ServiceNow Solution Architect - ITSM/CSM Specialist

ServiceNow Solution Architect(ITSM and CSM) plays a lead role in the delivery of ServiceNow Implementation projects and driving strategic transformation change of ITIL solution deployment. Responsible for the overall architecture, design, implementation, enhancements and integrity of existing ServiceNow ITSM & CSM applications as well as implementation and development of new applications on the ServiceNow platform within the enterprise. Also responsible for ensuring that the solution delivered to business units are engineered in accordance with corporate architecture and infrastructure standards. Effective communication skills, both verbal and written, are vital to success in the role. Understanding user requirements and being able to translate them into the technical solution that aligns with customer expectations, requires the ability to listen, interpret, strategize and communicate.

Subject matter expert in ServiceNow and ITIL.

Job Type: Full-time

Experience:

• ServiceNow: 4 years (Minimum)
• ITSM & CSM
• Overall 7+ years (minimum)

Responsibilities:

• Provide subject matter expertise, act as technical product advocate, design, develop and implement ITIL processes, ITSM, CSM, Knowledge, Demand and Release Management modules within ServiceNow platform.
• Implement technology specific best practices and standards.
• Researches and evaluates alternative solutions and recommends the most efficient and cost-effective solutions.
• Proposes data model, design changes to processes and products, exerts significant latitude in determining objectives of an assignment.
• Translates requirements into functional and technical requirements.
• Develop technical design documents.
• Designs and develops extensions to ServiceNow data model in support of requirements towards CMDB, SACM and other modules.
• Reviews and refines designs for usability, review testing scenarios and refines test cases, to ensure applications quality and works with users to review test results to ensure they meet expected results. Support and coordinate scheduling and execution of releases, product upgrades, new technology deployments.
• Evaluation of new features and produce comprehensive analysis and recommendations. Perform and participate in product road map planning.
• Produces and maintains detailed system documentation including design specs, maintenance, troubleshooting, deployment, disaster recovery, tech notes, and testing, etc.
• Create and maintain the current state of the ServiceNow platform architecture documentation and provide the architectural control.
• Create well-structured test plans and coordinate testing activities.
• Translate technical complexities to project stakeholders and make sure they understand the effects of the design decisions on the areas of ServiceNow Platform.
• Lead ServiceNow upgrades planning and execution.
• Participate in the configuration of new applications or suites during planning, development, and roll out phases. Contribute to the strategic development of new platform customization, as needed, based on customer needs.
• Maintain an awareness and understanding of technological advances; provide continuous research and assessment of new resources and technology available for ServiceNow platform.
• Strong leadership skills with the ability to lead assignments/teams and mentor others and build a team.
• Provide excellent customer service, leadership, communication, problem solving and decision making skills.
• Demonstrate strong prioritization, time management and organizational skills.

Position Requirements:

• Master’s degree in Computer Science, Engineering, or other related fields
• Minimum 7 years of Industry experience
• Practical experience with agile methodologies/tools.
• Strong communication skills, both written and verbal, with the ability to describe technical solutions in terms of the business
• ITIL Foundation certification is MUST
• Hands-on design, development and deployment experience with the ServiceNow platform
• Ongoing awareness of tools, techniques and best practices related to ServiceNow and IT Service Management.
• Ability to communicate effectively both verbally and in writing with both technical and non-technical staff.
• Strong attention to details.
• Ability to work well in a team oriented environment.
• Experience with leading geographically separated customers and onshore/offshore teams Interact cross-functionally on matters that require coordination across the organization and collaborates well with other groups, voluntarily shares information.