Project Role : Application Support Engineer

Project Role Description : Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems.

Must have skills : ServiceNow IT Service Management (ITSM)

Good to have skills : Customer Service Management

Minimum 7.5 Year(s) Of Experience Is Required

Educational Qualification : 15 years full time education

Role Title: ServiceNow Solution Architect

Role Summary:

As a ServiceNow Solution Architect, the candidate will lead the architecture, design, implementation, and delivery of enterprise-scale ServiceNow solutions. The role involves translating business requirements into scalable and maintainable platform solutions, providing technical leadership, managing integrations, and ensuring platform governance.

The candidate will work closely with business stakeholders, development teams, and cross-functional teams to implement ServiceNow modules, improve platform capabilities, and support ITIL-based transformation initiatives.

Roles and Responsibilities

Lead the end-to-end architecture, design, and implementation of ServiceNow solutions.
Design and deliver ServiceNow modules, including ITSM, CSM, HRSD/HRSM, Knowledge Management, Case Management, and Custom Portals.
Drive ITIL-based transformation initiatives and align ServiceNow platform capabilities with business and enterprise architecture objectives.
Act as a ServiceNow SME and technical leader, providing guidance to development teams and mentoring junior architects.
Translate business requirements into scalable, maintainable, and reusable ServiceNow solutions.
Prepare solution design documents and recommend enhancements to platform data models.
Design secure integrations between ServiceNow and internal or external systems.
Manage the ServiceNow MID Server lifecycle, including configuration, maintenance, and troubleshooting.
Use ServiceNow Performance Analytics and BI tools to develop dashboards and data-driven insights.
Define and oversee testing strategies, usability reviews, and solution validation.

Manage ServiceNow platform upgrades, architectural governance, and adoption of new platform features.

Collaborate with technical teams, business stakeholders, and global cross-functional teams.
Ensure the quality, stability, scalability, and maintainability of delivered ServiceNow solutions.

Professional and Technical Skills

Must-Have Skills

Strong expertise in ServiceNow architecture, scripting, development, and integrations.
Hands-on experience with ServiceNow ITSM.
Experience with ServiceNow CSM.
Experience with ServiceNow HRSD or HRSM.
Experience with Knowledge Management and Case Management.
Experience designing and implementing ServiceNow Custom Portals.
Hands-on experience with MID Server configuration and troubleshooting.
Strong understanding of ServiceNow platform governance and upgrades.
Experience with ServiceNow Performance Analytics and reporting.
Strong knowledge of ITIL processes and Agile methodologies.
Experience designing secure integrations using REST, SOAP, LDAP, SSO, SAML, JDBC, and ODBC.
Strong scripting and development experience using JavaScript, AngularJS, HTML, CSS, XML, and Jelly.
Working knowledge of Python, PowerShell, Bash, and Core Java.

Database knowledge involving MySQL, Microsoft SQL Server, and PL/SQL.

Strong leadership, stakeholder management, communication, analytical, and problem-solving skills.

Good-to-Have Skills

ServiceNow ITOM.
Experience with BI tools.
Experience leading ITIL-based platform transformation programmes.
Experience working with international or global cross-functional teams.

Experience Requirements

Minimum 8+ years of experience in ServiceNow architecture and delivery.
Experience completing at least eight end-to-end ServiceNow implementations and platform upgrades.
Demonstrated experience providing technical leadership and architectural governance for enterprise-scale ServiceNow solutions.