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Our client, a leading financial services organization, is hiring a Senior ServiceNow Architect to join their team in Georgia. The successful candidate will define the ServiceNow platform's architecture and roadmap, oversee solution design and ensure delivery aligns with business objectives and enterprise standards.


Responsibilities

• Shape the ServiceNow platform architecture and roadmap to meet evolving business priorities.

• Design solutions across ITSM, ITOM, HRSD, CSM, ITAM, SAM, GRC and SecOps, incorporating integrations, AI and DevOps capabilities.

• Set architectural standards, design principles and governance processes to ensure consistent implementation.

• Provide technical direction on security, data integrity, scalability, resilience and platform upgrades.

• Collaborate with architects, platform owners and product teams to connect ServiceNow with the wider enterprise ecosystem.

• Assess and oversee the integration of agentic AI and generative AI tools.

• Lead the introduction of new ServiceNow functionality and platform releases.

• Create reference architectures, reusable frameworks and templates to streamline solution delivery.

• Contribute to infrastructure architecture across cloud and on-premises environments.

• Coach ServiceNow engineers and promote shared architectural knowledge and practices.

Skillset

• At least 7 years' experience in enterprise or solution architecture, delivering large-scale systems across multiple business and technology domains.

• At least 3 years' experience designing ServiceNow architectures and leading complex implementations across multiple modules.

• Minimum of 3 years' experience with core ServiceNow capabilities, including Service Catalog, Flow Designer, Integration Hub, CMDB, Discovery, Performance Analytics and custom applications.

• Strong knowledge of key ServiceNow modules, particularly ITSM, ITOM, CSM or GRC.

• Experience designing enterprise integrations using REST, SOAP, JDBC or similar technologies.

• Hands-on development skills in JavaScript, ServiceNow scripting and Studio/App Engine.

• At least one year's experience with agentic AI architectures, AI skills development and enterprise applications of generative AI.

• Knowledge of security, compliance and DevOps principles, ideally supported by experience with CI/CD pipelines, GitHub Actions and automated deployments.

• Familiarity with AWS or GCP, cloud-native services, multi-cloud architectures and cloud migration strategies would be an advantage.

• Strong stakeholder communication skills, with the ability to translate business requirements into architectural solutions.

Benefits

• Salary: $110k - $140k.

Our client, a leading insurance organization, are hiring a ServiceNow Platform Owner to join the team in New York. The successful candidate will take technical ownership of the ServiceNow platform, combining IT service management leadership with hands-on administration expertise to deliver a secure, scalable solution aligned with organizational requirements.
 

Responsibilities

• Define and lead the strategy, governance and technical roadmap for the ServiceNow platform.

• Manage the platform's configuration, administration, integrations, upgrades and overall performance.

• Improve core ITSM processes, including Incident, Problem, Change, Request and Configuration Management.

• Resolve complex administrative and technical platform issues through direct, hands-on involvement.

• Lead, mentor and develop a team of ServiceNow administrators and developers.

• Ensure all platform solutions are secure, scalable and aligned with wider business objectives.

• Assess ServiceNow releases and emerging capabilities, introducing valuable features where appropriate.

• Work with business and technology leaders to translate organizational priorities into a clear platform roadmap.

• Evaluate and challenge technical proposals from consultants, vendors and implementation partners.

• Analyze platform performance and adoption, using insights to drive continual improvement and maintain ITIL compliance.

Skillset

• Bachelor's degree in Computer Science, Information Systems or similar.

• Previous hands-on experience administering and configuring the ServiceNow platform.

• Recent ServiceNow technical expertise, ideally maintained within the past two years alongside management responsibilities.

• Proven experience overseeing ServiceNow implementations, significant upgrades or platform improvement programs.

• Strong leadership experience within an IT Service Management function.

• In-depth knowledge of ITSM processes, ITIL principles and service management best practices.

• Relevant ServiceNow certifications, including Certified System Administrator, Certified Implementation Specialist or Certified Application Developer, would are a big plus.

• Experience managing and developing ServiceNow administrators, developers or comparable technical teams.

