Panzer Technologies Pvt Ltd
Job Title: Application Architect – ServiceNow ITSM – B9 **India**
Duration: 15 Nov 2025 – 15 May 2026
No. of Positions: 5
• *Must be onsite at any of the following office locations:
• Bengaluru
• Delhi/New Delhi
• Mumbai
• Chennai
• Pune
• Hyderabad
• Kolkata
• Coimbatore
• Noida
• Bhubaneshwar
• Ahmedabad
• Kochi
Job Requirements:
Years of experience: 15+
Position Overview:
– We are looking for an experienced and dynamic Application Architect specializing in ServiceNow IT Service Management (ITSM).
– The ideal candidate will have over 15+ years of experience in ServiceNow ITSM implementations and design, a strong background in pre-sales activities and solutioning, and hands-on experience in Agile project management.
– This role requires a candidate with expertise in creating scalable and innovative ServiceNow ITSM solutions while maintaining a deep understanding of the latest industry trends and best practices.
– The ideal candidate should also hold the ServiceNow Certified System Administrator (CSA), Certified Application Developer (CAD), and Certified Implementation Specialist – ITSM (CIS-ITSM) certifications.
– ServiceNow Certified Technical Architect (CTA) or Certified Master Architect (CMA) certifications are preferred.
Key Responsibilities:
• Lead the design, architecture, and implementation of ServiceNow ITSM solutions that meet client requirements and provide a seamless customer experience.
• Work closely with clients to understand business needs, mapping out processes, and providing custom ITSM solutions that improve customer service operations.
• Engage in pre-sales activities such as requirements gathering, solution design, estimation, and proposal creation, ensuring alignment with customer objectives.
• Act as a trusted advisor to clients, guiding them through complex ServiceNow ITSM implementations and helping them realize the full potential of the platform.
• Oversee the configuration and customization of ServiceNow ITSM modules, ensuring the delivery of high-quality, scalable solutions.
• Design and implement integrations between ServiceNow ITSM and third-party systems (e.g., CRM, ERP, Monitoring applications) to streamline customer service workflows.
• Collaborate with project management and technical teams to ensure timely and successful delivery of ITSM solutions, using Agile methodologies to manage sprints and backlogs.
• Lead workshops and training sessions to educate clients and internal teams on ServiceNow ITSM best practices and the platform’s capabilities.
• Troubleshoot and resolve complex issues related to ITSM implementations, providing effective solutions and continuous improvements.
• Stay current with ServiceNow’s latest releases, capabilities, and trends within the ITSM space, integrating new features as appropriate.
Required Qualifications:
• At least 15 years of experience working with the ServiceNow platform, with a focus on ITSM implementations and solution design.
• Hands-on experience with ServiceNow ITSM modules such as Incident Management, Problem Management, Change Management, Service Catalog, Knowledge Management, Service Portal, and Virtual Agent.
• Proven track record of leading ServiceNow ITSM implementations from inception to deployment, including requirement analysis, design, and customization.
• Strong pre-sales experience, including involvement in scoping, solutioning, estimation, and client presentations.
• CSA (Certified System Administrator) Certified Application Developer (CAD), and CIS-ITSM (Certified Implementation Specialist – ITSM) certification are required.
• ServiceNow Certified Technical Architect (CTA) or Certified Master Architect (CMA) certification preferred.
• Solid experience with Agile project management, including backlog management, sprint planning, and delivering projects in iterative cycles.
• Ability to work with cross-functional teams (e.g., business analysts, developers, and QA) to ensure solutions are delivered according to the client’s needs.
• Strong understanding of ITSM workflows, best practices, and the overall customer service lifecycle.
• Experience integrating ServiceNow ITSM with other systems
• Exceptional communication and presentation skills, with the ability to interact effectively with clients at all levels.
• Strong problem-solving skills and the ability to drive resolution on complex issues in a timely manner.
Desired Qualifications:
• Experience with ServiceNow Performance Analytics and reporting in the context of ITSM.
• Familiarity with advanced ServiceNow features such as AI-driven customer support, automation, and self-service options.
• Knowledge of ITIL and other frameworks, particularly those related to customer service operations.
• Experience in managing and mentoring junior team members and sharing knowledge to build a high-performing team.
• Experience in change management and supporting the adoption of new tools and technologies within customer service environments.