Job Description

️ Core Responsibilities

1. Architecture & Solution Design

• Design end-to-end scalable, secure, and high-performing architecture for ITSM and CSM implementations.

• Translate business requirements into well-architected solutions aligned with ServiceNow best practices.

• Define data models, integrations, workflows, and UI experiences across ITSM and CSM modules.

2. Stakeholder Collaboration

• Work closely with business and IT stakeholders to gather requirements and align ServiceNow capabilities.

• Act as the primary point of contact for client architecture discussions and design approvals.

• Guide the pre-sales team with solutioning and effort estimation.

3. Implementation Oversight

• Lead and govern technical implementations across ITSM (Incident, Problem, Change, Request, CMDB) and CSM (Case Management, Entitlements, Contracts).

• Ensure delivery aligns with defined architecture and standards.

• Provide oversight on ServiceNow configuration, customization, and integrations.

4. Governance & Best Practices

• Define and enforce coding standards, platform security, and governance guidelines.

• Set up CI/CD pipelines, DevOps best practices, and upgrade strategies.

• Perform code reviews and architectural audits.

5. Integrations & Automation

• Architect integrations with external systems (CRM, ERP, Telephony, APM, etc.).

• Leverage Integration Hub, REST/SOAP APIs, and MID Servers effectively.

• Design automation flows for proactive support and ticket deflection using Virtual Agent, Predictive Intelligence, and Flow Designer.

6. Knowledge & Mentorship

• Guide and mentor development teams, BA teams, and platform administrators.

• Create knowledge artifacts and reusable design templates.

• Stay updated with new ServiceNow releases and ensure roadmap alignment.

7. Reporting & Dashboards

• Design custom and out-of-the-box performance analytics, reports, and dashboards for IT and customer service operations.

Qualifications

Technical Skills Required

• Deep expertise in ServiceNow ITSM and CSM modules.

• Hands-on experience with Flow Designer , Virtual Agent , CSM Playbooks , ITIL processes , and CMDB.

• Strong understanding of platform architecture , ACLs , notifications , and form/UI policies.

• Familiarity with Performance Analytics , Now Experience UI Framework , and Agent Workspace.

• Integration Hub, REST/SOAP APIs, SSO, OAuth, and MID server expertise.

✅ Certifications (Preferred)

• ServiceNow Certified System Administrator (CSA)

• Certified Implementation Specialist – ITSM

• Certified Implementation Specialist – CSM

• ServiceNow Certified Application Developer (CAD)

• TOGAF or similar enterprise architecture certification (nice to have)

Additional Information

Location: Remote (Candidates must be based in the USA)

Why Join REDE?

• Join a fast-growing ServiceNow-focused firm with a strong presence in the USA, EU, and India.

• Work on high-impact projects with Fortune 500 companies.

• Be part of a Center of Excellence (CoE) for ServiceNow IRMGRC, ITAM and ITOM

• Opportunity to lead implementations and be at the forefront of digital transformation.

• Competitive salary and performance-based incentives.

• Flexible work hours and a remote-friendly culture.

Ready to Apply?

If you are a hands-on professional who thrives in dynamic environments and wants to make a real impact — we’d love to hear from you.

Send your updated resume to: hr {at} rede-consulting.com
Subject: Senior ServiceNow ITSM+CSM Architect – USA

Note: Remote Candidates must be based in the USA

Visit us: www.rede-consulting.com
Connect with us on LinkedIn: linkedin.com/company/rede-consulting