Lead Architect ITSM – Enterprise Service Management, ServiceNow

Responsibilities

• Take on technical and functional architecture responsibility for complex ServiceNow platforms in an enterprise environment
• Develop target architectures, roadmaps, and governance models for modern ITSM and Enterprise Service Management landscapes
• Design scalable ServiceNow solutions for ITSM and ESM processes and drive their continuous improvement
• Translate complex business requirements into sustainable, standardized platform architectures
• Architect and optimize ITSM processes such as Incident, Problem, Change, and Service Request Management using modern automation and AI capabilities
• Develop robust integration architectures to ERP, identity, cloud, monitoring, and other enterprise systems
• Define architecture standards, governance policies, and technical design principles
• Facilitate architecture workshops, design reviews, and technical decision sessions with clients
• Ensure scalability, performance, security, and long‑term platform stability
• Provide subject‑matter guidance and coaching to ServiceNow consultants, developers, and architects
• Support presales activities, architecture proposals, RFPs, proofs of concept, and client presentations
• Provide strategic advisory to enterprise clients in transformation programs and complex multi‑supplier environments

Requirements

• Degree in Computer Science, Information Systems, or a related field
• Several years of experience as a ServiceNow Architect or Lead Architect in ITSM/Enterprise Service Management
• Strong understanding of the ServiceNow platform, particularly ITSM, CMDB, CSDM, ITOM, workflows, automation, and integrations
• Experience designing scalable solution architectures for complex enterprise environments
• Solid knowledge of architecture governance, technical decision processes, and platform standards
• Confident presence in client workshops and when engaging with management and architecture stakeholders
• Experience in enterprise transformations and complex IT service landscapes
• At least two relevant ServiceNow certifications, e.g. CSA, CIS ITSM, CIS ITOM, CIS ITAM, CIS SecOps, or equivalent qualifications
• Business‑fluent German (C1) and good English skills

Core Competencies

Demonstrates expertise in ServiceNow architecture, focusing on ITSM and ESM processes, while providing strategic advisory and governance in complex enterprise environments. Proficient in designing scalable solutions and facilitating client engagements to drive continuous improvement and transformation.