At a Glance
- Tasks: Lead the design and implementation of innovative ServiceNow solutions for ITSM and employee experiences.
- Company: Join a global tech consulting firm transforming businesses with digital solutions.
- Benefits: Competitive salary, flexible work arrangements, and opportunities for professional growth.
- Other info: Collaborative environment with mentorship and career advancement opportunities.
- Why this job: Make a real impact by optimising digital workflows and enhancing user experiences.
- Qualifications: 10+ years in ServiceNow with strong expertise in ITSM and AI-driven solutions.
The predicted salary is between 63000 - 77000 £ per year.
LTM is a global technology consulting and digital solutions company that enables enterprises across industries to reimagine business models, accelerate innovation, and maximize growth by harnessing digital technologies.
As a digital transformation partner to more than 750 clients, LTM brings extensive domain and technology expertise to help drive superior competitive differentiation, customer experiences, and business outcomes in a converging world.
Powered by nearly 90,000 talented and entrepreneurial professionals across more than 30 countries, LTM — a Larsen & Toubro Group company — combines the industry-acclaimed strengths of erstwhile Larsen and Toubro Infotech and Mindtree in solving the most complex business challenges and delivering transformation at scale.
For more information, please visit www. ltm. com .
- Title : Service Now lead/architect
- Service Now Lead Consultant / Senior Service Now Solution Architect with 10+ Yrs of Exp
- Job Summary
We are seeking a highly experienced Service Now professional to lead the design, implementation, and optimization of Service Now ITSM and Employee Experience solutions.
The ideal candidate will possess strong expertise in Service Now ITSM Pro, Now Assist, Agentic AI, Virtual Agent, Platform Analytics, Service Portal, UI Builder, and enterprise integrations.
The role involves working closely with business stakeholders, architects, and delivery teams to design scalable digital workflows, AI-driven automation, and user-centric service experiences.
Key Responsibilities
- Service Now Platform & ITSM
- Lead implementation and enhancement of ITSM processes including Incident, Problem, Change, Request, Knowledge, and Major Incident Management.
- Configure and optimize ITSM Pro capabilities and best practices.
- Drive Service Now platform governance, performance, scalability, and upgrade planning.
- Now Assist & Agentic AI
- Design and implement Service Now Now Assist capabilities across ITSM processes.
- Define and configure AI Agents, Agentic Workflows, and AI-powered operational use cases.
- Assess governance, risk, compliance, and security considerations associated with AI capabilities.
- Collaborate with stakeholders to identify suitable automation opportunities leveraging Agentic AI.
- Virtual Agent & Conversational Experiences
- Design and develop Virtual Agent topics and conversational workflows.
- Integrate Virtual Agent with ITSM, Service Catalog, Knowledge Management, and external systems.
- Improve employee and support experiences through self-service and AI-assisted interactions.
- Service Portal & UI Builder
- Design modern employee experiences using Employee Center, Service Portal, and UI Builder.
- Develop reusable UI components, custom pages, and workspace experiences.
- Ensure high usability, accessibility, and responsive design standards.
- Platform Analytics & Reporting
- Design dashboards, scorecards, KPIs, Performance Analytics indicators, and executive reports.
- Provide operational insights and service performance measurements.
- Enable data-driven decision-making through analytics and visualization.
- Integrations & Automation
- Lead integrations with enterprise applications using Integration Hub, REST, SOAP, MID Server, and spokes.
- Design integration patterns, orchestration workflows, and event-driven automation.
- Work with external systems such as Azure Dev Ops, IAM, Monitoring Tools, Asset Management, and IT Operations platforms.
- Architecture & Leadership
- Provide solution architecture guidance and technical leadership.
- Participate in discovery workshops, roadmap planning, and solution design sessions.
- Mentor development and administration teams.
- Review technical designs and ensure alignment with Service Now best practices.
- Required Skills
- Service Now Products
- ITSM / ITSM Pro
- Now Assist
- AI Agents & Agentic AI
- Virtual Agent
- Performance Analytics
- Integration Hub
- Service Portal
- UI Builder
- Employee Center
- Flow Designer
- App Engine
- Technical Skills
- Java Script
- REST APIs
- SOAP APIs
- JSON/XML
- Integration Hub Spokes
- MID Server
- Service Now Scripting
- ACLs, Business Rules, Client Scripts
- Catalog Development
- Analytics & Reporting
- Performance Analytics
- Dashboards
- KPI Frameworks
- Executive Reporting
- Data Visualization
- Soft Skills
- Stakeholder Management
- Workshop Facilitation
- Solution Architecture
- Requirement Gathering
- Program Governance
- Executive Communication
- Preferred Qualifications
- Service Now Certified System Administrator (CSA)
- Certified Implementation Specialist (CIS-ITSM)
- Certified Application Developer (CAD)
- Service Now Certified AI Professional / Generative AI Certifications
- Service Now Certified Technical Architect (CTA) preferred
- ITIL V4 Foundation or Managing Professional
Experience
- 10+ years of Service Now platform experience.
- 5+ years in ITSM implementations.
- 2- 3 years in Now Assist Agentic AI implementation
- Experience with AI-enabled Service Now solutions, Now Assist, Virtual Agent, and enterprise integrations.
- Experience leading large-scale Service Now transformation programs in enterprise environments.
- Nice to Have
- AI Governance and Responsible AI experience.
- Knowledge of AIOps, Event Management, CMDB, and ITOM.
- Experience with Agentic AI adoption frameworks and operational governance.
- Multi-cloud and enterprise integration experience.
ServiceNow Architect employer: LTM
LTM Company is an exceptional employer that fosters a collaborative and innovative work culture, making it an ideal place for professionals seeking to make a meaningful impact in the technology sector. With a strong focus on employee growth, LTM offers ample opportunities for career advancement and skill development, particularly in the dynamic field of Salesforce B2C Commerce Cloud. Located in London, employees benefit from a vibrant city atmosphere while enjoying a flexible work arrangement that promotes work-life balance.
