ESM Tool Architect – ServiceNow Specialist

About the role

Envision Employment Solutions is seeking an experienced ESM Tool Architect to join a leading Consulting & Technology Services partner. The role focuses on designing, governing, and evolving Enterprise Service Management solutions built on the ServiceNow platform, supporting IT and enterprise functions such as HR, Facilities, Security, and Customer Service.

Key responsibilities

• Design and own the end‑to‑end ESM tool architecture following ServiceNow best practices.
• Define target architecture, solution blueprints, and integration patterns for enterprise‑wide ESM.
• Lead implementation and continuous improvement of ServiceNow modules (ITSM, HRSD, CSM, ITOM).
• Ensure platform governance, standards compliance, and instance health across all ESM tools.
• Maintain an ESM roadmap aligned with business and service‑management objectives.
• Design and implement integrations between ServiceNow and systems such as monitoring tools, ERP, and CRM.
• Support automation, workflow optimization, and self‑service enablement.
• Collaborate with delivery, platform, and process stakeholders to guarantee architectural alignment.
• Provide architectural guidance during transition, transformation, and operational phases.

Required profile

• 6‑9 years of experience as a Tool Architect or Solution Architect in Enterprise Service Management.
• Hands‑on experience with ServiceNow architecture and multi‑module implementations.
• Strong understanding of ITIL, SIAM, and Service Management frameworks.
• Proven ability to design scalable, enterprise‑wide tool landscapes.
• Excellent stakeholder management and communication skills.

Required skills

• ServiceNow (architecture, ITSM, HRSD, CSM, ITOM)
• ITIL framework
• SIAM methodology
• Enterprise integration (monitoring systems, ERP, CRM)