solution design workshops and translate business requirements into scalable ServiceNow solutions.
• Architect and implement ITSM and CSM solutions following ServiceNow best practices.
• Design multi-tenant ServiceNow environments using Domain Separation.
• Define CMDB strategy, Discovery architecture, and service mapping approach.
• Review and approve technical designs, customizations, integrations, and data migration strategies.
• Establish platform governance, security, performance, and upgrade strategies.
• Mentor developers, administrators, and business analysts.
• Collaborate with enterprise architects, infrastructure teams, and business stakeholders.

Requirements

• ITSM Expertise: Strong hands-on experience in implementing and architecting Incident Management, Problem Management, Change Management, Request Management, Knowledge Management, Service Catalog, SLA Management, Major Incident Management, CMDB, and Asset Management.
• CSM Expertise: Proven experience in designing and implementing Customer Service Management (CSM), Case Management, Case Lifecycle Management, Customer Portal/Employee Center, Entitlements & Contracts, Omnichannel Support, Agent Workspace, and Knowledge Integration.
• Case & Incident Management: Strong understanding of Case-to-Incident workflows, Incident-to-Problem relationships, Escalation Models, Queue Management, Assignment Rules, SLA/OLA design, and Service Operations processes.
• Domain Separation: Hands-on experience with Domain-Separated Architecture, MSP and Multi-Business Unit implementations, Domain Hierarchy Design, Data Segregation Strategies, Cross-Domain Reporting & Access Controls, and Domain-Aware Integrations.
• CMDB & Discovery: Expertise in ServiceNow Discovery, MID Server deployment & management, CMDB Health, Identification & Reconciliation Engine (IRE), Service Mapping, CI Class Models, Discovery Patterns, Cloud Discovery, and Dependency Mapping.
• Data Migration & Integrations: Experience with Import Sets, Transform Maps, Data Sources, Coalesce & Data Reconciliation, Bulk Data Migration, REST APIs, SOAP APIs, IntegrationHub, Web Services, and ETL Design.
• Platform Development: Strong knowledge of Flow Designer, Workflow Editor, Business Rules, Script Includes, Client Scripts, UI Policies, ACLs, Service Portal, Agent Workspace, UI Builder, Scoped Applications, Update Sets, Application Repository, Performance Analytics, Reporting, and Dashboards.

Preferred Certifications

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Application Developer (CAD)
• ServiceNow Certified Implementation Specialist – ITSM
• ServiceNow Certified Implementation Specialist – CSM
• ServiceNow Certified Technical Architect (CTA) – Highly Preferred

Desired Experience

• Experience delivering multiple end-to-end ServiceNow implementation programs.
• Strong background in large enterprise environments.
• Experience with multi-instance and multi-domain ServiceNow deployments.
• Excellent stakeholder management, consulting, and communication skills.
• Proven experience leading global delivery teams and architecture governance boards.

Benefits

What we offer:

• Dedicated Learning & Development Budget – Fuel your growth with resources dedicated to skill enhancement.
• Cutting-Edge Projects – Work on exciting projects using the latest technologies.
• Employee-Friendly Leave Policy – Enjoy ample leave options to maintain a healthy work-life balance.

Work Environment:

• Remote-First Culture: At thinkbridge, we all work from wherever we choose but come together during set hours to collaborate. Using simple online tools, we stay connected and get great work done.
• Leave & Time-off – All leaves taken are paid leaves. And all the leave and time off are likely pre-approved leaves intended for planned vacations, personal commitments, or any other needs requiring prior approval.
• Comprehensive Medical & Term Insurance: Full coverage for you and your family peace of mind.
• Work-From-Workweek (WWW): Twice or thrice a year, we come together for One-week sprints to collaborate in person, foster stronger team bonds, and align on goals. All travel expenses are covered in the form of an allowance which is called a work week allowance.
• We organize city-wise, company-sponsored local meetups—fun-filled day outings with your colleagues!
• At thinkbridge, you get reimbursed for approved certifications and short courses that support your role.
• We embrace diversity and ensure equal opportunity for everyone, fostering an inclusive workplace where all voices are valued.

Join thinkbridge to be part of a purpose-driven, innovation-led organization that invests in your growth and empowers you to build a brighter future.