ServiceNow Architect

Role:

Desired Experience Range:

Location:

Required Technical Skill Set

Technical Comptency

• Experience as a Senior Technical Lead / Architect.

• Demonstrated experience in guiding and supporting CSM engagements during design and implementation stages.

• Deep subject matter expertise related to ServiceNow CSM concepts such as CSM data model, Service organizations, Case types, Customer Portals, Virtual Agent, Install Base management, Playbooks, Proactive Customer Service Operations, CSM AI capabilities etc. and adjacent platform capabilities like CSDM, Asset and Configuration Management, Field Service Management, ITSM and ITOM

• Conducting demos and working sessions with the client

• Provide technical guidance to Business Analyst

• Gathering requirements from the client

• Advising the client on good practices and recommended solutions

• Design solutions to maximum value while minimizing technical debt

• Refining Agile stories and tasks

• Reviewing work of technical consultants

• Mentoring and assisting technical consultants

• CSA and CAD certifications

Behavioral competency

• Handles customer meetings and provide weekly/monthly reports for customer as well as management.

• Strong abilities to manage conflicts that may arise with customers and/or internal stakeholders

• Excellent communication in orchestrating customer requirements/needs, solutions, customer responsibilities, risks, challenges and impacts

• CTA certification

• Evaluate the tool stability and performance and provide recommendations

• Participate and provide feedback during planning meetings (i.e., pre-iteration, and retrospectives).

• Review, and do proactive analyze and resolve application issues as needed.

• Define and document best practices and strategies regarding application deployment and infrastructure maintenance

• Knowledge on new servicenow modules ( HRSD, SecOps, GRC, ITBM, Etc..)