Solutions Architect (ServiceNow ITSM)

Location: Philadelphia, PA 19106, United States

Company

hirify.global is a large retail company with more than 27,000 associates, offering value-priced products through a multi-location business.

What you will do

• Serve as the senior technical authority and primary architect for the ServiceNow platform and broader ITSM ecosystem.
• Lead end-to-end solution design for Incident, Problem, Change, Request, Knowledge, CMDB, ITOM, service desk, contact center, chat, and self-service capabilities.
• Translate business needs into scalable technical solutions, architecture patterns, data models, and integration approaches.
• Shape the platform strategy, roadmap, backlog prioritization, business cases, and continuous improvement initiatives.
• Design and govern integrations with PagerDuty, Zendesk, contact center platforms, identity systems, infrastructure, and security data sources.
• Establish architectural standards, ensure auditability and data integrity, and mentor analysts, developers, administrators, and implementation partners.

Requirements

• 8–10+ years of experience in ITSM solution design or architecture.
• ServiceNow Certified System Administrator (CSA) certification.
• Experience as a ServiceNow Product Owner, Platform Owner, or Architecture Lead.
• Deep hands-on experience with ServiceNow ITSM modules, Virtual Agent, Mobile, Discovery, CMDB, Service Mapping, and Event Management.
• Experience building, stabilizing, governing, and maturing CMDB and ITOM implementations, including data quality remediation and service ownership.
• Strong knowledge of ITIL-based service management, data modeling, APIs, external integrations, governance, and scalable solution design.

Nice to have

• Certified Implementation Specialist certifications in ITSM, Discovery, or Service Mapping.
• Certified Technical Architect (CTA) certification.
• Experience with PagerDuty, Zendesk, Salesforce, AIOps, observability platforms, SailPoint, or Azure AD.
• Experience in retail or multi-location support environments.

Culture & Benefits

• Culture focused on energy, creativity, passion, big ideas, and an enjoyable workplace experience.
• Health coverage and financial and personal wellness benefits are available.
• Reasonable workplace accommodations are provided during the employment process.