ServiceNow – Senior Solution Architect

4 weeks ago

Bengaluru, India Orange Business Full time

Experience

Minimum 15+ years in IT Architecture and 10+ years on ServiceNow Architecture


The scope is covering all Orange Business entities and support chains for standard customers including Data modelling, Service Management processes, digital channels & Integration with customer & internal ecosystems.


This SNOW solution based mainly on TSM and other key modules is answering Customer & Orange Business requirements:

Capture & process customer’s requests, incidents, technical changes & problems. Capitalize on knowledge Management.

Native features around data discovery, Integration, AI, Automation, Virtual assistant, low code process configuration.

This solution will be the basis for further innovation for Operations with RPA / AI / Gen AI features.


This new solution will be a focal service now instance where existing ITSM legacy solutions (homemade and snow instances) will be migrated and rationalized for all desk operations in several countries, France, India, Egypt, Brazil, Madagascar and Maurituis.


The IT program team is based in different locations (India, Egypt, France)


The business transformation level will be a key factor success as:

Gathering and gap analyzing existing processes vs Snow standards processes and workflows

Processes revamping and harmonization

Ensure adoption by operations and agents

Get advanced snow features to leverage ops optimization and simplification


The program will be led under SAFe governance.

Role Purpose

We are looking for Senior Solution Architect to design overall IT functional & technical solution with Service Now.


The person is responsible for designing and implementing comprehensive end to end solution that address business needs. He/She a liaison between technical and business aspects to ensure solutions meet organizational goals.

With a deep understanding of various technologies, solution architects work closely with stakeholders, developers, and other IT professionals to create a cohesive and efficient system that meets the needs of the business.


The solution architect analyzes business needs, identifies tech solutions, and designs a comprehensive plan for implementation. They collaborate closely with various teams, such as developers, project managers, and analysts, to ensure effective implementation of the solution, achieving the organization's objectives. Some of the key tasks performed by a solution architect include:

  • Analyzing and understanding business requirements
  • Identifying potential solutions
  • Designing and planning the implementation of the chosen solution
  • Collaborating with various teams to ensure successful implementation
  • Evaluating the effectiveness of the solution and making necessary adjustments
  • Defining and documenting the overall solution architecture
  • Working together with stakeholders to comprehend their needs and requirements
  • Evaluating and selecting appropriate technologies and platforms for the solution
  • Developing and maintaining architectural standards and best practices
  • Ensuring that the solution meets performance, scalability, and security requirements
  • Providing technical guidance and support to development teams
  • Identifying and mitigating potential risks and issues related to the solution
  • Participating in the continuous improvement of the solution and its components


knowledge and abilities

  • Around 15+year of Experience in IT and 10+ years on Snow, with preferable work experience in telecom organization.
  • Experience in migration of customers from other tools to ServiceNow (CSM module) will be required.
  • Development experience in areas: Flow Designer, Business Rules, Access Control Rules, Script Includes, Script Action, UI Actions, UI Scripts, UI Policy, Data Policy, Client Scripts, UI Macros, Jelly, Web Services, Glide Record, Glide AJAX, Workflows, JSON, Encryptions Plugin, Notification, Reporting, Discovery (a plus), Integration, SSO, MID Server, LDAP
  • Migration experience of ServiceNow instances from non-cloud to cloud or cloud to another cloud.
  • Knowledge on security aspects within SN or during communications between other tools and applications.
  • Strong proficiency with JavaScript, AngularJS, and other ServiceNow supported technologies..
  • Knowledge about process driven application is an added advantage.
  • Exposure to all stages of Software Development Life Cycle (Agile methodology: Scrum)
  • Good interpersonal skills, commitment, result-oriented, hard working with a quest and zeal to learn new technologies (micro-services, cloud native, data analysis) and undertake challenging tasks.
  • Ability to understand Functional Requirements and creation of Design Documents (Techincal Architecture Document).
  • Configuration experience in following modules on dedicated as well as shared instances (IM, CM, PM, SRM, KM, Release Management, ITOM, Event Management, Configuration Management and Asset Management)
  • Good written and verbal communication skills, fluent English
  • Customer centric approach
  • Problem solving and investigation capabilities

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