Timezone: IST

About the Role

We are seeking a highly skilled Technical Architect with 9-10 years with deep expertise in ServiceNow, ITSM, ITIL frameworks, and GenAI in IT operations.

This is not a project leadership role.

The primary responsibility is to design and deliver a complete technical architecture and blueprint for a lean ServiceNow ITSM model enhanced with GenAI-driven intelligence.

The architecture will serve two purposes:

• Internal ITSM workflow for CereBree’s operations

• Future commercial product based on this lean model

Key Deliverables (Main Responsibility)

The Technical Architect will produce a comprehensive technical architecture document, including:

High-level and low-level architecture diagrams

Detailed design of a lean ITSM workflow based on ITIL

ServiceNow module selection, configuration plan, and data model

Recommended best-practice ITSM processes (Incident, Problem, Change, Request, CMDB, etc.)

GenAI integration blueprint for IT operations

Automated triage

Recommendation engine

Knowledge assistance

Intelligent routing and summarisation

API and integration framework

Security, compliance, and scalability guidelines

Implementation roadmap (without leading it)

Cost & licensing considerations (optional but preferred)

This role is 100% architectural and documentation-focused.

Responsibilities

Analyse internal needs and map them to ITIL-aligned ITSM workflows

Design a lean, efficient, modular ServiceNow ITSM architecture

Define how GenAI capabilities can be embedded into the ITSM processes

Prepare detailed technical specifications, diagrams, and blueprint documents

Recommend best practices for future rollout and commercialisation

Work closely with CereBree’s leadership to validate requirements and adjust architecture as needed

Deliver all documentation in a structured, implementation-ready format

Required Qualifications

ITIL Certification (mandatory)

Extensive hands-on experience with ServiceNow ITSM architecture

Strong understanding of core ITSM processes and lean ITIL models

Experience integrating GenAI into IT operations (even conceptually)

Ability to translate requirements into clear, technical architecture documents

Familiarity with IT Operations Management (ITOM), CMDB structure, and workflow automation

Strong technical writing and diagramming skills (Visio, Lucidchart, Draw.io, etc.)

Preferred Qualifications

ServiceNow certifications (CSA, CIS-ITSM, or equivalent)

Experience designing systems intended for commercial productisation

Background in enterprise consulting, systems architecture, or IT process design.