CRM Integration Architect-III (ServiceNow Implementor)

Title: CRM Integration Architect-III (ServiceNow Implementor)

Position Summary:

The ServiceNow Implementor serves as the bridge between business stakeholders and the technical development team to ensure successful implementation and adoption of ServiceNow solutions. This role focuses on gathering and translating business requirements, designing improved workflows using out-of-box functionality, and coordinating configuration, testing, and rollout activities.

Key Responsibilities:

• Lead and coordinate ServiceNow implementation projects from requirements gathering through go-live and stabilization.
• Work with business stakeholders to document current processes, identify pain points, and define requirements for ServiceNow solutions.
• Translate business needs into functional specifications and user stories for the development team.
• Collaborate with ServiceNow developers and architects to design scalable, compliant, and efficient solutions.
• Perform configuration within ServiceNow (e.g., forms, fields, workflows, approval rules, notifications) using out-of-the-box tools rather than custom code.
• Validate and test implemented functionality to ensure alignment with business requirements.
• Facilitate user acceptance testing (UAT) and support end-user training and documentation.
• Coordinate data migration, environment setup, and deployment planning with technical teams.
• Support change management, communication, and adoption activities throughout the implementation.
• Maintain awareness of new ServiceNow capabilities and recommend platform enhancements or process improvements.

Qualifications:

• 8+ years of hands-on experience implementing and configuring ServiceNow.
• Proven track record delivering multiple ServiceNow module implementations or enhancements.
• Strong knowledge of ServiceNow core modules: Incident, Problem, Change, CMDB, Knowledge, Service Catalog, Request Fulfillment, Discovery, etc.
• Experience with ITOM, integrations, automations, and CSDM.
• Familiarity with ITIL processes and frameworks.
• Knowledge of ServiceNow best practices.
• ServiceNow certifications strongly preferred:
• ServiceNow Certified System Administrator (CSA).
• Implementation Specialist certification (ITSM, ITOM, HRSD, etc.).
• ITIL Foundation or higher.
• Strong leadership, communication, and collaboration skills.

Top Required Skills & 8-10 Years of Experience:

• Hands-on experience implementing and configuring ServiceNow. (8+ years)
• Proven track record delivering multiple ServiceNow module implementations or enhancements. (8+ years)
• Strong knowledge of ServiceNow core modules: Incident, Problem, Change, CMDB, Knowledge, Service Catalog, Request Fulfillment, Discovery, etc. (8+ years)
• Experience with ITOM, integrations, automations, and CSDM. (8+ years)

Nice to Have Skills:

• Experience with Agile/Scrum delivery methodologies.
• Knowledge of ITIL/ITSM processes and frameworks.
• Ability to interact with senior leadership and business stakeholders to provide technical guidance.