ServiceNow Architect and Implementation ITSM Pro

Role - ServiceNow Architect and Implementation

Experience: 5-8 Years

Location - PAN India

We are looking for a ServiceNow Architect with strong expertise in ITSM Pro and enterprise integrations. The role involves designing scalable ServiceNow solutions, governing integrations, and ensuring alignment with ITIL best practices.

Responsibilities

• Architect and implement ITSM Pro modules (Incident, Problem, Change, Request, Major Incident, Predictive Intelligence, Performance Analytics, Virtual Agent).
• Design and govern integrations using IntegrationHub, Flow Designer, MID Server, REST/SOAP APIs, webhooks, and event-driven patterns.
• Ensure CMDB integrity, reconciliation, and discovery integrations.
• Define best practices, security standards, and performance guidelines.
• Partner with stakeholders and provide technical leadership to delivery teams.
  

Requirements

• 10+ years IT experience, with 5+ years on ServiceNow.
• Proven architect-level experience with ITSM Pro and integrations.
• Hands-on expertise in IntegrationHub, API development, OAuth/SSO, and CMDB.
• Strong knowledge of ITIL processes and scalable solution design.
• Excellent communication and stakeholder management skills.
  

Preferred

• ServiceNow Architect/Implementation Specialist certifications.
• Experience with multi-cloud and SaaS integrations (Workday, SAP, Jira, Salesforce, etc.).
  

͏

Do

• Provide adequate support in architecture planning, migration & installation for new projects in own tower (platform/dbase/ middleware/ backup)
• Lead the structural/ architectural design of a platform/ middleware/ database/ back up etc. according to various system requirements to ensure a highly scalable and extensible solution
• Conduct technology capacity planning by reviewing the current and future requirements
• Utilize and leverage the new features of all underlying technologies to ensure smooth functioning of the installed databases and applications/ platforms, as applicable
• Strategize & implement disaster recovery plans and create and implement backup and recovery plans
• Manage the day-to-day operations of the tower
• Manage day-to-day operations by troubleshooting any issues, conducting root cause analysis (RCA) and developing fixes to avoid similar issues.
• Plan for and manage upgradations, migration, maintenance, backup, installation and configuration functions for own tower
• Review the technical performance of own tower and deploy ways to improve efficiency, fine tune performance and reduce performance challenges
• Develop shift roster for the team to ensure no disruption in the tower
• Create and update SOPs, Data Responsibility Matrices, operations manuals, daily test plans, data architecture guidance etc.
• Provide weekly status reports to the client leadership team, internal stakeholders on database activities w.r.t. progress, updates, status, and next steps
• Leverage technology to develop Service Improvement Plan (SIP) through automation and other initiatives for higher efficiency and effectiveness
  

͏

Team Management

• Resourcing
• Forecast talent requirements as per the current and future business needs
• Hire adequate and right resources for the team
• Train direct reportees to make right recruitment and selection decisions
• Talent Management
• Ensure 100% compliance to Wipro’s standards of adequate onboarding and training for team members to enhance capability & effectiveness
• Build an internal talent pool of HiPos and ensure their career progression within the organization
• Promote diversity in leadership positions
• Performance Management
• Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports.
• Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below
• Employee Satisfaction and Engagement
• Lead and drive engagement initiatives for the team
• Track team satisfaction scores and identify initiatives to build engagement within the team
• Proactively challenge the team with larger and enriching projects/ initiatives for the organization or team
• Exercise employee recognition and appreciation
  

͏

Mandatory Skills: ServiceNow - IT Service Management .