ServiceNow Architect

Role: ServiceNow Architect

Experience: 7+ Years

Location: Pan India

Role Overview

We are looking for an experienced ServiceNow Architect with strong hands-on expertise in designing, implementing, enhancing, and supporting enterprise-scale ServiceNow solutions.

The ideal candidate should possess deep expertise in ServiceNow ITSM, ITOM Discovery, CSDM-aligned CMDB, CSM, integrations, platform development, upgrades, and automation. The role involves collaborating closely with customers, business stakeholders, process owners, project managers, and technical teams to translate business requirements into scalable and robust ServiceNow solutions.

Experience in large-scale and multi-country ServiceNow implementations is essential.

Key Responsibilities

• Interact with customers, stakeholders, and process owners for requirement gathering and solution design.
• Design, document, implement, and enhance ServiceNow solutions aligned with business requirements and platform best practices.
• Implement and enhance Service Catalog, Workflows, Flow Designer, Incident, Problem, Change, Knowledge Management, and CMDB.
• Design, implement, and maintain a CSDM-aligned CMDB.
• Configure and implement ServiceNow ITOM Discovery for servers, network devices, applications, and related infrastructure.
• Develop and administer technical solutions on the ServiceNow platform to meet IT and broader business requirements.
• Design and implement Reports, Dashboards, KPIs, and Performance Analytics across ServiceNow modules.
• Design and implement Service Portal, widgets, and themes.
• Configure and work with Virtual Agent, Chatbot, ATF, Agent Workspace, and Flow Designer.
• Integrate ServiceNow with third-party enterprise systems using REST APIs, SOAP Web Services, and IntegrationHub.
• Plan and execute ServiceNow version upgrades and patching.
• Manage update sets and coordinate regression testing and Automated Test Framework (ATF) activities.
• Apply sound web programming and ServiceNow development practices to build scalable and robust solutions.
• Consult with process leaders to develop appropriate technical solutions within ServiceNow.
• Evaluate solution options and advise stakeholders on associated risks and impacts on business and ITIL processes.
• Troubleshoot platform, configuration, customization, and integration issues.
• Track outstanding development requirements and provide timely status updates to project managers and stakeholders.
• Communicate technical issues and solutions effectively to both technical and non-technical audiences.
• Support enterprise-scale and multi-country ServiceNow implementations and rollouts.

Must-Have Skills & Experience

1. ServiceNow ITSM Expertise: Strong ability to design, document, configure, and implement the ITSM module, including a CSDM-aligned CMDB.
2. ITOM Discovery: Hands-on experience in setting up and configuring ServiceNow ITOM Discovery for servers, network devices, applications, and related infrastructure.
3. Networking & Security Knowledge: Ability to read and understand network diagrams and fundamental security concepts, including firewalls, subnets, and access controls.
4. Large-Scale Implementations: Proven experience delivering large enterprise ServiceNow implementations, including multi-country rollouts.
5. ServiceNow Certifications: Must be certified in at least two or more ServiceNow modules, such as:

• CIS-ITSM
• CIS-ITOM
• CIS-ITAM
• CIS-ITBM / SPM
• CIS-CSM
• CIS-SecOps
• CIS-GRC
• CIS-HRSD
• Other relevant ServiceNow CIS certifications

1. Technical Skills: Strong knowledge of web-based development technologies, including JavaScript, Ajax, HTML, and CSS.
2. Platform Maintenance: Experience planning and executing version upgrades and patching, managing update sets, and coordinating regression testing and ATF.
3. Customizations & Integrations: Proven experience with ServiceNow customizations and integrations with enterprise systems, along with standard implementations of ServiceNow ITSM and CSM.
4. Strong knowledge of ServiceNow capabilities including:

• Service Catalog
• Flow Designer
• Service Portal
• Virtual Agent / Chatbot
• Agent Workspace
• ATF
• Performance Analytics
• IntegrationHub

1. Strong knowledge of non-ITSM ServiceNow modules such as ITOM, SPM (ITBM), ITAM, CSM, SecOps, GRC, and HRSD.

Good-to-Have Skills

• Exposure to ServiceNow pre-sales, solutioning, and RFP responses.
• Experience leading ServiceNow technical teams and providing technical guidance.
• Experience designing and implementing ServiceNow security and compliance controls, with exposure to standards or regulatory requirements such as GDPR, SOX, and HIPAA.
• Strong understanding of ITIL processes and best practices.
• Strong consulting, stakeholder management, and customer-facing capabilities.

Key Competencies

• ServiceNow Architecture & Solution Design
• ITSM & CSDM/CMDB
• ITOM Discovery
• ServiceNow Development & Customization
• Enterprise Integrations
• Technical Leadership
• Requirements Gathering & Consulting
• Troubleshooting & Problem Solving
• Stakeholder Management
• Risk & Impact Assessment
• Strong verbal and written communication
• Ability to work effectively in complex, enterprise-scale environments