The Role
Define and govern ServiceNow architecture and roadmap; lead solution design workshops; architect ITSM, CSM, domain-separated, CMDB, Discovery, integration, and migration solutions; review technical designs; establish governance, security, performance, and upgrade strategies; and mentor technical teams. Collaborate with enterprise architects, infrastructure teams, and business stakeholders while delivering enterprise-scale implementations and leading architecture governance.
Summary Generated by Built In
This is a remote position.
About thinkbridge:
We are a global digital product development firm that helps growth-stage companies gain the technology sophistication and maturity of leading modern digital businesses. We differentiate ourselves by delivering exceptional quality at scale and speed with our thinkstack accelerators. We started with the vision of being able to build amazing software fast. A new way to build software without any of the compromises that currently plague software development. A new way to focus on the outcomes instead of the tech, tools, methodologies, processes and vanity artifacts.
Why is thinkbridge a great place to work?
At thinkbridge, we are not just paving the way for exceptional digital experiences; we're also redefining the future of work. Our "Remote First" philosophy allows you to take a dive into a world where work doesn’t tie you down. We’re pioneering a Remote First approach, ensuring you’re connected, no matter where you are. We foster and encourage a diverse and inclusive work culture where employees feel valued, respected, are encouraged to voice their ideas, have equal opportunities and are treated fairly. We encourage and provide for our employees health and well-being initiating wellness programs, provide mental health resources, and ergonomically designed workspaces to support employees’ physical and mental health. We understand the value of work-life balance, hence we follow Flexible Work Hours, to ensure they can rejuvenate besides managing their personal commitments without much hassle. At thinkbridge, it's more than just a job. It's a journey of innovation, growth, and balance. Join us in shaping the future!
thinkbridge is a place where you can:
- Think bigger – because you have the time, opportunity, and support it takes to dig deeper and tackle larger issues.
- Move faster – because you’ll be working with experienced, helpful teams who can guide you through challenges, quickly resolve issues, and show you new ways to get things done.
- Go further – because you have the opportunity to grow professionally, add new skills, and take on new responsibilities in an organization that takes a long-term view of every relationship.
thinkbridge..there’s a new way there. ™
We live by five core values:Outcomes, Quality, Accountability, Communication and Care. This role embodies all five - you'll own outcomes, maintain high technical standards, and communicate effectively across all levels.
Experience Level:Mid-Level – 14+ years overall IT experience with 6+ years in ServiceNow architecture, design, and implementation.
Work Schedule: US Shift
Standard Hours: 8:30 PM IST – 4:30 AM IST
During US Daylight Saving Time (March–November): 7:30 PM IST – 3:30 AM IST
Role Overview:Looking for a ServiceNow Architect with 14+ years of overall IT experience, including 6+ years in ServiceNow architecture, design, and implementation. The ideal candidate should have strong expertise in ITSM, CSM, Domain Separation, CMDB, Discovery, integrations, data migration, and platform governance, with a proven track record of delivering enterprise-scale ServiceNow solutions.
What is expected out of you?
As a part of this job
- Define and govern the overall ServiceNow platform architecture and roadmap.
- Lead solution design workshops and translate business requirements into scalable ServiceNow solutions.
- Architect and implement ITSM and CSM solutions following ServiceNow best practices.
- Design multi-tenant ServiceNow environments using Domain Separation.
- Define CMDB strategy, Discovery architecture, and service mapping approach.
- Review and approve technical designs, customizations, integrations, and data migration strategies.
- Establish platform governance, security, performance, and upgrade strategies.
- Mentor developers, administrators, and business analysts.
- Collaborate with enterprise architects, infrastructure teams, and business stakeholders.
Requirements
- ITSM Expertise:Strong hands-on experience in implementing and architecting ,Incident Management, Problem Management, Change Management, Request Management, Knowledge Management, Service Catalog, SLA Management, Major Incident Management, CMDB, and Asset Management
- CSM Expertise:Proven experience in designing and implementing Customer Service Management (CSM), Case Management, Case Lifecycle Management, Customer Portal/Employee Center, Entitlements & Contracts, Omnichannel Support, Agent Workspace, and Knowledge Integration.
- Case & Incident Management:Strong understanding of Case-to-Incident workflows, Incident-to-Problem relationships, Escalation Models, Queue Management, Assignment Rules, SLA/OLA design, and Service Operations processes.
- Domain Separation:Hands-on experience with Domain-Separated Architecture, MSP and Multi-Business Unit implementations, Domain Hierarchy Design, Data Segregation Strategies, Cross-Domain Reporting & Access Controls, and Domain-Aware Integrations.
- CMDB & Discovery:Expertise in ServiceNow Discovery, MID Server deployment & management, CMDB Health, Identification & Reconciliation Engine (IRE), Service Mapping, CI Class Models, Discovery Patterns, Cloud Discovery, and Dependency Mapping.
- Data Migration & Integrations:Experience with Import Sets, Transform Maps, Data Sources, Coalesce & Data Reconciliation, Bulk Data Migration, REST APIs, SOAP APIs, IntegrationHub, Web Services, and ETL Design.
- Platform Development:Strong knowledge of Flow Designer, Workflow Editor, Business Rules, Script Includes, Client Scripts, UI Policies, ACLs, Service Portal, Agent Workspace, UI Builder, Scoped Applications, Update Sets, Application Repository, Performance Analytics, Reporting, and Dashboards.
