ServiceNow Architect

Position Overview

Cognizant Singapore is in search of a ServiceNow Architect who possesses extensive knowledge in the Common Service Data Model (CSDM), platform architecture, subscription models, and artificial intelligence capabilities. In this role, you will be responsible for designing scalable, data-driven platform solutions that align business outcomes with the appropriate ServiceNow functionalities and entitlements, overseeing the delivery process from initial discovery to go-live and ongoing support.

This position focuses on platform-wide architecture, requiring profound expertise in one or more ServiceNow product areas, along with the ability to design across the domains of CMDB, CSDM, integrations, data management, security, automation, AI, and user experience.

Your Responsibilities

. Lead the end-to-end solution architecture process, encompassing discovery, design, build, testing, deployment, and hypercare, serving as the senior design authority for designated projects.

. Establish CSDM-aligned service and application models, which include business applications, application services, technical services, service offerings, ownership, lifecycle states, and interrelationships.

. Evaluate the maturity of CMDB and CSDM, creating actionable roadmaps for enhancing data quality, governance, service modeling, reconciliation, certification, and adoption.

. Convert business objectives and product roadmaps into cohesive platform capabilities, minimizing unnecessary customization and redundancy across modules.

. Offer expert advice on ServiceNow platform subscriptions, product packaging, entitlements, user personas, consumption considerations, and the architectural effects of licensing decisions.

. Collaborate with sales, solution consulting, commercial, and delivery teams to ensure that proposed capabilities, scope, and assumptions are in line with the intended subscription framework.

. Design innovative AI-enabled solutions utilizing relevant ServiceNow platform features, such as generative AI, conversational interfaces, intelligent search, summarization, automation, and agentic workflows where suitable.

. Assess AI use cases for business value, data readiness, security, privacy, human oversight, explainability, operational controls, and measurable adoption.

. Set forth platform governance, architecture principles, integration patterns, development standards, and technical guidelines for large-scale enterprise implementations.

. Facilitate executive workshops and design sessions, clearly communicating trade-offs to business, C-suite, security, enterprise architecture, and delivery stakeholders.

. Deliver high-quality solution designs, architectural decisions, data models, integration blueprints, estimation inputs, roadmaps, and governance artifacts.

. Mentor architects and developers, assist in pre-sales efforts, and enhance reusable assets and capabilities within the ServiceNow practice.

Core Platform & CSDM Knowledge

. Strong practical understanding of CSDM principles, domains, and service modeling patterns, with the capability to apply them effectively beyond documentation.

. Comprehensive knowledge of CMDB architecture, CI class modeling, identification and reconciliation, data sources, relationship governance, health, completeness, correctness, and compliance.

. Ability to link CSDM and CMDB designs to downstream benefits across ITSM, ITOM, ITAM, SPM, CSM, HRSD, SecOps, IRM, and custom applications.

. Broad understanding of platform-level access controls, data segregation, integration architecture, Integration Hub, MID Server, APIs, Flow Designer, App Engine, and upgrade-safe development practices.

. Skill in evaluating platform debt, customization risk, duplicated capabilities, and data fragmentation, as well as defining a prioritized remediation roadmap.

AI, Automation & Subscription Expertise

. Familiarity with ServiceNow AI capabilities and the dependence of AI experiences on trusted enterprise data, knowledge, process design, security, and governance.

. Ability to discern where predictive, generative, conversational, and agentic patterns are appropriate, and where deterministic workflows or human approval should take precedence.

. Understanding of ServiceNow product and subscription frameworks sufficient to identify entitlement discrepancies, overlapping functionalities, adoption dependencies, and risks in solution design.

. Capability to articulate the alignment between capabilities and subscriptions to both technical and business stakeholders without overstating product functionality or entitlements.

. Experience in developing value propositions, adoption metrics, and architectural guidelines for AI and automation projects.

Module Expertise
You will possess in-depth knowledge in at least one of the following areas. Strong cross-module experience is highly regarded.

. ITSM / Enterprise Service Management

. ITAM / Software & Hardware Asset Management

. HRSD

. SPM / Application Portfolio Management

. ITOM / AIOps / Service Operations

. CMDB / CSDM / Service Modeling

. CSM / FSM

. App Engine / Custom Applications

. Now Assist / AI / Automation

. IntegrationHub / Platform Integrations

. Platform Governance / Architecture

Qualifications

. A minimum of 6 years of experience with ServiceNow, including at least 3 years in a solution architect, platform architect, or senior technical lead capacity.

. Proven experience in CSDM and CMDB architecture within complex enterprise environments, including service modeling and governance.

. At least three complete ServiceNow implementations with direct architectural responsibility.

. Strong hands-on skills in the platform, including JavaScript, Business Rules, Script Includes, Client Scripts, Flow Designer, and Glide APIs.

. Experience in designing REST/SOAP integrations, Integration Hub, and MID Server solutions, considering security, resilience, and support aspects.

. Experience in formulating platform roadmaps, subscription-aligned solution options, AI or automation use cases, and architecture governance.

. Excellent communication skills with the ability to engage effectively with stakeholders ranging from engineering teams to C-suite executives.

. Capability to balance product best practices, enterprise architecture, practical delivery, commercial constraints, and long-term platform sustainability.

Certifications

. ServiceNow Certified System Administrator (CSA) - Mandatory

. Relevant ServiceNow CIS certification in a primary specialization - Mandatory

. Certified Application Developer (CAD) - Preferred

. Credentials in CMDB, CSDM, ITOM, platform architecture, or AI-related ServiceNow certifications - Strongly preferred

. ITIL Foundation v3/v4 - Preferred

. Certified Technical Architect (CTA) or Certified Master Architect (CMA) - Advantageous

Educational Background

A degree in Computer Science, Information Technology, Engineering, or a related field. Relevant practical experience will also be considered.