ServiceNow ITSM Architect

3 weeks ago

Hyderabad, India Mergen Corporates Full time

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.

Key Responsibilities

  • Collaborate with key stakeholders to thoroughly understand business objectives and effectively translate them into actionable ServiceNow platform initiatives.
  • Develop and maintain a comprehensive roadmap for the ITSM module, ensuring strong alignment with organizational goals and industry best practices.
  • 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.
  • 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.
  • 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.
  • Implement robust and effective change management strategies to ensure the smooth adoption of new features and processes across the organization.
  • Plan and manage all product releases, meticulously coordinating with development, testing, and deployment teams.
  • Monitor release progress diligently and proactively resolve any roadblocks or issues that may arise during the implementation phase.
  • Define clear and precise acceptance criteria for user stories and work closely with ServiceNow development and QA teams to ensure comprehensive testing.
  • Coordinate and provide active support during user acceptance testing, gathering valuable feedback and ensuring the final solution definitively meets business needs.

Required Skills & Qualifications

  • 10+ years of experience in ServiceNow, with a strong focus on the ITSM module.
  • 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.

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