ESM Tool Architect

Description

Envision Employment Solutions is currently looking for an ESM Tool Architect for one of our partners, a leader in the consulting and 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 skills