About this role
Envision Employment Solutions is currently looking for ESM Tool Architect for one of our partners, a leader in the Consulting & Technology Services!
Objective:
The ESM Tool Architect is responsible for designing, governing, and evolving Enterprise Service Management (ESM) tool architecture, primarily based on the ServiceNow platform. The role ensures that ESM solutions are scalable, secure, and aligned with business processes across IT and enterprise functions such as HR, Facilities, Security, and Customer Service.
Responsibilities:
Design and own the ESM tool architecture based on ServiceNow best practicesDefine target architecture, solution blueprints, and integration patterns for ESMLead the implementation and evolution of ServiceNow modules supporting ESM (e.g. ITSM, HRSD, CSM, ITOM)Ensure governance, platform standards, and instance health across ESM toolsDefine and maintain the ESM roadmap aligned with business and service management objectivesDesign integrations between ServiceNow and enterprise systems (e.g. monitoring, ERP, CRM)Support automation, workflow optimization, and self service enablementCollaborate with delivery, platform, and process stakeholders to ensure architectural alignmentProvide architectural guidance during transition, transformation, and run phases.Requirements
6 -9 years of experience as a Tool Architect or Solution Architect in Enterprise Service ManagementHands on experience with ServiceNow architecture and multi module implementationsStrong understanding of ITIL / SIAM / Service Management frameworksExperience designing scalable, enterprise wide tool landscapesStrong stakeholder management and communication skill