Servicenow Solution Architect

**When you join Verizon**:
You want more out of a career. A place to share your ideas freely — even if they’re daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love — driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together — lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the #VTeamLife.

What you'll be doing
- Architecting/Developing solutions for new user-facing and agent-facing experiences and features using Service Portal, Mobile, Virtual Agent and other self-service channels in Service Now.
- Strong knowledge on CSM, ITSM, CMDB, CSDM, ITOM, SecOps
- Engaging with Enterprise Architects on HLAs and defining new solutions that adhere to the VBG's NorthStar strategy.
- Design and develop workflows, sub-flows, business rules to orchestrate the various service assurance flows
- Planning and overseeing releases and deployment towards the various MVPs that are identified
- Monitoring operational metrics and taking actions to keep availability & reliability within the SLAs.
- Optimizing flows & components for maximum performance and efficiency.
- Understand the VBG service delivery eco-system and identify how to migrate all applicable capability into Service Now efficiently
- Guiding the team on best practices for efficient and streamlined delivery of software to production.
- Identifying chronic production issues, pain points of customers by evaluating feedback and monitoring the NPS to maintain it above the required threshold
- Working with Quality Assurance, UAT & Production Support teams to support releases, troubleshoot progression/regression issues, integration & E2E testing and implement deliverables as per the targeted timelines.
- Continuously ramp up on domain knowledge in eCommerce, Sales, Self service, Billing, Reporting, etc and familiarize yourself not only with the VBG eco-system but other areas of Verizon business as well
- Work with infrastructure teams to implement DevOps capabilities that help streamline the CICD process.
- Leverage innovative technologies to build proof-of-concepts that hep build customer experiences, reduce pain points in the current experience, provide delight factor to customers.

Where you’ll be working

In this hybrid role, you will have a defined work location that includes work from home and

assigned office days set by your manager.

What we're looking for

You’ll need to have:

- Bachelor’s degree or four or more years of work experience.
- Six or more years of relevant work experience.
- Experience developing and optimizing server architectures.
- Experience with Service Now especially on modules of ITSM and TSM, Virtual Agent, Service Portal, Mobile App development
- Experience with Service Now on IT Operations workspace, Data segregation, Employee Center, etc
- Experience with ELK stack, New Relic, IBM MQs, Rabbit MQs, Kafka.
- Excellent database skills, proficient in backends like Oracle, with strong working knowledge of SQL, PL-SQL.
- Knowledge and experience with SRE practice.
- Knowledge and experience with DevOps and automation.

Even better if you have one or more of the following:

- A Master's degree.
- Experience with Service Now Cognitive capabilities and use of AIML
- Experience with Service Now business intelligence and reporting features like Performance Analytics and Dashboarding
- Experience with Systems Design and Project Management.
- Experience with RPA & Bots and Integration Hub.
- Certifications in SRE, Cloud technologies, DevOps, Agile.

**Where you’ll be working**: In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager.

**Scheduled Weekly Hours**: 40

**Equal Employment Opportunity**:
Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to race, gender, disability or any other legally protected characteristics.