ITSM ServiceNow Architect

Service Now Architect (ITSM Pro & ITOM) – Remote

ARC Group has an immediate opportunity for a Service Now Architect (ITSM Pro & ITOM)! This position is 100% remote. This is starting out as a contract position with strong potential to extend longer or possibly convert to FTE. This is an excellent opportunity to join a large enterprise environment supporting critical IT Service Management and IT Operations transformation initiatives.

At ARC Group, we are committed to fostering a diverse and inclusive workplace where everyone feels valued and respected. We believe diverse perspectives drive stronger technical solutions and better business outcomes. We encourage individuals from underrepresented groups to apply.

Candidates must have permanent work authorization and be able to work for any employer without sponsorship now or in the future. Third-party candidates are not eligible for this role.

100% Remote
Reference# 19764-1

The Service Now Architect (ITSM Pro & ITOM) is responsible for designing, implementing, and governing scalable, secure, and high-performing Service Now solutions. This role will lead architecture, configuration, customization, and integration efforts across ITSM Pro and ITOM modules while ensuring alignment with ITIL best practices and enterprise architecture standards.

5+ years of experience designing and implementing enterprise IT applications
3+ years of hands‑on experience with Service Now ITSM Pro and ITOM
5+ years of experience in solution architecture and system design on complex IT projects

Bachelor’s degree in an IT‑related field or equivalent professional experience

Service Now Certified System Administrator (CSA) – Required at time of submittal
Service Now Certified Implementation Specialist (CIS) – ITSM
Service Now Certified Implementation Specialist (CIS) – ITOM

(Certification details must be listed on resume)

• Hands‑on experience designing and configuring Service Now ITSM Pro modules (Incident, Problem, Change, Service Request, Knowledge, Major Incident).
• Hands‑on experience implementing Service Now ITOM capabilities (Discovery, Event Management, Orchestration).
• Experience architecting and governing CMDB data models, CI relationships, and data integrity standards.
• Strong experience with Service Now configuration and customization including Business Rules, Client Scripts, Script Includes, UI Policies, Flow Designer, and Integration Hub.
• Experience designing and implementing REST/SOAP integrations and MID Server configurations.
• Strong JavaScript and Glide scripting experience.
• Experience with data modeling and relational database design principles.
• Strong understanding of ITIL processes and best practices.
• Experience creating technical design documentation, architecture diagrams, and governance standards.
• Proven ability to lead technical design sessions and provide architectural guidance to development teams.
• Strong communication skills with ability to present technical solutions to both technical and non-technical stakeholders.
• Ability to manage multiple initiatives in a fast‑paced enterprise environment.

• ITIL Foundation Certification
• Experience with Service Now Asset Management or additional Service Now modules
• Experience working in Agile or SAFe environments

• Designing scalable Service Now platform architecture supporting enterprise ITSM and ITOM environments
• Implementing Discovery and Event Management strategies for infrastructure visibility
• Ensuring platform performance, scalability, and security standards
• Leading cross‑functional workshops to define process improvements and technical roadmaps
• Providing mentorship and technical oversight to junior developers and administrators