01. About02. Experience03. Toolbox04. Certifications05. FAQ06. Contact Let's Connect

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.

Cüneyt Bozok (Cuneyt Bozok) is a ServiceNow Solution Architect at EPAM Systems, based in Istanbul, Türkiye, with 8+ years of expertise in ITSM, CSM/SOM, ITOM, CMDB/CSDM, Virtual Agent, API integrations, and AI enablement with Now Assist and Agentic AI.

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.

8+ Years Experience
50+ Projects Delivered
20+ Integrations & APIs
100% Client Satisfaction
02.

Experience

View Full Timeline →
2022 – Present

EPAM Systems

Senior Developer → Lead Developer
Leading ServiceNow architecture, integrations, and AI enablement initiatives for global enterprises across Telecom, Technology & Pharma.
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.

Frequently Asked Questions

Who is Cüneyt Bozok?

Cüneyt Bozok (also written Cuneyt Bozok) is a ServiceNow Solution Architect at EPAM Systems, based in Istanbul, Türkiye. He has 8+ years of experience designing and delivering ServiceNow solutions — from discovery and maturity assessment through target-state architecture, integrations, and rollout.

Which ServiceNow modules does Cüneyt Bozok specialize in?

ITSM, CSM and Service Order Management (SOM), ITOM, CMDB/CSDM data foundations, Virtual Agent, HR Service Delivery portals, Flow Designer and IntegrationHub, and AI enablement with Now Assist and Agentic AI.

Which industries has he worked in?

Telecom, technology and networking, pharmaceuticals, e-commerce, manufacturing, banking and financial services, food and consumer goods, enterprise software, and wellness — across EPAM Systems, Softtech, and Deloitte engagements.

What certifications does Cüneyt Bozok hold?

ServiceNow Certified System Administrator (CSA), Certified Application Developer (CAD), Certified Implementation Specialist – ITSM, CIS – Data Foundations (CMDB & CSDM), ITSM Professional Suite, and Now Assist for ITSM Pro Plus Suite, plus micro-certifications including Agentic AI Executive, Now Assist Executive, Flow Designer, IntegrationHub, Virtual Agent, Service Portal, Performance Analytics, and Predictive Intelligence.

Is he available for architecture or pre-sales work?

Yes — he is currently open to new opportunities. He leads discovery workshops, CMDB/CSDM and ITSM maturity assessments, demos and POCs (Now Assist, Agentic AI, App Engine), and target-state architecture engagements, and facilitates architecture workshops with integrators and vendors.

How can I contact Cüneyt Bozok?

By email at cuneyt@cuneytbozok.com, or via LinkedIn at linkedin.com/in/cuneytbozok. His work is also on GitHub at github.com/cuneytbozok.

06.

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

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