Job Description: ServiceNow Architect (Malaysia)

Job Title: ServiceNow Architect

Location: Malaysia (Hybrid/On-site

Employment Type: Full-time

Experience Level: Senior / Lead

Role Overview

We are seeking an experienced ServiceNow Architect to lead the design, architecture, and governance of enterprise-level ServiceNow solutions. The ideal candidate will be responsible for defining technical strategies, ensuring platform scalability, and guiding development teams to implement best-practice ServiceNow solutions aligned with business objectives.

This role requires deep technical expertise in the ServiceNow platform, strong leadership capabilities, and the ability to translate complex business requirements into scalable architectural designs.

Key Responsibilities

• Define and lead the overall architecture strategy for the ServiceNow platform
• Design scalable, secure, and high-performance ServiceNow solutions
• Provide technical leadership and mentorship to ServiceNow developers and administrators
• Establish development standards, governance models, and best practices
• Lead the implementation of ServiceNow modules such as:
  • IT Service Management (ITSM)
  • IT Operations Management (ITOM)
  • IT Asset Management (ITAM)
  • HR Service Delivery (HRSD)
  • Customer Service Management (CSM)
• Architect integrations between ServiceNow and enterprise systems using REST, SOAP, and other integration methods
• Design and manage ServiceNow CMDB architecture and data models
• Evaluate and recommend platform enhancements and new ServiceNow capabilities
• Oversee platform upgrades, performance tuning, and system optimization
• Collaborate with business stakeholders, product owners, and IT leadership to define technical roadmaps
• Ensure compliance with security policies and regulatory requirements
• Support project delivery by reviewing technical designs and code implementations
• Participate in solution design workshops and technical planning sessions
• Provide technical documentation and architectural diagrams

Required Qualifications

• Bachelor’s Degree in Computer Science, Information Technology, or related field
• 7–10+ years of experience in IT, including 5+ years working with the ServiceNow platform
• Proven experience designing and implementing enterprise-level ServiceNow solutions
• Strong expertise in:
  • ServiceNow platform architecture
  • JavaScript and ServiceNow scripting
  • Integration design (REST/SOAP APIs)
  • CMDB architecture and data modeling
  • ServiceNow workflows and Flow Designer
• Strong understanding of ITIL processes and ITSM best practices
• Experience leading technical teams and large-scale implementations
• Excellent analytical and problem-solving skills
• Strong communication and stakeholder management skills

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Application Developer (CAD)
• ServiceNow Certified Implementation Specialist (CIS) – ITSM or other modules
• ServiceNow Certified Technical Architect (CTA) (Highly Preferred)
• Experience with:
  • ServiceNow ITOM (Discovery, Service Mapping)
  • ServiceNow IntegrationHub
  • MID Server configuration
  • ServiceNow Security Operations (SecOps)
  • DevOps integration
  • Agile/Scrum delivery environments
• Experience working in enterprise or multinational environments
• Knowledge of cloud platforms such as AWS, Azure, or Google Cloud

Technical Skills

• ServiceNow Platform Architecture
• Enterprise Solution Design
• JavaScript
• REST & SOAP APIs
• IntegrationHub
• CMDB Architecture & Governance
• ITSM / ITOM / ITAM / HRSD / CSM
• Platform Performance Optimization
• Security & Access Controls (ACLs)
• Workflow & Flow Designer
• System Integration & Middleware
• DevOps and CI/CD practices

Soft Skills

• Strategic thinking and solution design
• Leadership and mentoring skills
• Strong stakeholder communication
• Decision-making and problem-solving
• Ability to manage multiple priorities
• Strong documentation and presentation skills