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ServiceNow Solution Architect

Cüneyt Bozok — ServiceNow Solution Architect. I design.I architect.I enable.

8+ years delivering ITSM, CSM, ITOM, CMDB/CSDM alignment, Virtual Agent experiences, API integrations and more — from discovery and fit-to-standard decisions through architecture design and rollout.

CSACIS-ITSMCIS-DFCADITILCMDB / CSDMAI ENABLEMENT
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01.

About Me

Strategy. Architecture. Impact.

I help enterprises modernize operations by leading discovery, defining target-state architecture, and making fit-to-standard decisions that balance out-of-the-box capabilities with purposeful customization across ITSM/CSM, ITOM, CMDB/CSDM, Virtual Agent, API integrations and more.

I lead end-to-end engagements from maturity assessment and phased roadmap definition through architecture design, integration patterns, and rollout. I produce durable foundations — architecture blueprints, HLDs/LLDs, ADRs, and API contracts — so delivery teams and stakeholders stay aligned.

Beyond delivery, I conduct internal ServiceNow trainings, facilitate architecture workshops with integrators and vendors, and participate in senior-level technical interviews to raise hiring quality and delivery standards.

0 Years Experience
0 Projects Delivered
0 Integrations & APIs
0 Client Satisfaction
02.

Experience

View Full Timeline →
2022 – Present

EPAM Systems

Senior Developer → Lead Developer → Solution Architect
Leading ServiceNow architecture, integrations, and AI enablement initiatives for global enterprises across Telecom, Technology & Pharma.
Solution Architect / Lead ServiceNow Developer — Sep 2024 – Present
Telecom · Technology & Networking · Pharma
  • ▹Created target-state architecture and implementation guidelines for a headless B2B telco marketplace on ServiceNow (CSM, SOM, TNI, telco orchestration), mapping TM Forum Open APIs to ServiceNow data models and REST interfaces.
  • ▹Defined API-driven channel-to-platform integration patterns, responsibility boundaries, and lifecycle/state flows across lead-to-order-to-fulfillment.
  • ▹Produced delivery-ready architecture artifacts — HLDs, sequence diagrams, domain model/state diagrams, ADRs, and API contracts — to align teams and vendors.
  • ▹Led discovery and future-state design across ITSM, Employee Experience, and AI; assessed CMDB/CSDM and ITSM maturity and produced a phased roadmap with executive presentation.
  • ▹Delivered demos and POCs covering Now Assist, Agentic AI, App Engine/Creator Studio, Employee Center Pro, and DevOps Change Velocity.
Promotion
Senior ServiceNow Developer — Sep 2022 – Sep 2024
Wellness & Meditation · Enterprise Software
  • ▹Integrated third-party tools via REST and delivered workforce optimization solutions including shift planning and recurring-event management.
  • ▹Customized workspaces with UI Builder and delivered CSM/Universal Request enhancements using Script Includes, Business Rules, and Flow Designer.
  • ▹Configured Virtual Agent Bot to integrate with Microsoft Teams using VA API and REST methods.
2018 – 2022
Promotion
ServiceNow Architect — Apr 2022 – Sep 2022
E-Commerce · Manufacturing
  • ▹Owned development and maintenance of enterprise ServiceNow instances; delivered multi-system integrations (SAP, third-party ITSM tools) and event management integrations (Netbrain/Nagios/SCOM).
  • ▹Activated Slack Integration and Virtual Agent plugins; designed and delivered a custom Virtual Agent tailored to client-specific usage scenarios.
  • ▹Designed robust ITSM data model templates with assignment rules, business services, and user criteria.
Promotion
Senior ServiceNow Consultant — Nov 2020 – Apr 2022
Manufacturing · Food Production · ITSM Platforms
  • ▹Deployed MID Servers; integrated Azure SSO/LDAP; implemented custom inbound actions for event sources without APIs.
  • ▹Designed custom HR Service Delivery Portal with bespoke widgets and Angular-based header menu components.
  • ▹Delivered portal/workflow implementations for ITSM and HR use cases across multiple clients.
ServiceNow Consultant — Nov 2018 – Nov 2020
B2B E-Commerce · Enterprise
  • ▹Created a public ServiceNow portal with company registration, OOB approval workflows, and integrated online payment system.
  • ▹Built asset and model pipelines using Asset Management; designed portal as an e-commerce experience.
  • ▹Implemented SEO for ServiceNow and custom URL configuration for the instance.
2017 – 2018
Promotion
ServiceNow Consultant — Jun 2018 – Nov 2018
Banking & Financial Services
  • ▹Improved CMDB health using Discovery Module and CMDB Health Jobs; created a CMDB Maintenance lifecycle for duplicate, orphan, and stale CIs.
  • ▹Developed custom ITSM workflows and a bespoke Business Impact Analysis form and widget.
ServiceNow Specialist — Nov 2017 – Jun 2018
Food & Consumer Goods
  • ▹Implemented ITSM workflows (Request, Incident, Change) and designed ServiceNow portal according to customer branding guidelines.
  • ▹Configured ServiceNow Mobile Classic App and created custom reports, widgets, and portal pages.
03.

Toolbox

ServiceNow ITSM / ITOM / CSM
CMDB / CSDM Alignment
Virtual Agent & Messaging
API Integration (REST / SOAP)
Flow Designer & IntegrationHub
Discovery & Assessment
AI / GenAI · Now Assist
DevOps & Change Velocity
04.

Certifications

ServiceNow Certifications

  • ITSM Professional – Suite Certification
  • Now Assist for ITSM Pro Plus – Suite Certification
  • Certified Application Developer
  • Certified Implementation Specialist – ITSM
  • CIS – Data Foundations (CMDB & CSDM)
  • Certified System Administrator
View all Certifications

ServiceNow Micro-Certifications

  • Agentic AI Executive
  • Now Assist Executive
  • Flow Designer
  • Service Portal
  • IntegrationHub
  • Performance Analytics
  • Predictive Intelligence
  • Virtual Agent
05.

Get In Touch

I'm currently open to new opportunities. Whether you have a question or just want to say hi, I'll do my best to get back to you.

cuneyt@cuneytbozok.com linkedin.com/in/cuneytbozok
Istanbul, Türkiye

Let's build something great together.

From discovery to rollout — architecture that scales, integrations that hold, and AI that actually ships.

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