Key Responsibilities
1. Solution Architecture
- Lead end-to-end architecture and implementation for ServiceNow solutions, including CSM, FSM, and other platform applications.
- Translate business needs into scalable, high-quality architectural designs.
- Develop detailed architectural diagrams, data models, and technical designs.
2. Strategic Planning
- Work with stakeholders, project managers, and technical teams to define the architectural vision and long-term roadmap.
- Provide technology recommendations aligned with industry trends and ServiceNow capabilities.
3. Customization & Configuration
- Oversee the configuration and customization of ServiceNow modules ensuring best practices, performance, and maintainability.
- Review workflows, data models, integration layers, and platform extensions for consistency and scalability.
4. Integration Architecture
- Architect seamless integrations using REST, SOAP, OAuth2, JWT, and MID Server.
- Integrate ServiceNow with enterprise systems such as LDAP/Active Directory, SAP, Monitoring Tools, CMDB tools, AWS, Azure, Salesforce, and other critical platforms.
5. Leadership & Mentorship
- Provide direction and technical leadership to developers, admins, and implementers.
- Ensure adherence to coding standards, architectural guidelines, and platform governance.
6. Platform Optimization
- Identify opportunities to enhance platform performance, usability, and cost efficiency.
- Review workflows, integrations, data models, discovery schedules, automation rules, sensors, and event rules for optimization.
7. Governance & Security
- Define and maintain governance for configuration, data quality, platform integrity, access control, and compliance.
- Ensure all implementations follow ServiceNow, ITIL, and organizational best practices.
8. Client Engagement
- Act as the SME for ServiceNow architecture, providing expert guidance on CSM, FSM, process automation, platform capabilities, and solution improvements.
- Conduct client workshops, solution walkthroughs, and consulting sessions.
9. Documentation
- Prepare comprehensive documentation including architecture diagrams, solution blueprints, technical specifications, workflows, and implementation guides.
10. Upgrades & Enhancements
- Lead platform upgrades, patching activities, and adoption of new ServiceNow features.
- Ensure minimal business disruption and alignment with release notes and best practices.
Technical Expertise Required
Core Technical Skills
- Strong architecture and implementation experience in CSM & FSM modules (mandatory).
- Hands-on development for:
- Patterns, Discovery Schedules, Probes, Sensors
- Event rules and alerting workflows
- Strong scripting and automation capabilities using:
- JavaScript, Glide API, PowerShell, Python, Perl, SSH, WMI, XPath, SNMP
App Engine Expertise
- Experience building and implementing custom modules and applications using App Engine and App Engine Studio.
Workflow & Administration
- Strong experience in:
- Workflow administration
- Form/UI configurations
- Notifications & reporting
- Data imports
- Custom scripting
- ServiceNow reporting and dashboard creation
Integration Skills
- Hands-on experience integrating ServiceNow with:
- CMDB tools
- Enterprise monitoring solutions
- Cloud platforms (AWS/Azure)
- 3rd-party applications using REST/SOAP/MID Server
Advanced Feature Knowledge
- Experience identifying opportunities to optimize processes using:
- Flow Designer
- Virtual Agent
- Predictive Intelligence
- Orchestration
- Automation tools
Required Qualifications
- 8+ years experience designing and implementing ServiceNow solutions.
- Minimum 4+ years in a Lead or Architect role.
- Deep experience and hands-on exposure with CSM & FSM implementations (mandatory).
- Strong understanding of ServiceNow platform architecture, administration, and deployment best practices.
- Expertise in:
- Scripting (JavaScript, Glide API, Business Rules)
- Integration frameworks (REST, SOAP, OAuth2, JWT)
- CMDB design and optimization
- Update sets, version control, and deployment governance
- Experience in large-scale enterprise implementations using Agile methodologies.
- Excellent communication, leadership, and stakeholder management skills.
Preferred Qualifications
- ServiceNow certifications such as:
- CAD, CSA, CTA
- ITIL Foundation, TOGAF, or IT4IT certification.
- Cloud platform experience: AWS, Azure
- Understanding of DevOps, CI/CD pipelines, and automated deployments for ServiceNow.
- Knowledge of automation frameworks to drive platform efficiency.
