Servicenow Architect

Position Title:

Experience

Shift Timings:

Location:

Mandatory Skills & Responsibilities:

• 10+ years of experience in ServiceNow Implementation Projects. Passionate about technologies and ServiceNow in particular.
• Mandatory recent experience in CSM (Customer Service Management) implementation and support projects.
• Involve as Lead developer & Architect in ServiceNow projects.
• Coordinate with client and team members and ensure there are no gaps in understanding the requirements.
• Understand the functional and technical requirements of the application.
• Participate in design discussions. Offer technical and functional suggestions for enhancing the application.
• Discuss with the client every day, understand and document the requirements. Develop solutions accordingly.
• Participate in SCRUM meetings every day. Implement SCRUM practices in the team.
• Excellent communication and analytical skills
• Have exposure to 3CLogic telephony system integrated with ServiceNow. Coordinate with 3Clogic team in fixing issues.
• Manages implementation of ServiceNow Upgrade. Ensure existing functionalities are not impacted with upgrades.
• Provide new access for new hires (ServiceNow and 3CLogic)
• Manage the ServiceNow and 3CLogic License allotments.
• Implementing eBonding, and client requests for enhancements or changes to ServiceNow
• Implement Ticket Category changes and requests from Operations team.
• IVR Management and creation in 3CLogic. Coordinate with 3CLogic team.
• Reports and Dashboard Management ServiceNow and 3CLogic.
• Foundation Data Management
• Testing code fixes/updates and new rollout before moving to production.
• Chat functionality in ServiceNow (Virtual Agent)
• Be the point person for new support desk rollout of client onboarding. Instance creation and data structure creation for the new client.
• Create backlog of requirements. Prioritize for implementing. Project Management.
• Coordinate and lead ServiceNow developers.
• Act as a point-person for clients and client users. Receive requirements. Prioritize Requirements. Plan rollouts.
• Manage inbound Email integration into ServiceNow
• Identify opportunity to increase efficiency in reporting, data collection, or functionality.

Technical Skills:

• Strong experience in ServiceNow platform - particularly CSM and ITSM applications.
• Experience with 3CLogic integration with ServiceNow.
• Good to have - Community Badges/ Rank level.
• Good to have - Micro Certification on Virtual Agent, Performance Analytics & IntegrationHub.

Education & Certifications:

• Bachelors degree in computer science or related discipline.
• Certifications in ServiceNow – CSA, CAD or CIS-CSM.