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Service Now Architect

00070954131

About the Role

We are seeking an experienced, hands-on ServiceNow Architect to lead solution architecture and platform design for a large-scale telecom transformation programme. The role requires strong technical leadership, stakeholder engagement, and practical delivery experience across ServiceNow Telecommunications Service Management, Telecom Service Operations Management, Customer Service Management, IT Service Management, IT Operations Management, CMDB, Security Operations, Integrated Risk Management, integrations, and data migration.

Key Responsibilities

· Own end-to-end solution architecture across TSM, TSOM, CSM, ITSM, ITOM, CMDB, Discovery, Service Mapping, SecOps, IRM, integrations, reporting, and platform capabilities

· Translate business requirements, process designs, and fit-gap outcomes into scalable ServiceNow solution designs and implementation roadmaps

· Define the platform blueprint, application boundaries, integration patterns, data flows, security model, and non-functional requirements

· Design telecom service management solutions covering customer, product, service, resource, network, order, incident, case, and service assurance processes

· Lead CMDB and CSDM architecture, including CI hierarchy, product and service modelling, ownership, identification and reconciliation rules, data quality, and governance

· Architect integrations with OSS/BSS, CRM, monitoring, order management, fulfilment, identity, security, Jira, and enterprise systems using appropriate APIs and IntegrationHub patterns

· Provide architectural oversight for data migration, including source assessment, mapping, cleansing, reconciliation, validation, and migration cohort planning

· Facilitate discovery workshops, design sessions, technical deep dives, and architecture reviews with business, operations, security, and engineering stakeholders

· Review solution designs, technical specifications, user stories, acceptance criteria, and development outputs to ensure traceability and design compliance

· Define platform governance, coding standards, reusable design patterns, upgrade strategy, release controls, and technical debt management

· Guide development, testing, integration, and DevOps teams through build, system integration testing, user acceptance testing, deployment, and transition to support

· Identify architectural risks, assumptions, dependencies, and design decisions, and drive timely resolution through programme governance

· Ensure solutions meet security, performance, resilience, scalability, usability, audit, and regulatory requirements

· Provide technical leadership, mentoring, and quality assurance across the ServiceNow delivery team

Required Qualifications

· Extensive experience in ServiceNow architecture, solution design, and enterprise-scale delivery, preferably within telecommunications

· Strong architecture and implementation experience across TSM, TSOM, CSM, ITSM, ITOM, CMDB, Discovery, Service Mapping, SecOps, and IRM

· Strong understanding of telecom customer, product, service, resource, network, order, fulfilment, assurance, and operations domains

· Proven expertise in CSDM, CMDB governance, service modelling, identification and reconciliation, Discovery, and data quality management

· Experience designing complex integrations using REST, SOAP, IntegrationHub, MID Server, event-driven patterns, and secure authentication mechanisms

· Hands-on knowledge of JavaScript, Business Rules, Script Includes, Flow Designer, ACLs, UI Policies, data imports, platform configuration, and custom application development

· Experience with enterprise data migration, environment strategy, release management, CI/CD, upgrades, and ServiceNow platform governance

· Ability to lead workshops, challenge requirements constructively, communicate architecture decisions clearly, and influence senior business and technical stakeholders

· Strong understanding of security, privacy, audit, performance, scalability, resilience, and non-functional design considerations

· Excellent analytical, documentation, communication, stakeholder-management, and team-leadership skills

Preferred Certifications

· ServiceNow Certified Technical Architect or Certified Master Architect is highly desirable

· ServiceNow Certified System Administrator and Certified Application Developer

· Relevant implementation specialist certifications in ITSM, CSM, Discovery, Service Mapping, Event Management, SecOps, IRM, or Telecommunications products

· ITIL or TOGAF certification is advantageous. Relevant cloud, integration, security, or telecom-domain certifications are an added benefit.

Things to know before you apply

  • Work authorization: Cognizant will only consider applicants for this position who are legally authorized to work in Canada without requiring employer sponsorship, now or at any time in the future.
  • Accommodations: If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.
  • AI in hiring: We use artificial intelligence (AI) tools to help us screen and assess applications more efficiently. Our team performs additional human review and ultimately decides who moves forward in our hiring process.
  • Open position: Unless otherwise stated, this job posting is for an open position on our team.
  • Language proficiency: We ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you’ll deliver services to and collaborate with stakeholders outside the province who may not speak French.
  • Inclusion: Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws.

About Cognizant
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.

Benefits that help you thrive and grow

Our benefits program is built with you in mind—so you can enjoy a fulfilling, balanced and healthy life.

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Financial wellbeing

We regularly review market data to ensure compensation reflects the value you bring. Your benefits extend beyond pay and may include financial education, a pension plan with matching contributions, etc.

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Physical and mental health

We empower you to prioritize your wellbeing through paid time off, flexible working where possible, healthcare plans, counselling, our Mental Health Allyship program and more. 

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Your career, your way

With 350,000+ roles at Cognizant, you’ll have opportunities explore new technologies, industries and locations—and build the skills you need to grow your career.

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Real-world impact

Think about the biggest brands you rely on. Chances are, they rely on us to help strengthen their business. Here, you’ll turn bold ideas into solutions that improve lives everywhere.

Your path to Cognizant

Here’s what you can expect from our hiring process. Please keep in mind that it may vary by role and location. Explore our FAQs to learn more.

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Step 1: Apply to the right opportunity

Find an open role that matches your skills and career goals and show us why you’re the person for the job. Don’t see the right opportunity? Consider joining our Talent Community.

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Step 2: Connect with your recruiter

If one of our recruiters sees a fit, they’ll set up a short intro call to learn more about you and how your experiences and skills match the role.

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Step 3: Show off your skills

If you and our team would like to continue the process, you’ll interview with our hiring team. Some roles may also require technical assessments and/or client interviews.

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Step 4: Decision time

Our team will then review each candidates’ potential to succeed in the role. This step may take some time because we want to find the right fit for both you and us—but you can count on us to keep you updated.

CAN Brigitte
Cognizant is great for those wanting to make the world a better place, as we create solutions with top technology partners to address complex problems for our clients.
Brigitte Roy Director of Strategy Alliances
CAN Rahul
I’m supported by motivational leaders who empower me to grow in my career through learning programs, industry conferences and internal job moves. I’m proud of the career progression I’m making here.
Rahul Sathe Principal Product Architect – Insurance
Can Amita
The moment I joined Cognizant, I felt like I belonged. I was heard and empowered to challenge ideas—and I still am to this day.
Dr. Amita Oppal Gill Service Line Sales Manager
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Cognizant has one of the best learning ecosystems you can ask for. From sponsored certifications to training platforms to mentorship, we have all that we need to grow.
Debashish Mishra SAP MM Developer

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