ServiceNow Architect

ServiceNow Architect

• Summary: We are looking for an experienced ServiceNow Architect to lead our team in implementing and upgrading ServiceNow projects.
• Main Responsibilities:
• Implement and upgrade ServiceNow projects with minimal impact on existing functionalities.
• Manage implementation of ServiceNow upgrades, ensuring that existing features are not impacted.
• Create new access for new hires and manage license allotments for ServiceNow and 3CLogic.
• Implement eBonding and client requests for enhancements or changes to ServiceNow.
• Manage Ticket Category changes and requests from Operations team.
• Coordinate with 3CLogic team for IVR Management and creation.
• Reports and Dashboard Management – ServiceNow and 3CLogic.
• Foundation Data Management.
• Testing code fixes/updates and new rollout before moving to production.
• Chat functionality in ServiceNow (Virtual Agent).
• Be the point person for new support desk rollout of client onboarding. Instance creation and data structure creation for the new client.
• Create backlog of requirements. Prioritize for implementing. Project Management.
• Coordinate and lead ServiceNow developers.
• Act as a point-person for clients and client users. Receive requirements. Prioritize Requirements. Plan rollouts.
• Manage inbound Email integration into ServiceNow.
• Requirements:
• 10+ years of experience in ServiceNow Implementation Projects.
• Mandatory recent experience in CSM (Customer Service Management) implementation and support projects.
• Involve as Lead developer & Architect in ServiceNow projects.
• Strong experience in ServiceNow platform - particularly CSM and ITSM applications.
• Experience with 3CLogic integration with ServiceNow.
• Certifications in ServiceNow – CSA, CAD or CIS-CSM.

Technical Skills:

• Strong experience in ServiceNow platform - particularly CSM and ITSM applications.
• Experience with 3CLogic integration with ServiceNow.
• Good to have - Community Badges/ Rank level.
• Good to have - Micro Certification on Virtual Agent, Performance Analytics & Integration Hub.

Education & Certifications:

• Bachelor's degree in computer science or related discipline.
• Certifications in ServiceNow – CSA, CAD or CIS-CSM.