ServiceNow Solution Architect

This role is focused on driving process improvement, system integration, and scalable architecture, with a strong emphasis on Customer Service Management (CSM). As a key member of our technology team, you will collaborate with cross-functional stakeholders to design, implement, and enhance ServiceNow solutions that support business growth and operational efficiency. You will play a critical role in shaping our application landscape, ensuring seamless integration of internal and customer-facing systems. This position is ideal for a professional who combines deep ServiceNow expertise, business process knowledge, and strong communication skills to deliver high-impact solutions.

Key Responsibilities

• Lead the design, implementation, and optimization of ServiceNow solutions with a focus on:
  • Customer Service Management (CSM)
  • Field Service Management (FSM)
  • IT Service Management (ITSM)
• Drive adoption and expansion of ServiceNow capabilities across Aptimized
• Enhance existing ServiceNow applications to improve performance, scalability, and user experience
• Design and deliver enterprise integrations with internal systems and external customer platforms
• Develop and implement automations, workflows, and AI-driven capabilities
• Collaborate with business stakeholders to gather requirements and translate them into technical solutions
• Manage and coordinate technical projects and platform enhancements
• Provide architectural guidance and best practices for ServiceNow development and configuration

Core Areas of Expertise

• Case Management & Customer Workflows
• Advanced Work Assignment & Routing
• Virtual Agent, Chatbots & Conversational AI
• Knowledge Management
• SLA & Entitlement Management
• CSM/FSM Workspace
• Customer Portals & Mobile Applications
• Enterprise Integrations (APIs, middleware, external systems)

Qualifications

Functional Expertise

• Deep understanding of customer service operations and business processes
• Experience with requirements gathering, solution design, testing, and Agile delivery
• Strong analytical and problem-solving skills
• Knowledge of ITIL framework (preferred)

Technical Expertise

• Proven experience as a ServiceNow Solution Architect, Application Manager, or Senior Consultant
• Advanced knowledge of:
  • Client-side and server-side scripting
  • Business Rules, Flow Designer, and Integration Hub
  • Access Control Lists (ACLs) and security policies
  • ServiceNow AI/Now Assist capabilities
  • Experience with JSON and XML integrations
• Hands-on experience with:
  • ServiceNow Table API and Scripted APIs
  • UI Builder and/or mobile app development

Additional Requirements

• Excellent written and verbal communication skills in English
• Ability to work in a fast-paced, client-focused environment
• Willingness to support after-hours needs, on-call rotations, and occasional international travel

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