About this role

Design and own the ESM tool architecture based on ServiceNow best practices
Define target architecture, solution blueprints, and integration patterns for ESM
Lead the implementation and evolution of ServiceNow modules supporting ESM (e.g. ITSM, HRSD, CSM, ITOM)
Ensure governance, platform standards, and instance health across ESM tools
Define and maintain the ESM roadmap aligned with business and service management objectives
Design integrations between ServiceNow and enterprise systems (e.g. monitoring, ERP, CRM)
Support automation, workflow optimization, and self service enablement
Collaborate with delivery, platform, and process stakeholders to ensure architectural alignment
Provide architectural guidance during transition, transformation, and run phases.

Strong experience as a Tool Architect or Solution Architect in Enterprise Service Management
Hands on experience with ServiceNow architecture and multi module implementations
Strong understanding of ITIL / SIAM / Service Management frameworks
Experience designing scalable, enterprise wide tool landscapes
Strong stakeholder management and communication skill

ESM Tool Architect

Key skills