ServiceNow Architect

ServiceNow Architect About the Role

The ServiceNow Architect will lead the implementation of ServiceNow projects with a focus on Customer Service Management (CSM). Key responsibilities include coordinating with clients and team members, understanding functional and technical requirements, participating in design discussions, and implementing SCRUM practices. Mandatory Skills & Responsibilities

• 10+ years of experience in ServiceNow Implementation Projects.
• Recent experience in CSM implementation and support projects.
• Lead developer & Architect in ServiceNow projects.
• Coordinate with client and team members.
• Understand functional and technical requirements.
• Participate in design discussions.
• Discuss with client daily and document requirements.
• Participate in SCRUM meetings.
• Excellent communication and analytical skills.
• Exposure to 3CLogic telephony system integrated with ServiceNow.
• Manage ServiceNow Upgrade.
• Provide new access for new hires.
• Manage License allotments.
• eBonding implementation.
• Ticket Category changes.
• IVR Management.
• Reports and Dashboard Management.
• Fundamental Data Management.
• Testing code fixes.
• Chat functionality.
• Point person for new support desk rollout.
• Create backlog of requirements.
• Project Management.
• Manage inbound Email integration.
• Identify opportunity to increase efficiency. Technical Skills
• Strong experience in ServiceNow platform - particularly CSM and ITSM applications.
• Experience with 3CLogic integration with ServiceNow. Education & Certifications
• Bachelor's degree in computer science or related discipline.
• Certifications in ServiceNow – CSA, CAD or CIS-CSM.

Skill Requirements:

• ServiceNow
• 3CLogic
• SCRUM
• Cross-functional collaboration

Preferred Qualifications:

• Community Badges/ Rank level.
• Micro Certification on Virtual Agent, Performance Analytics & Integration Hub.