ServiceNow Platform Architect - ITSM & ITOM

ServiceNow Platform Architect - ITSM & ITOM (12-month Contract)

About the Company:

Our client is a Singapore-based Insurance organisation.

·      Role: ServiceNow Platform Architect - ITSM & ITOM (12-month Contract)

·      Remuneration: Up to INR 3,50,000 per month

·      Location: India (Fully Work from Home)

About the Role:

We are seeking an experienced Senior ServiceNow ITOM & Platform Architect to drive our multi-year ServiceNow transformation roadmap and establish ServiceNow as the enterprise service operations and automation platform.

The role will be responsible for leading the evolution of the ServiceNow platform from traditional IT Service Management (ITSM) capabilities towards a service-centric operating model built on CMDB maturity, service mapping, operational visibility, automation, event management and AI-enabled operations. The roadmap includes ITSM optimization, ITOM maturity, platform integrations, automation orchestration and future predictive operations capabilities.

This position requires a highly experienced ServiceNow professional with deep expertise in ITOM, Discovery, CMDB, Service Mapping, integrations and platform architecture.

Key Responsibilities:

1.      ServiceNow Platform Strategy & Leadership

·      Own and drive the ServiceNow platform roadmap in alignment with business and technology objectives.

·      Provide architecture leadership across ServiceNow ITSM and ITOM capabilities.

·      Establish ServiceNow governance, standards and best practices.

·      Partner with infrastructure, cloud, application, cybersecurity and service management teams to drive platform adoption.

2.      CMDB Governance & Maturity

·      Lead the implementation and continual improvement of CMDB governance.

·      Establish CMDB as the organization's authoritative source of technology asset and service relationship data.

·      Define CI lifecycle management, ownership models and data governance controls.

·      Improve CMDB health, completeness, accuracy and compliance.

·      Drive reconciliation and identification framework improvements.

3.      Discovery & Service Mapping

·      Lead Discovery and Cloud Discovery implementation, optimization and troubleshooting.

·      Develop and maintain Discovery Patterns and custom probes where required.

·      Expand Service Mapping coverage across critical business applications and infrastructure services.

·      Establish operational processes to ensure service maps remain accurate and current.

·      Drive visibility across on-premise and cloud-hosted environments.

4.      ITOM & Event Management

·      Define and implement Event Management strategy.

·      Integrate enterprise monitoring and observability tools with ServiceNow.

·      Establish event correlation, alert deduplication and incident automation capabilities.

·      Improve operational visibility through service-aware monitoring.

·      Reduce manual operational effort through intelligent event handling.

5.      Automation & Orchestration

·      Drive adoption of Automation Engine, Flow Designer and orchestration capabilities.

·      Identify opportunities to automate repetitive IT operational processes.

·      Develop automated fulfilment and remediation workflows.

·      Integrate ServiceNow with enterprise platforms through APIs and IntegrationHub.

·      Build reusable automation frameworks supporting infrastructure, cloud and security operations.

6.      ITSM Process Enhancement

·      Enhance and optimize:

·      Incident Management

·      Problem Management

·      Change Management

·      Request Management

·      Knowledge Management

·      Improve operational insights through service impact analysis and dependency awareness.

·      Enable data-driven service management using CMDB and Service Mapping.

7.      AI & Future Platform Capabilities

·      Evaluate and implement Virtual Agent and Now Assist capabilities.

·      Drive adoption of AI-assisted operational workflows.

·      Support future initiatives involving predictive operations, self-healing automation and intelligent service management.

8.      Stakeholder & Vendor Management

·      Lead workshops with business and technical stakeholders.

·      Translate business requirements into scalable ServiceNow solutions.

·      Manage ServiceNow partners, vendors and implementation engagements.

·      Provide technical leadership and mentoring to platform team members.

Qualifications & Competencies:

• Minimum 7 years of hands-on ServiceNow experience.
• Strong experience across ITSM and ITOM modules.
• Experience implementing enterprise-scale ServiceNow solutions.
• Strong understanding of:

·    Cloud environments (AWS and Azure)

·    Infrastructure Operations

·    Service Management

·    Platform Governance

 Proven expertise in:

• Discovery
• CMDB
• Service Mapping
• ITOM Visibility
• Asset Visibility
• Flow Designer
• IntegrationHub
• Service Catalog

Professional / Trade Qualification:

• ServiceNow Certified System Administrator (CSA) is preferred
• Certified Implementation Specialist (Discovery) is preferred
• Certified Implementation Specialist (Service Mapping) is preferred
• Certified Implementation Specialist (ITSM) is preferred
• ITIL Foundation or higher is preferred

QUESSCORP SINGAPORE PTE. LTD.

Registration No. / Unique Entity Number: 199801439D

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This is in partnership with the Employment and Employability Institute Pte Ltd (e2i).

e2i is the empowering network for workers and employers seeking employment and employability solutions. e2i serves as a bridge between workers and employers, connecting with workers to offer job security through job-matching, career guidance and skills upgrading services, and partnering employers to address their manpower needs through recruitment, training, and job redesign solutions. e2i is a tripartite initiative of the National Trades Union Congress set up to support nation-wide manpower and skills upgrading initiatives. By applying for this role, you consent to Quesscorp Singapore's PDPA and e2i's PDPA.