ServiceNow Architect

Experiences : 8 to 12 years.

Description :

Responsibilities :

- Work closely with our IT and business partners to configure and improve core platform capabilities in accordance with ITIL best practices.

- Monitor health, usage, and overall compliance of ServiceNow and its applications.

- Coordinate application and platform upgrades. Build and maintain internal technical documentation, manuals, policies, and processes.

- Analyze, troubleshoot, and resolve complex software application-related problems.

- Develop systems integrations and process automation.

- Participate in workflow development / release activities as needed.

- Participate in unit, system, integration, and user acceptance testing activities.

- Responsible for 24x7 on-call support for customer-impacting production problems.

- Act as a technical liaison with software vendors.

- Ensure adherence to security standards.

- Respond to user tickets in the ticket queue and participate in administration activities to manage the rest of our application portfolio.

- Participate in strategy and roadmap sessions.

- Communicate effectively, both orally and in writing and translate technical terminology into terms understandable to non-technical employees.

- Architect and own end-to-end ServiceNow CSM solutions across customer operations, case management, and service delivery.

- Design and manage Sold Products, Product Models, and Installed Base Items, including lifecycle and case linkage.

- Implement and optimize Advanced Work Assignment (AWA) for skill-based and omnichannel routing.

- Apply Task Intelligence / Predictive Intelligence for classification, assignment, and automation.

- Act as a ServiceNow Platform Architect/Admin, ensuring platform stability, scalability, and upgrade readiness.

- Enforce configuration-over-customization and ServiceNow best practices for maintainable solutions.

- Lead technical design, reviews, and solution governance across CSM implementations.

- Mentor teams and provide architectural guidance throughout the delivery lifecycle.

Requirements :

- Strong expertise in CSM core architecture : Accounts, Contacts, Consumers, Cases, Entitlements, SLAs, Interactions, and Task relationships.

- Deep understanding of ITSM vs. CSM architecture, process boundaries, data models, and customer-centric design.

- Expertise in Domain Separation for multi-tenant or multi-customer environments.

- Design and govern integrations using REST, SOAP, Integration Hub, MID Server, and OAuth.

- Strong knowledge of security, ACLs, data access, and performance optimization.

Mandatory Skills :

- Servicenow Solution Architect

- CSM

- Servicenow Developer

- ITSM, CMDB and CSDM framework

- REST integrations (OAuth, JWT, API security)

- CI/CD pipelines

- REST / SOAP APIs.