Senior ServiceNow Solution Architect - ITOM & CSDM

Pragma Technologies is an innovative IT company specializing in consulting and technology services across the German-speaking region (DACH). With a team of around 50 dedicated professionals, we deliver modern digital solutions and help organizations transform their processes, platforms, and technology landscapes. We are headquartered in Hamburg, Germany and Lucerne, Switzerland. We are looking for an experienced ServiceNow Solution Architect with a strong development background and deep expertise in ITOM, CMDB, CSDM, and NowAssist to join our growing offshore delivery team based in India. As a ServiceNow Solution Architect, you will be a key technical driver in our offshore team. You will design, develop, and deliver robust ServiceNow solutions for enterprise clients across the DACH region — working independently and collaboratively with our onshore consultants in Germany and Switzerland. You will be responsible for both architectural decisions and hands-on development. Design and develop complex ServiceNow solutions with a focus on ITOM, CMDB, and CSDM 5.0 alignment. **Project Leadership & Autonomy** * Take full ownership of ServiceNow workstreams - plan, prioritize, and drive delivery independently with minimal supervision * Lead projects end-to-end: from initial scoping and solution design through to go-live and handover * Act as the primary technical point of contact for assigned clients, managing expectations and communicating progress proactively * Coordinate with developers, consultants, and client teams to ensure on-time, on-quality delivery * Identify risks early, propose mitigation strategies, and escalate when necessary **Presentations & Client Communication** * Prepare and deliver structured presentations to senior client stakeholders — including architecture overviews, sprint reviews, and solution demonstrations * Present complex technical concepts clearly to both technical and non-technical audiences * Create high-quality documentation and deliverables: solution designs, architecture diagrams, and implementation reports * Represent Pragma Technologies professionally in client-facing situations — written and spoken English required at all times **Presales Activities** * Support presales processes by contributing technical input to proposals, RFP responses, and solution concepts * Conduct discovery calls and technical assessment sessions with prospective clients * Estimate effort, define scope, and propose solution approaches for new opportunities * Develop reusable presales assets such as solution templates, demo environments, and capability decks **Process Workshops** * Plan and facilitate process workshops with client stakeholders to capture requirements and define target architectures * Lead CMDB scoping workshops: define CI classes, discovery scope, data ownership, and governance rules * Run CSDM alignment workshops to map business services, technical services, and application portfolios * Document workshop outcomes as structured decision logs, process flows, and solution blueprints * Drive stakeholder alignment across IT, business, and management levels during workshops **Technical Delivery** * Design and develop complex ServiceNow solutions with a focus on ITOM, CMDB, and CSDM 5.0 alignment * Lead and execute Discovery configurations and troubleshooting (patterns, MID Server, credentials, probes/sensors) * Architect and maintain a healthy, well-structured CMDB including IRE, normalization, deduplication, and CMDB Health dashboards * Implement and govern CSDM 5.0 data models — mapping Business Services, Technical Services, Application Services, and supporting CIs * Configure and extend NowAssist (AI features) including Now Intelligence, Predictive Intelligence, and Virtual Agent flows * Develop advanced platform customizations: Business Rules, Script Includes, Client Scripts, UI Policies, Flow Designer, and REST/SOAP integrations * Perform code reviews and enforce ServiceNow development best practices — minimizing unnecessary customizations * Document solution designs, architecture decisions, and implementation guides **Certifications** * Certified System Administrator (CSA) – mandatory * Certified Application Developer (CAD) – mandatory * CIS-ITSM – mandatory * CIS-Discovery – mandatory * CIS-DF (CMDB & CSDM) – scheduled/mandatory or demonstrable equivalent expertise * Additional certifications (CIS-Service Mapping, ITIL) are a strong plus **Technical Expertise** * Expert-level scripting (JavaScript/GlideScript), Flow Designer, REST APIs, Integration Hub, App Engine ServiceNow Development * Hands-on experience with Discovery (patterns, schedules, MID Server, credentials), Service Mapping, Event Management, and Operational Intelligence ITOM * Deep knowledge of CMDB architecture, IRE (Identification & Reconciliation Engine), CMDB Data Manager, Service Graph Connectors, deduplication strategies, and CMDB 360 * Strong familiarity with CSDM 5.0 framework — Business Applications, Technical Services, Application Services, Hosted On relationships, and lifecycle management * Practical experience configuring NowAssist, Predictive Intelligence, or Virtual Agent — AI-powered workflows and case deflection use cases NowAssist / AI * Experience with REST/SOAP integrations, Integration Hub spokes, and third-party connectors Integration * CMDB Health configuration, ATF (Automated Testing Framework), and instance performance best practices Performance & Health **Language Requirements** * English: Fluent (written and spoken) - required for daily client and team communication * Hindi: Fluent - required for internal team collaboration **Nice to Have** * Exposure to Strategic Portfolio Management (SPM) modules * Experience with DACH-region enterprise clients or German-speaking stakeholders * Experience in a subcontracting or offshore delivery model **Soft Skills We Value** * Highly self-driven and autonomous - you take ownership of your work and deliver without being micromanaged * Natural leader - comfortable running workshops, steering project meetings, and keeping teams aligned * Confident presenter - you can hold a room and explain technical solutions to executives and IT teams alike * Strong analytical thinker - you systematically diagnose complex issues and communicate findings clearly * Reliable communicator across time zones - proactive status updates, clean documentation, no surprises * Culturally adaptable - experienced in working with European enterprise clients and DACH business culture * Continuous learner - you stay current with ServiceNow releases and proactively develop new competencies * Fully remote position based in India with flexible working hours * Sponsored trip to Switzerland for an in-person workation with the core team - fully covered * Long-term engagement with a stable, growing company in the DACH region * Exposure to high-quality enterprise projects across Switzerland and Germany * Access to ServiceNow learning resources and certification support * Collaborative team culture * Fair compensation aligned with your expertise and contribution **How to Apply** If you are passionate about ServiceNow, have a strong development background, and thrive in a technically challenging environment - we would love to hear from you. Please send your CV, ServiceNow certifications, and a brief summary of your most relevant ITOM/CMDB/CSDM experience. Applications in English only, please.