We are seeking a Senior ServiceNow Lead Architect with deep expertise in ServiceNow modules including HRSD, CSM, CMDB, and ITSM.

The ideal candidate will have led multiple end-to-end, full life-cycle implementations, providing guidance on architecture, system support, and best practices.

This role also involves mentoring users, ensuring system performance, and implementing integrations and upgrades.

Support hours : IST & Overlapping hours if PST (till 12.30 am IST)

Key Responsibilities :

- Lead multiple end-to-end ServiceNow implementations across ITSM, CSM, HRSD, and CMDB modules.

- Support ServiceNow application users across production and sandbox environments.

- Manage and administer ServiceNow modules including Case, HR Case, Incident, Problem, Change, and Knowledge.

- Oversee ITSM, CSM, HRSD, portal functionalities, and automation workflows.

- Design and implement inbound and outbound integrations, including migrating custom API calls to Integration Hub.

- Conduct ServiceNow release upgrade testing and ensure system security compliance.

- Develop reports, dashboards, and metrics to track performance and usage.

- Provide user training and documentation to enable teams to perform day-to-day tasks efficiently.

- Collaborate with cross-functional teams and stakeholders to ensure smooth system operations.

- Maintain excellent communication, presentation, and team collaboration.

Required Skills & Qualifications :

- 10+ years of hands-on ServiceNow experience, including modules HRSD, CSM, CMDB, and ITSM.

- Proven experience in multiple full life-cycle ServiceNow implementations.

- Strong knowledge of ServiceNow integrations, workflows, and portal management.

- Experience with ServiceNow release upgrades and security administration.

- Excellent communication, presentation, and user-training skills.

- Strong analytical and problem-solving abilities with a collaborative, team-oriented approach