Advise enterprise IT leaders on ServiceNow strategy and AI adoption. Design scalable ITSM, ITOM, ITAM, and SPM solutions, including integrations, CMDB architecture, governance, and AI agents. Assess existing environments, lead discovery workshops, develop proofs of concept, support proposals, guide implementation, identify technical risks, and create reusable architecture assets. Collaborate with AI engineers and cross-functional teams while maintaining upgradeability and alignment with ServiceNow platform developments.
Cprime is an AI-first, human-centered partner, combining strategic consulting with industry-leading platforms to drive innovation, enhance efficiency, and shift enterprise toward AI native thinking. Founded in 2003 and headquartered in the US, our clients span the globe and include more than 300 of the Fortune 500 companies. We bring deep expertise across Atlassian, IBM Apptio, ServiceNow, cloud, data and enterprise agility to enable intelligent enterprises where people and AI orchestrate as one.
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The IT Solution Architect is a ServiceNow architect who helps enterprise clients decide how AI should change IT services and operations. You turn that direction into designs that are ready to build.
As AI automates more of the implementation work, clients need more help deciding what to build and how to get value from it. This role brings deep IT platform knowledge to that work and reports to the Solution Architect Lead.
What you will do:
- Advise IT leaders. Be a trusted ServiceNow advisor to client IT teams and explain technical trade-offs in business terms.
- Design IT solutions. Translate business and operating model needs into scalable solutions across ITSM, ITOM, ITAM, and SPM, including how AI agents fit in and how they are governed.
- Assess the current state. Review client instances, CMDB and data health, integrations and customizations to find what will help or hold back AI adoption.
- Design integrations. Define how ServiceNow connects to cloud platforms, identity providers, observability tools, middleware, and business applications.
- Run workshops. Lead IT discovery and design sessions, and turn business needs into a clear solution direction.
- Support new business. Contribute IT architecture to client workshops, business cases, proofs of concept, and proposals.
Prove feasibility. Build and test IT use cases in proofs of concept with our AI engineers, using tools such as Flow Designer and IntegrationHub. - Guide implementation. Hand off clear designs and answer architecture questions during the build. Flag risks, technical debt, and non-scalable customizations early.
- Build reusable assets. Turn client lessons into IT patterns, use case catalogs, and accelerators, following our architecture standards.
- Stay ahead of the platform. Track ServiceNow developments for IT and identify opportunities for clients.
Qualifications and skills:
- 6+ years of ServiceNow implementation, development, or architecture experience, including technical solution design.
- Bachelor's degree in computer science, information technology, engineering, or a closely related field.
- Strong experience with ServiceNow ITSM, plus at least one of ITOM, ITAM, or SPM.
- Solid knowledge of Now Platform architecture, CMDB and data model design, security, and integration design.
- Strong hands-on capability in JavaScript, ServiceNow scripting, REST and API-led integrations.
- Working knowledge of agentic AI on ServiceNow, including AI Agents and Moveworks, or strong interest in building it.
- Ability to balance out-of-the-box capability, configuration, and custom development while preserving upgradeability.
- Client-facing consulting experience, including workshops and stakeholder communication.
- Strong problem-solving ability, with the judgment to simplify complex requirements into practical design decisions.
- Comfortable working across cross-functional teams in ambiguous enterprise transformation environments.
Certifications:
- Required: ServiceNow Certified System Administrator (CSA).
- Strongly desired: Certified Implementation Specialist in ITSM (CIS-ITSM), and Certified Application Developer (CAD).
- Preferred: Additional CIS certifications in ITOM or other IT product lines, or progress toward Certified Technical Architect (CTA).
Cprime Boston, Massachusetts, USA Office
Boston, United States
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