ServiceNow Architect

About Aelum Consulting

Aelum Consulting is a specialist ServiceNow partner delivering advisory, implementation, and managed services across enterprise IT. We help organisations transform their IT operations, service management, and digital workflows through deep platform expertise and a culture of continuous innovation. Our team works with some of the most ambitious organisations, and we are growing rapidly.

Role Summary

We are looking for an experienced ServiceNow Technical Architect to join Aelum's delivery team. In this role you will own end-to-end solution design across ITSM, ITOM, CMDB, and enterprise integration workstreams. You will be the technical authority on customer engagements, guiding clients from discovery through go-live while ensuring Aelum's solutions are scalable, maintainable, and aligned with ServiceNow best practices.

Key Responsibilities

Solution Architecture & Design

• Lead architectural design for ServiceNow implementations spanning ITSM, ITOM (Discovery, Service Mapping, Event Management), CMDB, and third-party integrations.

• Translate complex business and IT requirements into robust, reusable technical solutions aligned with the ServiceNow Now Platform architecture.

• Produce and own solution design documents, technical specifications, data models, and integration architecture artefacts.

• Ensure architecture adheres to ServiceNow best practices, avoiding customisations that conflict with upgrade paths.

ITSM

• Architect Incident, Problem, Change, Request, and Service Catalogue modules, including advanced workflow design and SLA frameworks.

• Design self-service portals (Service Portal / Employee Center) aligned with client UX requirements.

• Configure and extend Agent Workspace, Virtual Agent, and Now Assist capabilities where required.

ITOM & CMDB

• Design and govern CMDB strategy including CI class models, data population via Discovery and integrations, and ongoing data quality frameworks.

• Architect ITOM Discovery patterns, Service Maps, and Event Management correlation rules.

• Define CMDB health metrics, reconciliation strategy, and lifecycle governance for client environments.

Integrations

• Design and oversee enterprise integrations using IntegrationHub, REST/SOAP APIs, MID Server, and spoke development.

• Define integration patterns for connecting ServiceNow with ITSM tools, monitoring platforms, HR systems, and cloud providers.

• Review and approve integration designs produced by development team members.

Delivery & Client Engagement

• Act as the primary technical point of contact for client stakeholders throughout the project lifecycle.

• Conduct technical workshops, architecture reviews, and sprint planning sessions.

• Mentor and provide technical direction to junior developers and configurators on the engagement.

• Participate in pre-sales activities including solution scoping, effort estimation, and proposal writing.

Required Experience & Skills

Platform & Technical

• 6+ years of hands-on ServiceNow experience with at least 3 years in an architect or senior technical lead role.

• Deep expertise in ITSM module configuration, workflow engine, and Business Rules.

• Proven CMDB architecture experience — CI class design, Discovery configuration, and data quality management.

• Strong ITOM knowledge: Discovery (horizontal and top-down), Service Mapping, and Event Management.

• Extensive integration experience: REST/SOAP, IntegrationHub, MID Server, and scripted APIs.

• Proficiency in ServiceNow scripting: JavaScript, GlideRecord, GlideSystem, Client Scripts, UI Policies, Script Includes.

• Experience with Now Platform upgrade management, cloning strategy, and instance management.

Certifications (Required)

• Certified System Administrator (CSA)

• Certified Implementation Specialist - ITSM (CIS-ITSM)

• Certified Implementation Specialist - ITOM or Discovery (CIS-ITOM / CIS-Discovery)

Certifications (Preferred)

• Certified Technical Architect (CTA)

• Certified Application Developer (CAD)

• Additional CIS certifications (HR, SecOps, CSM)

Soft Skills

• Excellent communication skills — able to present technical concepts to both technical and non-technical audiences.

• Strong stakeholder management and facilitation skills.

• Ability to work independently and manage multiple concurrent workstreams.

• Collaborative team player with a mentoring mindset.

Nice to Have

• Exposure to ServiceNow Now Assist / AI capabilities and prompt engineering for platform features.

• Experience with Agile/Scrum delivery methodologies.

• Background working in consulting or professional services environments.

• Familiarity with ITIL v4 framework.

• • Knowledge of cloud platforms (AWS, Azure, GCP) in the context of CMDB population and ITOM.