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Servicenow Platform Architect

2 weeks ago

Remote, India Global IT Family LLC Full time

Job Title: ServiceNow Platform Architect

Contract Duration: 1 year

Total Experience: 12 years

Relevant Experience: 10 years

Location: Anywhere in India

Infosys is seeking a highly accomplished and versatile ServiceNow Architect with a **primary focus on IT Service Management (ITSM)** and the core **ServiceNow Platform**, complemented by significant expertise across other ServiceNow modules. You will be instrumental in defining the technical vision, architecture, and implementation strategies for our ServiceNow environment. This role demands a deep understanding of ITSM best practices and platform capabilities, coupled with the ability to leverage other ServiceNow modules to deliver integrated and innovative solutions across the organization. You will collaborate with diverse stakeholders, providing technical leadership and ensuring the ServiceNow platform effectively supports our evolving business needs.

**Responsibilities**:

- **ITSM & Platform Architecture Leadership**:

- Architect and lead the design and implementation of comprehensive ServiceNow ITSM solutions, including Incident, Problem, Change, Service Catalog, Knowledge, and Service Portal.
- Develop and maintain the overarching ServiceNow platform architecture, ensuring its stability, scalability, performance, and security as the foundation for all modules.
- Define and enforce technical standards, guidelines, and best practices for both ITSM and the ServiceNow platform.
- Drive strategic decisions regarding platform upgrades, module adoption, and integration strategies.
- **Cross-Module Solution Design & Integration**:

- Leverage your expertise in other ServiceNow modules (e.g., IT Operations Management (ITOM), Customer Service Management (CSM), Human Resources Service Delivery (HRSD), Governance, Risk, and Compliance (GRC)) to design integrated solutions that extend beyond traditional ITSM.
- Architect seamless integrations between ITSM and other ServiceNow modules, as well as external enterprise systems.
- Identify opportunities to optimize business processes by strategically utilizing the interconnectedness of various ServiceNow modules.
- **Platform Governance & Optimization**:

- Establish and enforce robust ServiceNow platform governance policies and procedures to ensure consistency and maintainability across all modules.
- Proactively manage platform health, performance, and capacity, implementing optimization strategies as needed.
- Oversee data architecture, integrity, and security within the ServiceNow environment, considering the implications across all modules.
- Manage user roles, permissions, and access controls, ensuring appropriate segregation of duties and data protection.
- **Technical Leadership & Mentorship**:

- Provide technical leadership and guidance to ServiceNow developers, administrators, and other technical resources working across different modules.
- Mentor and coach junior team members, fostering their growth and expertise in the ServiceNow platform.
- Participate in code reviews and ensure adherence to development best practices across all ServiceNow initiatives.
- **Stakeholder Collaboration & Communication**:

- Collaborate effectively with stakeholders from IT, business units, and other departments to understand their requirements and translate them into comprehensive ServiceNow solutions leveraging multiple modules.
- Communicate complex technical concepts clearly and concisely to both technical and non-technical audiences.
- Present architectural designs, solution proposals, and strategic recommendations to stakeholders and leadership.
- **Continuous Learning & Innovation**:

- Stay abreast of the latest ServiceNow releases, features, and industry trends across all relevant modules.
- Proactively identify opportunities to leverage new ServiceNow capabilities to drive innovation and improve business outcomes.
- Contribute to the development of the ServiceNow roadmap and strategic vision for the organization.

**Qualifications**:

- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 10+ years of progressive experience in designing, developing, and implementing ServiceNow solutions, with a strong emphasis on ITSM and platform management.
- Proven experience as a ServiceNow Architect or a similar leadership role, demonstrating expertise across multiple ServiceNow modules.
- Deep and demonstrable understanding of ServiceNow ITSM suite (Incident, Problem, Change, Service Catalog, Knowledge, Portal).
- Strong foundational knowledge of the ServiceNow platform architecture, scripting (JavaScript, GlideScript), integrations (REST, SOAP), and web technologies (HTML, CSS, XML).
- Significant hands-on experience and understanding of at least one or more additional ServiceNow modules beyond ITSM (e.g., ITOM, CSM, HRSD, GRC).
- Excellent analytical, problem-solving, and troubleshooting skills, with the ability to address complex issues spanning multiple ServiceNow modules.
- Exceptio