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Interscripts, Inc.

ITSM Solutions Architect - ServiceNow

Interscripts, Inc. Hyderabad, Telangana, India

IT Services and IT Consulting · 201-500 employees

Sep 19
software-architect Senior (5-10 yrs) Full-time India
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About the role

Lead the architecture, design, and implementation of enterprise-scale ITSM solutions using Service Desk Plus Enterprise. Collaborate with cross-functional teams to translate business requirements into scalable workflows, automation, and ITIL-aligned processes.

What they look for

ITSM Solutions Architecture Service Desk Plus Enterprise ITIL Process Management Workflow Automation CMDB Asset Management API Design Incident Management Change Management Problem Management Service Catalog Data Analytics Stakeholder Management Solution Design Platform Governance Enterprise Integration

Requirements

Requires a bachelor's degree in IT or a related field and 8+ years of experience in ITSM platform administration or solution architecture. Mandatory ITIL Foundation certification and strong hands-on expertise with Service Desk Plus Enterprise are required.

Full description

ITSM Solution Architect – ServiceNow

Department: Information Technology

Location: Kondapur, Hyderabad, India

Work Mode: Work from Office – 5 Days a Week

Shift Timings: 5:30 PM – 2:30 AM IST

Employment Type: Full-Time, Permanent

Reports To: IT Operations Manager / Director of IT Infrastructure & Operations

Position Summary

We are seeking an experienced ITSM Solution Architect – ServiceNow with 8+ years of experience in IT Service Management, ServiceNow platform architecture, ITSM process design, service desk operations, enterprise integrations, workflow automation, and ITSM transformation.

The ideal candidate will have strong hands-on expertise in ServiceNow ITSM with proven experience in designing, implementing, configuring, and optimizing enterprise-scale ServiceNow solutions. The candidate should have strong knowledge of Incident Management, Request Management, Change Management, Problem Management, Knowledge Management, Service Catalog, Service Level Management, CMDB, Asset Management, and Configuration Management.

This role will serve as both technical and process architect, working closely with IT Operations, Service Desk, Infrastructure, Applications, Security, and business stakeholders to translate complex business requirements into scalable ServiceNow solutions aligned with organizational objectives, ITIL best practices, governance, compliance, and operational standards.

The architect will be responsible for defining ServiceNow architecture, platform standards, integration strategies, automation frameworks, ITSM processes, CMDB governance, reporting, and continuous improvement initiatives.

Key Responsibilities

  • Design

and architect scalable ServiceNow ITSM solutions aligned with business and IT objectives.

  • Lead

implementation and optimization of:

  • Incident

Management

  • Request

Management

  • Change

Management

  • Problem

Management

  • Knowledge

Management

  • Service

Catalog

  • SLA

Management

  • CMDB

& Configuration Management

  • Asset

Management

  • Define

ServiceNow platform architecture, standards, governance, and best practices.

  • Architect

and implement workflow automation using Flow Designer and IntegrationHub.

  • Lead

CMDB governance, CSDM adoption, and data quality initiatives.

  • Design

and support enterprise integrations using REST, SOAP, APIs, MID Server, Import Sets, and IntegrationHub.

  • Review

and guide development activities involving Business Rules, Client Scripts, Script Includes, ACLs, Flows, and APIs.

  • Develop

executive dashboards, KPIs, Performance Analytics, and operational reporting.

  • Lead

platform upgrades, releases, architecture reviews, and continuous improvement initiatives.

  • Conduct stakeholder worksh​ops, requirements

gathering sessions, and solution design reviews.

Requirements

  • 8+

years of experience in ServiceNow, ITSM, Solution Architecture, or IT Operations.

  • Strong

hands-on experience with ServiceNow ITSM suite.

  • Expertise

in ITIL processes and service management best practices.

  • Experience

with:

  • Flow

Designer

  • IntegrationHub
  • CMDB

& CSDM

  • Service

Catalog

  • SLA

Management

  • Performance

Analytics

  • REST/SOAP

Integrations

  • MID

Server

  • Strong

knowledge of ServiceNow platform architecture, governance, and upgrade-safe development.

  • Excellent

stakeholder management, consulting, and communication skills.

  • Experience

leading enterprise-scale ServiceNow implementations and transformations.

Certifications

Mandatory:

  • ITIL

Foundation Certification

Preferred:

  • ServiceNow

CSA

  • CIS-ITSM
  • CIS-CMDB
  • CIS-Discovery
  • CAD
  • Advanced

ITIL Certifications

Preferred Qualifications

  • Experience

with ServiceNow ITSM Pro / Enterprise capabilities.

  • Experience

with ITOM, Discovery, Service Mapping, and Event Management.

  • Experience

with Employee Center, Virtual Agent, AI Search, and Now Assist.

  • Exposure

to regulated industries such as Healthcare, Finance, or Government.

  • Experience

driving ITSM transformation and platform governance initiatives.

  • Experience

with ServiceNow Integration Hub and MID Server.

Key Competencies

  • ServiceNow

Solution Architecture

  • ITSM

& ITIL Process Design

  • Workflow

Automation

  • CMDB

& CSDM Governance

  • Enterprise

Integrations

  • Platform

Governance

  • Reporting

& Analytics

  • ITSM

Transformation

  • Stakeholder

Management

  • Leadership

& Consulting

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