Servicenow Architect

Key Responsibilities

ServiceNow Solution Design & Development

• Lead the design, configuration, development, and implementation of ServiceNow applications, primarily focusing on

  CSM

  and

  ITSM

  modules.
• Architect and implement

  end-to-end ServiceNow solutions

  aligned with client needs and business goals.
• Design and build integrations between ServiceNow and external systems such as

  3CLogic

  , email, and third-party applications.
• Develop workflows, business rules, client scripts, UI policies, and integrations using

  IntegrationHub

  ,

  REST

  , and

  SOAP APIs

  .

Client Engagement & Project Leadership

• Serve as the

  primary technical point of contact

  for clientsgather requirements, provide solution walkthroughs, and ensure technical alignment.
• Lead a team of ServiceNow developers—assign tasks, manage deliverables, and ensure adherence to best practices.
  
• Conduct

  daily SCRUM meetings

  , track project progress, and manage sprint backlogs.
• Prioritize enhancement requests, manage deployments, and oversee upgrade activities ensuring no impact to existing functionalities.
  

Operational Support & Continuous Improvement

• Manage and coordinate

  ServiceNow-3CLogic integration

  —including IVR creation, telephony setup, and license management.
• Handle

  ServiceNow upgrade management

  ,

  testing

  , and

  change management

  activities.
• Manage

  foundation data

  ,

  reporting

  , and

  dashboard development

  in ServiceNow and 3CLogic.
• Support

  chat and Virtual Agent

  configurations,

  eBonding implementations

  , and

  email integrations

  .
• Identify automation opportunities and propose enhancements to improve operational efficiency.
  

Technical Skills & Requirements

• 10+ years

  of hands-on experience in

  ServiceNow Implementation

  and development.

• Mandatory:

  Recent experience in

  Customer Service Management (CSM)

  module implementation and support.
• Strong proficiency in

  ServiceNow platform administration

  ,

  ITSM

  , and

  CSM

  applications.
• Expertise in

  3CLogic integration

  with ServiceNow.
• Experience with

  Virtual Agent

  ,

  Performance Analytics

  , and

  IntegrationHub

  (preferred).
• Proven ability to manage

  ServiceNow upgrades

  ,

  customizations

  , and

  instance management

  .
• Strong analytical, problem-solving, and communication skills.
  
• Experience with

  Agile/SCRUM

  methodologies.
• Exposure to

  reporting, dashboards, IVR setup

  , and

  foundation data management

  .

Educational Qualifications & Certifications

• Bachelor’s degree

  in Computer Science, Information Technology, or related discipline.

• Mandatory Certifications:

• ServiceNow Certified System Administrator (CSA)
  
• ServiceNow Certified Application Developer (CAD)
  

• Preferred Certifications:

• Certified Implementation Specialist – Customer Service Management (CIS-CSM)
  
• Micro-Certifications in Virtual Agent, Performance Analytics, or IntegrationHub
  
• ServiceNow Community Badges / Ranks
  

Soft Skills

• Excellent

  verbal and written communication

  skills with global clients.
• Strong leadership and

  team coordination

  abilities.
• Self-motivated, proactive, and able to work independently in a fast-paced environment.
  
• Strong attention to detail with the ability to

  multi-task and prioritize

  effectively.