ServiceNow Architect

Your Role:
The ServiceNow Architect, reporting to the Director of Service Management, will play a critical role in shaping the strategic direction, governance, and expansion of the ServiceNow platform across the organization. This role requires deep technical expertise, cross-functional collaboration, and a strong ability to design scalable and sustainable solutions. The ServiceNow Architect will guide the design, development, configuration, and optimization of ITSM, SAM, Discovery, CMDB/CSDM, ITOM, complex integrations, Employee Center, and Now Assist while ensuring alignment with business goals. This position is instrumental in driving platform innovation, governance, and automation at an enterprise level.
Your Opportunity:

Platform Strategy & Governance

• Define and drive the long-term roadmap for ServiceNow adoption, ensuring alignment with organizational objectives.
• Establish best practices, governance models, and technical standards for platform scalability, security, and maintainability.
• Partner with IT, HR, Legal, and Sales to expand ServiceNow capabilities beyond ITSM, fostering enterprise-wide adoption.
• Oversee system architecture decisions, ensuring seamless integrations, optimized performance, and adherence to ServiceNow best practices.
• Maintain deep awareness of new ServiceNow releases, assessing impact, and driving adoption of relevant features.

Solution Design & Development

• Lead the design and implementation of complex ServiceNow solutions across ITSM, Employee Center, and automation frameworks.
• Architect end-to-end workflows that streamline business processes, enhance self-service, and improve operational efficiency.
• Develop and oversee advanced integrations between ServiceNow and third-party applications using REST, SOAP, Integration Hub, and custom APIs.
• Guide the development of CMDB and Discovery strategies to ensure data accuracy, automation, and compliance with IT asset policies.
• Optimize system performance by proactively identifying bottlenecks, troubleshooting issues, and enhancing platform efficiency.

Technical Leadership & Mentorship

• Provide technical leadership to the ServiceNow development team, setting coding standards and best practices.
• Mentor junior developers and administrators, fostering a culture of continuous learning and innovation within the team.
• Lead technical workshops, knowledge-sharing sessions, and documentation efforts to ensure platform sustainability.

Security, Compliance & Risk Management

• Design and enforce security policies, role-based access control (RBAC), and data governance frameworks.
• Conduct system audits, vulnerability assessments, and ensure compliance with internal and external security standards.
• Partner with compliance teams to implement ITIL and other relevant frameworks into ServiceNow processes.

Testing, Upgrades & Instance Management

• Own the ServiceNow upgrade strategy, ensuring smooth transitions with minimal business disruption.
• Lead automated and manual testing initiatives, including leveraging ATF (Automated Test Framework) for regression testing.
• Manage Dev, Test, and UAT instances, ensuring changes are validated before deployment to production.

Data & Analytics

• Develop and maintain enterprise-level reporting, dashboards, and analytics to drive data-driven decision-making.
• Leverage ServiceNow Performance Analytics and Machine Learning capabilities to optimize ITSM and service delivery.

What You'll Need:

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• 8+ years of hands-on experience in ServiceNow platform administration, development, and strategy.
• Deep expertise in ITSM, Discovery, CMDB, and complex integrations.
• Proven experience designing scalable and enterprise-wide ServiceNow solutions.
• Strong proficiency in JavaScript, GlideScript, Business Rules, Script Includes, and API integrations.
• Experience with Employee Center, Universal Requests, and self-service automation.
• Strong understanding of security, access control, and governance within ServiceNow.
• ServiceNow certifications - Certified Implementation Specialist (CIS), Certified Application Developer (CAD), or Certified Technical Architect (CTA)
• Familiarity with Agile methodologies, DevOps practices, and ITIL frameworks.
• This role follows India office hours, concluding at 6:30 PM IST. While regular work will align with these hours, the role holder should be available outside of these times in case of emergencies or during important project deliveries

And Ideally:

• Experience with Virtual Agent, Predictive Intelligence, SAM, Now Assist, ITSM, Employee Center, Discovery, ITOM and CMDB
• Strong leadership and stakeholder management skills.
• Ability to translate complex technical challenges into business-friendly solutions.
• Hands-on experience with automated testing frameworks like ATF.
• Prior experience with large-scale ServiceNow upgrades and instance management.

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