Senior ServiceNow Solutions Architect

2 days ago

Rajkot, Gujarat, India beBeeServicenow Full time ₹ 60,00,000 - ₹ 1,00,00,000
ServiceNow Technical Lead Job Description

The ServiceNow Technical Lead oversees a team of ServiceNow professionals, managing incoming work, assigning tasks, and serving as the primary point of contact for customers to ensure their needs are met. This role requires a blend of technical expertise, leadership skills, and customer-facing communication to deliver high-quality solutions on the ServiceNow platform.

Job Responsibilities:

  • Work Management: Prioritize, organize, and manage incoming ServiceNow-related tasks, including incident resolution, service requests, and platform enhancements, ensuring timely delivery.
  • Task Assignment: Allocate tasks to team members based on skillsets, workload, and project requirements to optimize team performance and meet deadlines.
  • Customer Engagement: Act as the primary liaison with customers, gathering and clarifying requirements, providing updates on project progress, and ensuring customer satisfaction.
  • Team Leadership: Mentor and guide team members, fostering a collaborative environment, providing technical guidance, and supporting professional development.
  • ServiceNow Expertise: Oversee the design, development, and implementation of ServiceNow solutions, ensuring alignment with best practices and business objectives.
  • Process Improvement: Identify opportunities to optimize workflows, automate processes, and enhance ServiceNow platform functionality.
  • Reporting and Metrics: Track team performance, monitor KPIs, and provide regular reports to stakeholders on project status, team productivity, and service delivery.
  • Issue Resolution: Escalate and resolve complex technical or customer issues, ensuring minimal disruption to service delivery.
  • Collaboration: Work closely with cross-functional teams, including IT, project management, and business units, to align ServiceNow solutions with organizational goals.

Qualifications:

  • Education: Bachelor's degree in computer science, Information Technology, or a related field (or equivalent experience).
  • Experience:
  • 5+ years of experience working with the ServiceNow platform (ITSM, ITOM, HR, or other modules).
  • 2+ years in a leadership or team lead role, managing technical teams.
  • Proven experience in customer-facing roles, with strong communication skills.
  • Certifications: ServiceNow Certified System Administrator (required); additional certifications like Certified Implementation Specialist or Certified Application Developer (preferred).
  • Technical Skills:
  • Proficiency in ServiceNow configuration, customization, and administration (e.g., workflows, scripting, integrations).
  • Familiarity with ITIL processes (e.g., Incident, Problem, Change Management).
  • Knowledge of JavaScript, HTML, CSS, and REST/SOAP APIs.
  • Soft Skills:
  • Strong leadership and team management abilities.
  • Excellent verbal and written communication skills for engaging with customers and stakeholders.
  • Problem-solving mindset with the ability to prioritize and multitask in a fast-paced environment.
  • Preferred: Experience with Agile/Scrum methodologies and project management tools (e.g., Jira, ServiceNow Agile Development).

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