Servicenow Architect/ SME

3 weeks ago

Bengaluru, India SLK Full time

**Immediate Joiners**


This role is an individual contributor role focusing more on designing, solution, implementation on ServiceNow, and guiding and mentoring the team. We are looking for expertise in modules such as ITSM, ITOM, and ITAM


Interested please share your resume with


ServiceNow Architect


Roles & Responsibilities

Solution Design and Architecture:

Lead the design and architecture of ServiceNow solutions encompassing IT Service Management (ITSM), IT Operations Management (ITOM), and IT Asset Management (ITAM).

Define technical requirements, solution architecture, and system integrations to deliver scalable and sustainable ServiceNow implementations.

Provide expertise in ServiceNow modules such as Incident Management, Change Management, Problem Management, Service Catalog, Service Mapping, and ServiceNow Discovery.


Requirements Gathering and Analysis:

Work closely with stakeholders to gather and analyze business requirements.

Translate business needs into technical requirements and design solutions aligned with organizational objectives.

Conduct workshops, interviews, and assessments to identify opportunities for process improvement.


Platform Customization and Development:

Customize and configure ServiceNow platform components to meet specific business needs, including UI configurations, workflows, forms, and automation scripts.

Develop custom applications, business rules, script includes, and integrations using ServiceNow development tools (e.g., Scripting, UI Policy, Business Rules, REST APIs).

Implement and maintain integrations with third-party systems and applications, ensuring data integrity and seamless flow of information.

Integrate ServiceNow with enterprise systems and applications, including ERP, CRM, HRIS, and other business-critical platforms, using integration technologies such as REST, SOAP, and MID Server.

Design and implement ServiceNow workflows to automate business processes and streamline cross-functional workflows across departments.


Migration and Upgrade:

Plan and execute ServiceNow platform migrations and upgrades, ensuring minimal disruption to business operations and maximum utilization of new features and enhancements.

Develop migration strategies, data mapping, and data transformation plans to facilitate smooth transition from legacy systems to ServiceNow.


MID Server Deployment and Management:

Architect and deploy MID Servers to facilitate secure communication between ServiceNow instances and on-premises systems.

Configure and manage MID Server clusters to ensure high availability, scalability, and performance.


Configuration and Administration:

Configure and administer ServiceNow instances, including instance settings, user roles and permissions, and system properties.

Manage CMDB configuration, CI classes, and relationships to ensure accurate and up-to-date configuration data.

Perform routine maintenance tasks, such as patching, upgrades, and performance tuning, to optimize ServiceNow platform performance and stability.


IT Asset Management (ITAM):

Design and implement ITAM processes for effective lifecycle management of IT assets.

Define asset management policies, standards, and procedures to ensure compliance and cost optimization.

Implement asset tracking and inventory management capabilities within ServiceNow, integrating with procurement and financial systems as needed.


IT Service Management (ITSM) and IT Operations Management (ITOM):

Architect and implement ITSM processes and workflows in ServiceNow, aligning with ITIL best practices.

Design and implement ITOM solutions, including Service Mapping, Event Management, and Orchestration, to enhance visibility and control over IT infrastructure.


Integration and Business Flows:

Analyze business requirements and design end-to-end business flows and processes in ServiceNow, ensuring alignment with organizational goals and objectives.

Integrate ServiceNow with enterprise systems and applications, including ERP, CRM, HRIS, and other business-critical platforms, using integration technologies such as REST, SOAP, and MID Server.


Documentation and Knowledge Sharing:

Create technical documentation, including design documents, configuration guides, and developer manuals, to facilitate knowledge transfer and ensure system maintainability.

Conduct training sessions and workshops for end users, administrators, and developers on ServiceNow functionalities, best practices, and new features.


Continuous Improvement:

Stay updated with ServiceNow platform releases, features, and industry trends, and assess their impact on existing solutions and processes.

Identify opportunities for innovation and optimization of ServiceNow solutions to drive continuous improvement in IT operations and service delivery.


Qualifications:

Bachelor’s degree in information technology, or related field

ServiceNow Certified System Administrator (CSA) and Certified Implementation Specialist (CIS) certifications required.

Minimum of 7+ years of experience architecting, designing, and implementing ServiceNow solutions in enterprise environments.

In-depth knowledge of ServiceNow platform architecture, modules, and capabilities.

Proficiency in ServiceNow development tools, including JavaScript, Glide API, and ServiceNow Studio.

Strong understanding of IT Service Management (ITSM), IT Operations Management and IT Asset Management processes and frameworks (ITIL).

Excellent communication, presentation, and interpersonal skills.

Proven ability to lead cross-functional teams and manage multiple projects simultaneously.

Experience with Agile/Scrum methodologies and project management tools (e.g., JIRA).

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