Lead ServiceNow Architect

2 days ago

Hyderabad, Telangana, India Antal International Full time
Job Description

Job Summary:

We are seeking highly skilled and experienced individuals with strong technical and communication abilities to join our team as ServiceNow Lead Architect. The ideal candidate will work closely with clients and users based in the USA, lead end-to-end ServiceNow implementation projects, and deliver innovative and scalable solutions, especially within the CSM domain and integrated 3CLogic telephony.

Key Responsibilities:

Lead ServiceNow implementation and support projects as a Developer & Architect.

Deliver professional software engineering best practices across the full software development lifecycle.

Engage directly with clients to gather and document requirements, lead solution design discussions, and ensure alignment.

Conduct daily SCRUM meetings and implement agile practices across the team.

Develop, customize, and enhance ServiceNow CSM modules in alignment with business needs.

Manage integration with 3CLogic, including coordination with external teams and issue resolution.

Handle ServiceNow upgrades, license management, and access provisioning.

Implement eBonding and other client-specific enhancements.

Manage reports, dashboards, and foundation data within ServiceNow and 3CLogic.

Test fixes, updates, and new releases before moving them to production.

Drive the setup of new client onboarding processes, including instance creation and data structure design.

Oversee and prioritize the product backlog, plan release cycles, and ensure timely rollouts.

Provide support for ServiceNow Virtual Agent (Chat functionality) and inbound email integrations.

Identify and implement process improvement opportunities across reporting, data collection, and platform functionality.

Act as the key liaison for clients and lead internal ServiceNow development teams.

Mandatory Skills & Experience:

10+ years of hands-on experience in ServiceNow Implementation Projects.

Recent and strong experience in Customer Service Management (CSM) module.

Experience with 3CLogic integration and IVR management within ServiceNow.

Proven leadership experience in coordinating with clients, managing teams, and driving project delivery.

Expertise in managing ServiceNow upgrades, ticketing enhancements, and service desk rollouts.

Strong analytical, problem-solving, and excellent communication skills.

Experience in agile/SCRUM methodologies.

Technical Expertise:

Deep understanding of the ServiceNow platform, especially CSM and ITSM.

Integration experience with 3CLogic or similar CTI platforms.

Strong experience in reporting, dashboards, Virtual Agent, and eBonding.

Education & Certifications:

Bachelor's degree in Computer Science or a related field.

Certifications preferred: ServiceNow CSA, CAD, and/or CIS–CSM

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