| Job Description: |
Key Responsibilities
Architecture & Design
• Lead end-to-end architecture design for ServiceNow implementations across ITSM, ITAM, HRSD, CMDB, and digital workflows.
• Define technical standards, architectural patterns, data models, and integration strategies.
• Ensure alignment with ServiceNow out of the box capabilities and avoid unnecessary customization.
• Provide architectural governance and design reviews for enhancements and new use cases.
ServiceNow ITSM & Digital Service Management
• Architect and implement ITSM modules including Incident, Problem, Change, Request, Knowledge, and Service Catalog.
• Enable Digital Service Management through portal design, automation, self-service, and workflow optimization.
• Drive service reliability, performance optimization, and SLA/OLA alignment.
IT Asset Management (ITAM)
• Design and implement ITAM solutions (HAM, SAM, lifecycle management, compliance, reconciliation).
• Integrate asset data with CMDB, procurement systems, and discovery tools.
• Ensure license compliance, accurate reporting, and cost optimization strategies.
CMDB & Service Mapping
• Define CMDB architecture, CI classes, relationships, and data governance.
• Establish CMDB health metrics (completeness, correctness, compliance).
• Oversee discovery, service mapping, and data ingestion processes.
• Ensure CMDB alignment with ITSM and ITOM workflows.
Integrations
• Architect and oversee integrations using REST/SOAP APIs, MID Server, IntegrationHub, and third-party connectors.
• Ensure secure, scalable, and performant data exchange with enterprise systems (ERP, HR, monitoring, procurement).
• Define error handling, logging, and performance monitoring strategies.
HR Service Delivery (HRSD)
• Design HRSD solutions supporting employee lifecycle processes, HR case management, and knowledge.
• Ensure data privacy, role-based access, and compliance with regional regulations.
• Align HR workflows with digital employee experience initiatives.
Leadership & Governance
• Act as the primary technical authority and escalation point for ServiceNow initiatives.
• Mentor developers, architects, and delivery teams.
• Collaborate with business leaders, process owners, and platform owners.
• Support pre-sales activities, solution estimations, and technical proposals when required.
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Required Skills & Qualifications
• ServiceNow Certified Technical Architect (CTA) – Mandatory
• ServiceNow CIS – ITSM
• ServiceNow CIS – ITAM
• Strong experience with CMDB design, governance, and service mapping
• Deep understanding of ServiceNow integration frameworks
• Hands-on expertise with Flow Designer, IntegrationHub, and scripting (JavaScript)
• Strong knowledge of ServiceNow security, roles, ACLs, and performance optimization
• Experience delivering large-scale enterprise or global ServiceNow programs
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Preferred Experience
• Experience with complex, multi-instance or multi-region ServiceNow deployments
• Exposure to ITOM, Discovery, or Performance Analytics
• Experience working in regulated or compliance-driven environments
• Consulting or client-facing experience
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Key Competencies
• Enterprise architecture mindset
• Strong analytical and problem-solving skills
• Excellent stakeholder communication and documentation skills
• Ability to balance business needs with platform best practices
• Leadership, mentorship, and decision-making capability |
