ITSM Solutions Architect

The ITSM Solutions Architect is responsible for the analysis, design, development, and support of ServiceNow. The ITSM Solutions Architect will possess knowledge and hands-on skills to adapt ServiceNow to Business needs. The ITSM Solutions Architect will work closely with the Manager of IT service operations and the Service desk supervisor to oversee the timely delivery of quality technical support. The ITSM Solutions Architect should be able to maintain a thorough understanding of ITSM best practices and ITIL fundamentals while developing or configuring workflows, forms, and integrations.

Essential Duties

  • Administering, configuring, and developing capabilities to configure the ServiceNow platform to align with IT Service Management policy, process, and procedures.
  • Ability to develop and configure applications using ServiceNow technology; Build Workflows and write automated scripts
  • Design, Development, and Implementation of ServiceNow customization including, but not limited to core setup, workflow administration, reporting, data imports, custom scripting, and third-party software integrations
  • Developing and configuring the ITSM Solution platform user interface, screen elements, workflows, mobile interfaces, plugins, and branding.
  • Ability to translate business requirements into technical requirements and then build / configure solutions to address the business requirements
  • Integrate with identified monitoring and Discovery tools for population of the CMDB and proactive Incident prevention / reporting
  • Configuring and maintaining application security across all modules and interfaces.
  • Configuring and implementing scripts in the form of business rules, client scripts, UI actions and UI policies in the ITSM Solution.
  • Identify and Troubleshoot Issues in ServiceNow and recommend solutions keeping the long-term usability perspective
  • Assisting with identifying and implementing orchestration for IT automation.
  • Create and maintain design specifications, architectural diagrams, and process diagrams supporting and communicating changes to the ITSM Solution platform applications
  • Maintain pace with ServiceNow versioning and new features
  • Perform upgrades and customizations of ServiceNow platform applications based on guidance from project manager, Manager of IT service operation, and customers
  • Develop training materials and provide end-user or IT technician training on using ServiceNow
  • Maintain a sound understanding of the ITSM Solution Architecture and design methodologies
  • Ability to execute all phases of the software development life cycle
  • Developing, building, testing, deploying, and updating alerts and notifications using e-mail and other messaging capabilities within the platform.
  • Provide on-call support for ServiceNow as needed


  • Demonstrable understanding of ITIL best practice
  • Experience developing ServiceNow APIs, ServiceNow Workflows, UI Pages, UI Macros, Business Scripts, Client Scripts, UI Scripts, UI Actions, UI Policies, Script Includes, Security Rules
  • Understanding of ServiceNow’s cloud-based SaaS model
  • Demonstrated ability to explain technology issues and work progress to both technical and non-technical staff
  • Demonstrated ability to work as part of a team
  • Excellent communication and analytical skills
  • Experience with monitoring tools integration with ServiceNow a plus
  • Have been involved in an implementation of ServiceNow as an ITSM tool
  • Capacity to adapt to constantly changing environments


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


This job has no supervisory responsibilities.


  • Associates or bachelor’s degree in Computer Sciences or related field
  • ITIL Certified to at least Foundation V3 level
  • Four (4) years of experience developing on the ServiceNow platform including creation and/or customization of the core applications such as Asset, Configuration, Incident, Change, Service Request, Service catalog, etc.


Ability to read and comprehend detailed instructions, correspondence, and memos. Ability to professionally execute excellent verbal and written communications. Ability to effectively present information in one-on- one and small group situations to customers, clients, and other employees of the organization.


Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.


Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee frequently is required to reach with hands and arms.  The employee is occasionally required to stand and walk.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.



The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


The noise level in the work environment is usually moderate.


NOTE: This is not necessarily an exhaustive list of responsibilities, skills, duties, requirements, efforts or working conditions associated with the job.  While this list is intended to be an accurate reflection of the current job, Frontline Homeowners Insurance reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed when circumstances change.



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