Zensar Technologies - ServiceNow ITSM Architect

Job Overview :

We are seeking an experienced and driven ServiceNow ITSM Architect to play a pivotal role in driving the strategic direction, configuration, and continuous improvement of our ServiceNow platform. Specializing in the IT Service Management (ITSM) module, you will be responsible for leading the strategy, roadmap, and execution of our ServiceNow ITSM platform.

This role requires close collaboration with stakeholders across IT, business units, and external partners to deliver scalable, user-centric solutions that align with our enterprise service management goals.

Key Responsibilities :

Strategic Planning :

- Develop and maintain a comprehensive roadmap for the ITSM module, ensuring strong alignment with organizational goals and industry best practices.

Module Configuration and Customization :

- Lead the design and implementation of the ITSM module, including advanced configuration, customization, and seamless integration with other enterprise systems.

- Stay abreast of all ServiceNow updates and new features, proactively leveraging the latest capabilities for improved efficiency and enhanced user experience.

User Story Definition and Prioritization :

- Work closely with business units to meticulously gather detailed requirements and define clear user stories for both enhancements and new features.

- Prioritize backlog items strategically based on assessed business value, overarching strategic goals, and critical user needs.

Cross-functional Collaboration :

- Collaborate extensively with cross-functional teams, including IT, HR, and other business units, to ensure the ServiceNow platform effectively meets diverse organizational needs.

- Function as a key liaison between technical teams and end-users to facilitate effective communication and mutual understanding.

Change Management :

- Provide comprehensive training and clear documentation for end-users to maximize platform utilization and proficiency.

Release Planning and Execution :

- Monitor release progress diligently and proactively resolve any roadblocks or issues that may arise during the implementation phase.

User Acceptance Testing (UAT) :

- Coordinate and provide active support during user acceptance testing, gathering valuable feedback and ensuring the final solution definitively meets business needs.

Continuous Improvement :

- Stay continuously up to date with the latest ServiceNow platform capabilities, new modules, and evolving industry best practices.

Stakeholder Engagement and Communication :

- Address questions, concerns, and feedback promptly to ensure full alignment and transparency across all involved parties.

Vendor Management :

- Evaluate and recommend third-party applications or integrations that can significantly enhance the platform's capabilities and value.

Required Skills & Qualifications :

- Proven experience as a ServiceNow Product Owner, Architect, or Lead Consultant with deep ITSM expertise.

- In-depth knowledge of IT Service Management (ITSM) processes based on ITIL best practices.

- Strong experience in ServiceNow platform configuration, customization, and integration with other enterprise

systems.

- Proficiency in defining user stories, managing backlogs, and prioritizing features based on business value.

- Excellent cross-functional collaboration and stakeholder management skills.

- Experience with change management strategies and user adoption initiatives.

- Solid understanding of release planning and execution methodologies.

- Ability to define acceptance criteria and coordinate User Acceptance Testing (UAT).

- Strong analytical and problem-solving skills for continuous improvement.

- Excellent written and verbal communication skills for engaging with various levels of stakeholders.

- Familiarity with current ServiceNow platform capabilities, updates, and roadmap.