• Strong communication and stakeholder management skills across executive, business and technical audiences.

Benefits

• Salary: Circa. $200k.

Our client, a leading Insurance organization, is hiring an experienced Senior Director of Global Service Delivery to join their team in New York. The successful candidate will lead and enhance enterprise-wide IT support and service management operations, as well as to be responsible for establishing scalable global standards, improving service reliability and delivering excellent user experiences.


Responsibilities

• Define and deliver a consistent global IT service strategy that supports business objectives, technology standards and user needs.

• Establish and lead scalable global Help Desk and Level 1/Level 2 support services across multiple regions.

• Direct proactive infrastructure monitoring, ensuring incidents and operational risks are identified, escalated and addressed quickly.

• Oversee enterprise-wide Incident, Major Incident, Problem, Change and Configuration Management processes.

• Implement robust procedures for escalation, root cause analysis, service recovery and change control.

• Lead the deployment, integration, and ongoing improvement of ITSM platforms, including ServiceNow, Freshworks or equivalent solutions.

• Introduce automated workflows, dashboards, reporting and performance measures to strengthen service quality and operational visibility.

• Manage global Managed Service Providers and specialist vendors against contractual obligations, SLAs, budgets and performance targets.

• Collaborate with business, technology, risk, audit, and governance teams to support regulatory compliance and respond to changing requirements.

• Drive service transformation, operational improvements, organizational change and team development across the global support function.

Skillset

• Master's or Bachelor's degree in Information Technology, Computer Science, Business or a related field.

• At least 12 years of progressive experience in IT service delivery or infrastructure operations, including a minimum of five years in a senior global leadership position.

• An advanced ITIL certification, such as ITIL Expert, ITIL Managing Professional or an equivalent credential.

• Proven success building and leading large-scale global Help Desk and enterprise technology support functions.

• Extensive knowledge of Incident, Major Incident, Problem, Change and Configuration Management practices.

• Significant experience implementing, integrating and improving ServiceNow, Freshworks or another enterprise ITSM platform.

• Practical expertise in workflow design, platform configuration, system integrations, automation, dashboards and service performance reporting.

• Experience supporting enterprise cloud environments using AWS, Microsoft Azure, Google Cloud or similar technologies.

• A strong background in managing global vendors and Managed Service Providers, including SLAs, contracts, budgets, performance and regulatory requirements.

• Excellent leadership, communication, analytical and stakeholder management capabilities, with the ability to influence teams across regions and cultures.

Benefits

• Salary: $180k - $200k

Our client, a leading ServiceNow Elite Partner, is hiring a German-speaking ServiceNow Business Analyst to join their newly established Centre of Excellence in Berlin. Leveraging your skills in HR Service Delivery (HRSD) and Customer Service Management (CSM), the successful candidate will lead requirements gathering, stakeholder engagement and solution design across complex ServiceNow transformation programmes.


Responsibilities

• Analyse, prioritise and translate business requirements into scalable ServiceNow HRSD, CSM and AI Solutions.
• Lead workshops and advise stakeholders on best-practice customer and employee service processes.
• Design end-to-end ServiceNow solutions, considering integrations, governance and platform standards.
• Identify and deliver AI-enabled use cases including intelligent automation, virtual agents and self-service capabilities.
• Support project delivery from discovery through to go-live, managing key stakeholder relationships throughout.
• Contribute to practice growth through pre-sales activities, RFP/RFI responses, proposal development, client presentations and solution demonstrations.
• Help shape the new Centre of Excellence by mentoring colleagues, sharing knowledge and supporting capability development.

Skillset

• Fluent German and English.
• Proven experience as a ServiceNow Business Analyst or Consultant with a strong focus on CSM or HRSD.
• Strong understanding of the ServiceNow platform, including workflows, integrations and solution architecture.
• Experience supporting sales and business development activities, including RFPs, bids, proposals, and client-facing presentations.
• Experience with emerging technologies including AI, Now Assist etc
• ServiceNow certifications such as CSA, CIS CSM or CIS HRSD are highly desirable.
• Excellent communication, stakeholder management and workshop facilitation skills.