ServiceNow Solution Architect

ServiceNow Solution Architect (ITSM and CSM)

Leads the delivery of ServiceNow Implementation projects, driving strategic transformation change of ITIL solution deployment. Responsible for architecture, design, implementation, enhancements, and integrity of existing ServiceNow ITSM & CSM applications, as well as new applications on the ServiceNow platform. Key Responsibilities

• Provide subject matter expertise, act as technical product advocate, design, develop, and implement ITIL processes, ITSM, CSM, Knowledge, Demand, and Release Management modules within the ServiceNow platform.
• Implement technology-specific best practices and standards.
• Researches and evaluates alternative solutions, recommending the most efficient and cost-effective solutions.
• Proposes data models, design changes to processes and products, exerting significant latitude in determining objectives.
• Translates requirements into functional and technical requirements.
• Develops technical design documents.
• Designs and develops extensions to the ServiceNow data model in support of requirements towards CMDB, SACM, and other modules.
• Reviews and refines designs for usability, reviews testing scenarios, and refines test cases to ensure application quality.
• Supports and coordinates scheduling and execution of releases, product upgrades, new technology deployments.
• Evaluates new features and produces comprehensive analysis and recommendations.
• Performs and participates in product road map planning.
• Produces and maintains detailed system documentation, including design specs, maintenance, troubleshooting, deployment, disaster recovery, tech notes, and testing.
• Creates and maintains current state of the ServiceNow platform architecture documentation and provides architectural control.
• Creates well-structured test plans and coordinates testing activities.
• Translates technical complexities to project stakeholders, ensuring they understand the effects of design decisions on the ServiceNow Platform.
• Leads ServiceNow upgrades planning and execution.
• Participates in configuring new applications or suites during planning, development, and rollout phases.
• Contributes to strategic development of new platform customization based on customer needs. Position Requirements
• Master's degree in Computer Science, Engineering, or related fields.
• Minimum 7 years of industry experience.
• Practical experience with agile methodologies/tools.
• Strong communication skills, both written and verbal, to describe technical solutions in business terms.
• ITIL Foundation certification is mandatory.
• Hands-on design, development, and deployment experience with the ServiceNow platform.
• Ongoing awareness of tools, techniques, and best practices related to ServiceNow and IT Service Management.
• Ability to communicate effectively with both technical and non-technical staff.
• Strong attention to detail.
• Ability to work well in a team-oriented environment.
• Experience leading geographically separated customers and onshore/offshore teams.