Lead Architect

Key Responsibilities

• Lead and Manage the Team architecture and design of ServiceNow solutions across Customer Service different Application and Modules.
• Define the Architecture, standards, policies, framework and best practices for automation in line with Enterprise Architecture, Infrastructure and Security policies, whilst supporting wider consumption of the platform to drive process automation.
• Define HLD, LLDs and Translate complex business requirements into scalable, maintainable, and upgrade-friendly ServiceNow solutions.
• Collaborate with product owners, business stakeholders, and technical teams to ensure alignment with enterprise goals.
• Design and Oversee integrations with CRM, ERP, IoT platforms, and other enterprise systems like SAP, Salesforce, D
• Provide technical leadership and mentorship to developers and administrators.
• Conduct design workshops, proof-of-concepts, and solution demonstrations tailored to CSM, FSM, APO and MCO use cases but not limited to these areas

Stay current with ServiceNow releases and recommend adoption of new features relevant to customer service, field operations, and manufacturing

Modules Expertise

• CSM (Customer Service Management):
• FSM (Field Service Management):
• MCO (Manufacturing Connected Operations):
• APO (Accounts payable Operation)
• Case management, workflows/flow designer automation, omni-channel engagement, and Employee Center / Customer portals.
• Ability to liaise with customer service teams, support managers, and design seamless integrations with CRM systems.
• Workforce scheduling, dispatch optimization, mobile field agent enablement, and asset tracking.
• Experience in designing workflows for preventive maintenance, service requests, and field operations efficiency.
• Integration expertise with ERP and external ticketing systems to streamline service delivery.