Servicenow Architect

Were seeking a ServiceNow Architect with deep experience in Managed Services delivery and the Customer Service Management (CSM) module. You’ll be the platform steward for multiple client environments—owning configuration, data integrity, and releases—while enabling scalable service operations. You stay current on Now Assist and the latest ServiceNow capabilities and translate them into practical, outcome-driven improvements for our clients.

• Platform Ownership

  : Administer and optimize ServiceNow instances, manage updates, upgrades, and Store apps with change controls.

• CSM & Managed Services

  : Configure CSM modules (cases, SLAs, playbooks, agent workspace, portals), enable deflection and incident/request handoffs.

• Automation & AI

  : Design Flow Designer/Integration Hub automations; implement Now Assist features with governance and KPIs.

• Stakeholder Engagement

  : Translate business needs into epics/stories, estimate LOE, advise on platform best practices and roadmaps.

• Integrations & Governance

  : Build REST/SOAP/MID integrations, ensure data quality, implement Performance Analytics and CSM reporting.

• Security & Compliance

  : Enforce ACLs, encryption, retention policies; support audits and release planning with ATF and rollback strategies.

Requirements:

• Experience

  : 6–8+ years in ServiceNow; 3+ years in CSM; MSP/multi-environment background.

• Skills

  : ServiceNow admin, CSM config, Flow Designer, Integration Hub, ATF, PA, scripting (JavaScript, Glide APIs), CMDB.

• AI Knowledge

  : Familiarity with Now Assist features, prompt design, governance, and value tracking.

• Practices

  : ITIL v4, secure config, change/release management.

• Soft Skills

  : Strong communication, consultative problem-solving, prioritization in multi-client setups.

Certifications (Preferred):

• ServiceNow CSA (required), CIS–CSM (strong plus), CAD/CIS–ITSM, ITIL® 4 Foundation, micro-certs (Flow Designer, IntegrationHub, ATF, PA).

Success Metrics:

• SLA/OLA compliance, case deflection, backlog health, automation coverage, MTTR reduction, Now Assist impact, CSAT/NPS.

Working Model:

• Agile/Scrum with Jira/Azure Boards, Git-based governance, ATF testing, occasional after-hours support.