ServiceNow Architect

Job Summary

We are seeking an experienced ServiceNow Architect to lead the design, migration, and optimization of ServiceNow HRSD (Human Resources Service Delivery) and ITSM (Information Technology Service Management)/ITOM (Information Technology Operations Management) solutions. The ideal candidate will have strong expertise in Employee Center Pro, portal development, and HR workflows, with the ability to architect scalable and secure solutions that enhance employee experience and drive automation.

Responsibilities

• Lead the migration of legacy portals to Employee Center Pro, ensuring seamless adoption.
• Design and implement custom pages, widgets, and taxonomy structures for improved usability and discoverability.
• Migrate categories, catalogs, and knowledge articles to new topic structures.
• Configure and deploy the Employee Relations module with secure handling of sensitive cases.
• Automate HR activities and case management leveraging Now Assist features (Case Summarization, Predictive Intelligence).
• Develop and maintain custom email templates, response formats, ACLs (Access Control Lists), and data visibility rules.
• Create and manage Flow Designer workflows for HR catalogs and Employee Relations.
• Collaborate with stakeholders to ensure solutions align with business needs and best practices.

Qualifications

• 8+ years of experience on the ServiceNow platform, including 3+ years in a Solution Architect role.
• Strong hands-on expertise with HRSD, Employee Center Pro, Flow Designer, and Now Assist.
• Proven experience in portal development, widget customization, and taxonomy design.
• Deep understanding of ACLs, email templates, and HR case management.
• Strong background in data migration, content structuring, and knowledge management.

Preferred Skills

• ServiceNow Certified System Administrator (CSA).
• ServiceNow Certified Implementation Specialist – HRSD.
• Experience with Predictive Intelligence, Virtual Agent, and Performance Analytics.
• Strong communication and stakeholder engagement skills.

Experience

• Minimum 10+ years of total experience, with 8+ years specifically in ServiceNow, including 3+ years in a Solution Architect capacity.