Infra Tech Support Practitioner

Project Role : Infra Tech Support Practitioner

Project Role Description : Provide ongoing technical support and maintenance of production and development systems and software products (both remote and onsite) and for configured services running on various platforms (operating within a defined operating model and processes). Provide hardware/software support and implement technology at the operating system-level across all server and network areas, and for particular software solutions/vendors/brands. Work includes L1 and L2/ basic and intermediate level troubleshooting.

Must have skills : ServiceNow IT Service Management

Good to have skills : Servicenow Tools Administration

Minimum 5 Year(s) Of Experience Is Required

Educational Qualification : 15 years full time education

Job Title: ServiceNow Architect (ITSM/ITOM Specialist - L3)

Summary

As a high-level technical authority and L3 Lead, you will drive the strategic evolution of the ServiceNow ecosystem. This role focuses on transitioning the organization from reactive troubleshooting to proactive, AIOps-driven operations. You will be responsible for the long-term roadmap of the Common Service Data Model (CSDM), architecting complex Service Maps, and leading the implementation of ITOM Event Management to enhance platform intelligence and service availability.

Roles & Responsibilities

Platform Governance & Strategy: Act as the Gatekeeper for the production environment, reviewing all Update Sets and Scoped Apps to prevent technical debt and ensure best practices.

Architectural Leadership: Design and oversee the implementation of CSDM 4.0 across all modules to ensure seamless data flow between Request, Incident, and Change.

AIOps Transformation: Design and implement Event Management strategies, including Alert Correlation Rules and Service Mapping, to enable proactive operations.

Release Management: Lead technical evaluations for major ServiceNow upgrades (e.g., Washington DC,Xanadu) and perform comprehensive impact analyses.

Integration & Automation: Design complex integrations via Integration Hub and identify opportunities for Predictive Intelligence (ML) and Playbooks to automate service desk tasks.

Mentorship & Escalation: Serve as the final technical escalation point (L3) and provide guidance and growth opportunities for L1/L2 engineering teams.

Professional & Technical Skills

Must To Have Skills:

ServiceNow ITOM Expertise: Deep-dive experience in Event Management (Event Rules, Thresholds), Service Mapping.

Platform Engineering: Mastery of CSDM 4.0 alignment and CMDB Governance using Query Builder and Health Dashboards.

Advanced Scripting: Expertise in Server-side scripting (Script Inclusions), Processor scripts, and complex Flow Designer actions.

Integration Mastery: Advanced use of IntegrationHub, REST/SOAP, JSON, and mid-tier authentication protocols.

Experience: 7+ years of dedicated ServiceNow architecture and development experience.

Good To Have Skills

Third-Party Monitoring: Integration experience with tools like Dynatrace, Datadog, Splunk, or SolarWinds.

Data Analytics: Proficiency in Performance Analytics for building executive-level MTTR and service availability dashboards.

AIOps/ML: Familiarity with Predictive Intelligence and AI-driven automation strategies.

Cloud Governance: Experience with Tag-based Discovery to maintain cloud-native CMDB accuracy.

Additional Information

Role Level: L3 (Subject Matter Expert/Technical Lead).

Focus Areas: ITOM (Visibility & Health), ITSM, and Platform Engineering.

Goal: Moving the organization toward a proactive, automated, and high-integrity data environment.

Minimum 7 Years Of Relevant Experience In Infrastructure Automation.

Location: Noida office

15 years full-time education is mandatory.