ob Description - ServiceNow Architect / Senior Developer

ITSM + Employee Center Pro + SOW + HRSD + ITAM

Experience: 10-16 Years
Location: Hyderabad / Bengaluru / Pune / Chennai / Remote
Employment Type: Full-Time

Role Summary

We are seeking an experienced ServiceNow Architect / Senior Developer with strong expertise in ITSM, Employee Center Pro, Service Operations Workspace (SOW), HRSD, and ITAM to lead enterprise-scale ServiceNow implementations and digital workflow transformation initiatives.

The ideal candidate will have extensive hands-on experience in architecture, solution design, development, integrations, and platform governance across multiple ServiceNow modules. The role requires strong technical leadership, stakeholder engagement, and the ability to build scalable, user-friendly, and future-ready ServiceNow solutions aligned with enterprise standards and business objectives.

Key Responsibilities

ServiceNow Architecture & Solution Design

• Lead end-to-end architecture, design, and development of ServiceNow solutions across ITSM, HRSD, Employee Center Pro, SOW, and ITAM.
• Define scalable platform architecture, development standards, governance models, and best practices.
• Collaborate with business stakeholders, enterprise architects, and delivery teams to translate business requirements into technical solutions.
• Design secure, scalable, and reusable ServiceNow components and enterprise workflows.
• Review technical designs, code quality, platform performance, and implementation strategy.

ITSM Implementation & Enhancements

• Architect and implement ServiceNow ITSM modules including:
  • Incident Management
  • Problem Management
  • Change Management
  • Request Management
  • Knowledge Management
  • Service Catalog
• Design automation workflows using Flow Designer and IntegrationHub.
• Improve operational efficiency through ITIL-aligned service management processes.
• Configure SLAs, approvals, notifications, catalog items, and workflow orchestration.

Employee Center Pro (ECP)

• Design and develop enterprise employee self-service solutions using Employee Center Pro.
• Build personalized employee experiences with:
  • UI Builder
  • Widgets
  • Knowledge integrations
  • Content targeting
  • Employee journeys
• Integrate HR, IT, Facilities, and enterprise services into Employee Center.
• Drive employee experience transformation initiatives through conversational and unified portals.

Service Operations Workspace (SOW)

• Design and customize Service Operations Workspace (SOW) solutions for operational teams.
• Configure workspaces, dashboards, contextual side panels, and agent experiences.
• Improve service desk productivity and operational visibility.
• Build advanced visualizations and real-time operational insights.

HRSD (HR Service Delivery)

• Implement and enhance HRSD solutions including:
  • HR Case Management
  • Employee Lifecycle Events
  • HR Knowledge Management
  • HR Catalogs and Workflows
• Develop employee onboarding/offboarding workflows and HR process automation.
• Support confidential and secure HR case handling using platform best practices.
• Integrate HRSD capabilities into Employee Center Pro.

ITAM (IT Asset Management)

• Lead ITAM implementations including:
  • Hardware Asset Management (HAM)
  • Software Asset Management (SAM)
  • Asset Lifecycle Management
  • License compliance
  • Software normalization and reconciliation
• Configure procurement, inventory, stockroom, and asset workflows.
• Ensure alignment between CMDB, asset inventory, and procurement systems.
• Support compliance, audit readiness, and operational governance initiatives.

Development & Integrations

• Develop and customize ServiceNow applications using:
  • JavaScript
  • Glide API
  • Script Includes
  • Business Rules
  • Client Scripts
  • Flow Designer
  • IntegrationHub
  • UI Builder
• Build integrations using:
  • REST APIs
  • SOAP APIs
  • MID Server
  • JDBC
  • Third-party enterprise integrations
• Support workflow automation and enterprise orchestration initiatives.

Leadership & Governance

• Provide technical leadership and mentoring to developers and administrators.
• Conduct code reviews and enforce development standards and governance.
• Participate in architecture discussions, roadmap planning, and platform optimization initiatives.
• Support platform upgrades, release management, and performance tuning.
• Collaborate with QA, DevOps, and support teams during deployments and release cycles.

Required Skills & Experience

• 10-16 years of overall IT experience with strong ServiceNow implementation and development expertise.
• Hands-on experience in:
  • ITSM
  • Employee Center Pro (ECP)
  • Service Operations Workspace (SOW)
  • HRSD
  • ITAM (HAM/SAM)
• Strong expertise in:
  • JavaScript
  • Glide API
  • Flow Designer
  • IntegrationHub
  • Service Portal / UI Builder
• Experience with enterprise integrations using REST/SOAP APIs.
• Strong understanding of ServiceNow data model, CMDB, and platform architecture.
• Experience leading enterprise-scale implementations and transformations.
• Strong stakeholder engagement, communication, and leadership skills.
• Good understanding of Agile/Scrum methodologies and ITIL processes.

Preferred Skills

• Exposure to CMDB and CSDM framework.
• Experience with AI Search, Virtual Agent, or GenAI capabilities in ServiceNow.
• Experience with Performance Analytics and reporting.
• Exposure to Security Operations or Governance workflows is an added advantage.
• Experience working in global delivery and enterprise support models.

Preferred Certifications

• ServiceNow Certified System Administrator (CSA)
• Certified Application Developer (CAD)
• CIS - ITSM
• CIS - HRSD
• CIS - HAM / SAM
• ServiceNow CTA / CMA preferred for Architect roles