ServiceNow Architect – Integration & Enhancement

Job Summary:

ServiceNow Architect

Key Responsibilities:

1. Integration Architecture & Implementation

• Architect and implement integration between

  Salesforce and ServiceNow

  :
• Automatically create ServiceNow incidents upon Salesforce case escalation.
• Ensure inclusion and mandatory visibility of Salesforce Case Number in incident forms.
• Design visibility and access rules for client-facing teams.
• Design and implement

  Jira integration enhancements

  :
• Enable Correlated ID search and defect visibility across platforms.
• Configure bi-directional mapping for Assignment Group and Assigned To fields.
• Enhance notification flow from Jira to ServiceNow (Work Notes updates, etc.).
• Lead integration of

  IBM Risk Tool

  into ServiceNow:
• Ingest risk assessments into Security Incident and Risk tables.
• Trigger workflows based on IBM events.
• Oversee

  New Relic APM/Infrastructure integration

  into ServiceNow ITOM:
• Auto-create incidents from alerts.
• Enrich CMDB with performance data and enable incident correlation.
• Lead

  Microsoft Sentinel integration

  for event management and SecOps.

2. Platform Enhancements & Configuration

• Customize Incident forms based on user roles (e.g., mandatory Salesforce Case Number for client-facing teams).
• Build and maintain dashboards and reports:
• Metrics: total escalations, resolution time, category trends.
• Stakeholder-facing visualization for performance and SLA adherence.

3. AIOps & Proactive Problem Management

• Deploy and configure ServiceNow

  AIOps capabilities

  :
• Analyze incident trends.
• Auto-create Problem Records based on thresholds.
• Recommend resolutions using historical patterns.

4. CMDB Ownership

• Lead the

  design, build, and governance of CMDB

  .
• Integrate multiple data sources to ensure configuration accuracy and compliance.

Required Skills & Experience:

• 8+ years of experience in ServiceNow platform architecture and development.
• Proven experience integrating

  Salesforce, Jira, IBM Risk, New Relic

  , and

  Sentinel

  with ServiceNow.
• Strong knowledge and hands-on implementation of:
• ITSM, ITOM, CMDB, SecOps, AIOps.
• MID Server configurations, web services (REST, SOAP), IntegrationHub.
• Experience building

  dashboards, reports

  , and visual analytics in ServiceNow.
• Solid understanding of

  ServiceNow data models

  , access control, performance tuning.
• Expertise in

  Problem, Incident, Change

  , and

  Request Management

  modules.
• Experience with

  scripted REST APIs, Flow Designer

  , Business Rules, and Client Scripts.
• Familiarity with

  risk management processes

  , security incident flows, and event management.
• Excellent communication and stakeholder engagement skills.
• ServiceNow certifications (Architect, CIS in ITSM/ITOM/SecOps/AIOps) strongly preferred.

Preferred Qualifications:

• Hands-on experience with

  ServiceNow AI/ML capabilities

  .
• Prior experience in regulated environments or enterprise transformation projects.
• Agile delivery methodology exposure and ability to work in cross-functional teams.

What We Offer:

• Opportunity to work on cutting-edge ServiceNow initiatives.
• Collaborative and innovative work environment.
• Competitive compensation and growth opportunities.