Infinity Quest
ServiceNow Technical Architect
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Role Overview
We are seeking an experienced ServiceNow Technical Architect to lead the design and implementation of ServiceNow solutions across Telecommunications Service Management (TSM), Telecommunications Service Operations Management (TSOM), the Common Service Data Model (CSDM), and Customer Service Management (CSM). This role owns end-to-end platform architecture, chairs technical governance, and acts as the primary technical authority across the programme.
Key Responsibilities
- Define and own the target ServiceNow architecture, including instance strategy, RBAC design, CSDM alignment, and integration architecture standards
- Lead solution design for TSM (incident, problem, change, SLA/OLA) and TSOM (event ingestion, alarm correlation, service impact analysis) implementations
- Architect CSM solutions covering case management, customer engagement, and regulatory SLA compliance
- Design and govern the CSDM service model mapping business services, technical services, and CIs into a coherent, scalable hierarchy
- Chair the Design Authority and Architecture Review Board, reviewing and approving all High-Level and Low-Level Designs before build
- Define integration architecture standards (REST/SOAP, event-driven patterns, MID Server strategy) and oversee northbound/southbound integration design
- Establish CI/CD pipeline governance, update set promotion standards, and environment strategy across DEV/TEST/PROD
- Act as technical escalation point for design conflicts, ensuring cross-module coherence between TSM, TSOM, CSM, and CMDB/CSDM
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Required Skills & Experience
- 6+ years ServiceNow experience, including 3+ years in an architect-level role
- Hands-on implementation experience across TSM and TSOM (event management, alarm correlation, service assurance workflows)
- Strong working knowledge of CSDM (v2/v3) service modelling, application/service relationships, and CMDB data governance
- Proven CSM implementation experience case management, customer workspace, SLA/entitlement configuration
- ServiceNow Certified Technical Architect (CTA) or working towards certification; relevant CIS certifications (CIS-CSM, CIS-ITOM, or equivalent) preferred
- Experience with TM Forum Open APIs, Kafka-based event streaming, and telecom network topology concepts is highly desirable
- Strong stakeholder management skills able to translate business requirements into scalable technical designs and defend architectural decisions to both technical and non-technical audiences
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Desirable
- Experience in telecom or fibre network operator environments
- Familiarity with Integration Hub, Discovery, and Service Mapping
- Track record chairing technical governance forums (Design Authority, ARB) on enterprise-scale programmes
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