Preferred Certifications:
- ServiceNow Certified System Administrator (CSA)
- ServiceNow Certified Application Developer (CAD)
- ServiceNow Certified Implementation Specialist – ITSM
- ServiceNow Certified Implementation Specialist – CSM
- ServiceNow Certified Technical Architect (CTA) – Highly Preferred
Desired Experience:
- Experience delivering multiple end-to-end ServiceNow implementation programs.
- Strong background in large enterprise environments.
- Experience with multi-instance and multi-domain ServiceNow deployments.
- Excellent stakeholder management, consulting, and communication skills.
- Proven experience leading global delivery teams and architecture governance boards.
Benefits
What we offer:
- Dedicated Learning & Development Budget – Fuel your growth with resources dedicated to skill enhancement.
- Cutting-Edge Projects – Work on exciting projects using the latest technologies.
- Employee-Friendly Leave Policy – Enjoy ample leave options to maintain a healthy work-life balance.
Work Environment:
- Remote-First Culture: At thinkbridge, we all work from wherever we choose but come together during set hours to collaborate. Using simple online tools, we stay connected and get great work done.
- Leave & Time-off – All leaves taken are paid leaves. And all the leave and time off are likely pre-approved leaves intended for planned vacations, personal commitments, or any other needs requiring prior approval.
- Comprehensive Medical & Term Insurance: Full coverage for you and your family peace of mind.
- Work-From-Workweek (WWW): Twice or thrice a year, we come together for One-week sprints to collaborate in person, foster stronger team bonds, and align on goals. All travel expenses are covered in the form of an allowance which is called a work week allowance.
- We organize city-wise, company-sponsored local meetups—fun-filled day outings with your colleagues!
- At thinkbridge, you get reimbursed for approved certifications and short courses that support your role.
- We embrace diversity and ensure equal opportunity for everyone, fostering an inclusive workplace where all voices are valued.
Join thinkbridge to be part of a purpose-driven, innovation-led organization that invests in your growth and empowers you to build a brighter future.
Skills Required
- 14+ years of overall IT experience
- 6+ years of ServiceNow architecture, design, and implementation experience
- Hands-on ITSM implementation and architecture experience, including Incident, Problem, Change, Request, Knowledge, Service Catalog, SLA, Major Incident, CMDB, and Asset Management
- ServiceNow CSM experience, including Case Management, Case Lifecycle Management, Customer Portal or Employee Center, Entitlements and Contracts, Omnichannel Support, Agent Workspace, and Knowledge Integration
- Understanding of Case-to-Incident workflows, Incident-to-Problem relationships, escalation models, queue management, assignment rules, SLA/OLA design, and service operations
- Hands-on Domain Separation experience, including MSP or multi-business-unit implementations, domain hierarchy, data segregation, cross-domain reporting, access controls, and domain-aware integrations
- Expertise in ServiceNow Discovery, MID Server deployment and management, CMDB Health, IRE, Service Mapping, CI class models, Discovery Patterns, Cloud Discovery, and dependency mapping
- Data migration and integration experience with Import Sets, Transform Maps, Data Sources, Coalesce, data reconciliation, bulk migration, REST, SOAP, IntegrationHub, Web Services, and ETL design
- Knowledge of Flow Designer, Workflow Editor, Business Rules, Script Includes, Client Scripts, UI Policies, ACLs, Service Portal, Agent Workspace, UI Builder, Scoped Applications, Update Sets, Application Repository, Performance Analytics, reporting, and dashboards
- Experience delivering multiple end-to-end ServiceNow implementation programs
- Strong background in large enterprise environments
- Experience with multi-instance and multi-domain ServiceNow deployments
- Stakeholder management, consulting, and communication skills
- Experience leading global delivery teams and architecture governance boards
- ServiceNow Certified System Administrator (CSA)
- ServiceNow Certified Application Developer (CAD)
- ServiceNow Certified Implementation Specialist - ITSM
- ServiceNow Certified Implementation Specialist - CSM
- ServiceNow Certified Technical Architect (CTA)
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The Company
What We Do
The year was 2014. Software development was becoming increasingly commoditized. Speed and cost issues were taking priority over strategy, execution, and long-term scalability. Growth-stage companies were getting caught in the middle of it all. If they turned to one of the many smaller dev shops that emerged, they wouldn’t get the strategic capabilities and thinking needed to make their project successful. But if they went with a big consulting firm, the costs would be prohibitive. That’s when a group of consulting and technology veterans came together over a new idea for software development. They knew that developers would get better results if they had more time to think through their projects before rushing straight to coding. And they wanted to start an employee-focused company that was all about enabling developers to do their best work. So they created a new model for outsourced development where developers would spend 80% of their time thinking about the solution and 20% coding it. This would give smaller companies the strategic thinking needed to compete with much larger corporations. Today, thinkbridge is how mid-market companies turn into tech disruptors, drive growth, and increase their valuations. Middle market leaders are no longer stuck between the limitless costs of big consulting firms and the limited capabilities of smaller dev shops. With a unique “think bigger, move faster, go further” approach to technology innovation, thinkbridge has achieved a client NPS rating in the 90s and a client retention rate of over 90%. thinkbridge. There’s a new way there Think Bigger | Move Faster | Go Further
