ESM Tool Architect

Envision Employment Solutions is currently looking for ESM Tool Architect for one of our partners, a leader in the Consulting & Technology Services!

Objective:

The ESM Tool Architect is responsible for designing, governing, and evolving Enterprise Service Management (ESM) tool architecture, primarily based on the ServiceNow platform. The role ensures that ESM solutions are scalable, secure, and aligned with business processes across IT and enterprise functions such as HR, Facilities, Security, and Customer Service.

Responsibilities:

• Design and own the ESM tool architecture based on ServiceNow best practices
• Define target architecture, solution blueprints, and integration patterns for ESM
• Lead the implementation and evolution of ServiceNow modules supporting ESM (e.g. ITSM, HRSD, CSM, ITOM)
• Ensure governance, platform standards, and instance health across ESM tools
• Define and maintain the ESM roadmap aligned with business and service management objectives
• Design integrations between ServiceNow and enterprise systems (e.g. monitoring, ERP, CRM)
• Support automation, workflow optimization, and self service enablement
• Collaborate with delivery, platform, and process stakeholders to ensure architectural alignment
• Provide architectural guidance during transition, transformation, and run phases.

Requirements

• Strong 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 / Service Management frameworks
• Experience designing scalable, enterprise wide tool landscapes
• Strong stakeholder management and communication skill