CDW - ServiceNow Architect/Lead - ITSM/ITIL Modules

Description :

About the Role :

We are seeking a technically proficient ServiceNow Architect/Lead to design and implement scalable ServiceNow solutions tailored to complex enterprise needs.

- The ideal candidate must have a deep understanding of ITSM modules and hands-on experience in one or more additional technical areas, including HAM, SAM, CMDB, Discovery, Integrations, EPro, or CSM.

Key Technical Responsibilities :

ITSM (Mandatory) :

- Architect, implement, and optimize Incident, Problem, Change, Knowledge, and Request Management modules.

- Develop and customize ITSM workflows using Flow Designer, Business Rules, Script Includes, and UI Policies.

- Ensure strict adherence to ITIL best practices while configuring ServiceNow solutions.

- Create performance dashboards, SLA tracking, and reporting solutions leveraging Performance Analytics and ServiceNow Reporting.

Proficiency in Additional Domains (One or More) :

1. Hardware Asset Management (HAM) :

- Design and implement lifecycle automation for hardware assets using HAM workflows and policies.

- Integrate HAM with CMDB for accurate asset tracking and compliance.

Software Asset Management (SAM) :

- Automate software license management, compliance checks, and reconciliation using SAM modules.

- Implement integrations with software vendors for license tracking.

Configuration Management Database (CMDB) :

- Architect and maintain a scalable and accurate CMDB, ensuring complete visibility into IT infrastructure.

- Implement Service Mapping to provide end-to-end application and service dependency views.

Discovery :

- Configure and maintain ServiceNow Discovery for precise infrastructure and application mapping.

- Optimize probes, sensors, and patterns to ensure comprehensive discovery results.

Integrations :

- Design and implement REST/SOAP API integrations with external systems.

- Configure MID Servers for secure data exchange between ServiceNow and on-premises applications.

- Develop and troubleshoot custom integrations with third-party tools.

Enterprise Procurement (EPro) :

- Extend ServiceNow capabilities to streamline procurement workflows and automate vendor management.

Customer Service Management (CSM) :

- Implement and optimize CSM modules to enhance customer engagement and user experience.

- Integrate CSM with external CRM systems and communication platforms.

Technical Qualifications :

- Experience : Proven experience as a ServiceNow Architect or Lead with extensive hands-on expertise.

- Development Skills : Proficiency in JavaScript, HTML/CSS, AngularJS, and ServiceNow-specific tools like Flow Designer, Scripted REST APIs, and Scoped Applications.

- Certifications : ServiceNow certifications such as Certified Implementation Specialist (CIS), Certified Application Developer (CAD), or Certified Technical Architect (CTA) are highly preferred.

- ITIL Expertise : Strong understanding of ITIL v3/v4 frameworks.

Preferred Skills :

- Experience with performance tuning, system upgrades, and instance management.

- Familiarity with integrating ServiceNow with IT monitoring tools (e.

, SolarWinds, Splunk, Dynatrace).

- Advanced knowledge of Service Portal customization and widget development