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.

Tasks

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

Requirements

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

Benefits

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.