We are seeking an experienced and highly skilled ServiceNow Technical Architect to join our team for a 6-month engagement, with a strong likelihood of extension. The ideal candidate will possess a deep understanding of the ServiceNow platform and extensive hands-on experience across multiple modules, including Tenant Service Management (TSM), Tenant Service Operations Management (TSOM), Customer Service Management (CSM), Field Service Management (FSM), and Configuration Management Database (CMDB). This role requires a visionary leader capable of designing and implementing robust, scalable, and secure ServiceNow solutions that align with our strategic objectives.

Key Responsibilities :

Architectural Design & Strategy :

- Lead the architectural design and development of complex ServiceNow solutions, ensuring alignment with business requirements, industry best practices, and ServiceNow capabilities.

- Define technical architecture, including integration strategies, data models, security frameworks, and performance optimization for ServiceNow modules (TSM, TSOM, CSM, FSM, CMDB).

- Develop and maintain architectural documentation, including design specifications, data flow diagrams, and integration maps.

- Provide expert guidance on ServiceNow platform features, functionalities, and future roadmap.

Solution Implementation & Delivery :

- Oversee the technical implementation of ServiceNow solutions, ensuring adherence to architectural standards and quality assurance.

- Collaborate with development teams, business analysts, and stakeholders to translate business needs into technical requirements and actionable plans.

- Drive the successful delivery of ServiceNow projects, from conceptualization to deployment and post-implementation support.

- Conduct technical reviews and provide constructive feedback to ensure high-quality code and configurations.

Technical Leadership & Mentorship:

- Act as a subject matter expert and technical lead for ServiceNow initiatives, providing guidance and mentorship to junior architects and developers.

- Champion best practices in ServiceNow development, configuration, and administration.

- Stay abreast of the latest ServiceNow releases, features, and industry trends, and recommend adoption where beneficial.

CMDB & Data Management:

- Architect and optimize the CMDB to ensure accuracy, completeness, and consistency of configuration data.

- Design and implement discovery patterns, service mapping, and data import strategies for the CMDB.

- Ensure the CMDB supports ITSM, ITOM, and other related processes effectively.

Integration & Customization:

- Design and implement complex integrations between ServiceNow and other enterprise systems using various integration methods (e.g., REST, SOAP, JDBC, Orchestration).

- Provide guidance on appropriate customization strategies, balancing out-of-the-box functionality with specific business needs.

Performance & Scalability:

- Ensure designed solutions are scalable, maintainable, and performant, adhering to ServiceNow performance best practices.

- Identify and address performance bottlenecks and optimize existing ServiceNow implementations.

Stakeholder Management:

- Effectively communicate complex technical concepts to non-technical stakeholders.

- Build strong relationships with business users, IT teams, and external vendors.

Required Skills & Qualifications:

- Minimum 10 years of experience in ServiceNow platform architecture, design, and implementation.

- Extensive hands-on experience and deep expertise in the following ServiceNow modules:

- Tenant Service Management (TSM): Strong understanding of TSM concepts, data models, and implementation best practices.

- Tenant Service Operations Management (TSOM): Experience with event management, operational intelligence, and service health.

- Customer Service Management (CSM): Proven ability to design and implement robust CSM solutions, including portals, cases, accounts, and knowledge management.

- Field Service Management (FSM): Experience with work order management, dispatching, scheduling, and mobile capabilities.

- Configuration Management Database (CMDB): Expert-level knowledge of CMDB architecture, data modeling, discovery, service mapping, and reconciliation.

- Proficiency in ServiceNow development technologies: JavaScript, GlideRecord, GlideForm, Jelly, AngularJS, HTML, CSS.

- Strong understanding of IT Service Management (ITSM) processes and ITIL framework.

- Experience with various ServiceNow integrations using REST APIs, SOAP, MID Server, and other integration hubs.

- Demonstrated experience in leading and mentoring technical teams.

- Excellent analytical, problem-solving, and communication skills.

- Ability to work independently and collaboratively in a fast-paced environment.

- ServiceNow Certified Master Architect (CMA) or Certified Technical Architect (CTA) highly preferred.

- Other relevant ServiceNow certifications (e.g., Certified Application Developer, Certified System Administrator for multiple modules) are a strong plus.

Education :

Bachelor's degree in Computer Science, Information Technology, or a related field; Master's degree preferred.