ServiceNow Solution Lead / Architect

Role & responsibilities

• Lead Technical Delivery:

  Assume the role of Lead Architect for large-scale implementations, bearing complete ownership of the technical solution across the ITSM, HRSD, CSM, and FSM domains.

• Architectural Design:

  Produce detailed Technical Design Documents (TDD), Blueprints, and Solution Architecture diagrams. Conduct and lead workshops to meticulously translate intricate business requirements into scalable ServiceNow solutions.

• Cross-Module Expertise:

  Design integrated, unified workflows that seamlessly connect internal employees (HRSD/ITSM) with external customers and field operations (CSM/FSM), thereby ensuring a coherent data model and optimal user experience.

• Advanced Development & Integrations:

  Direct the design and execution of sophisticated integrations utilizing REST/SOAP, Integration Hub, and Spoke development. Supervise advanced configurations and custom widget development for the Service Portal/Employee Center Pro.

• AI & Automation Leadership:

• Now Assist:

  Architect generative-AI-driven experiences to significantly enhance productivity across ITSM, HRSD, and CSM use cases.

• AI Control Tower:

  Establish and implement governance frameworks necessary for enterprise-grade AI adoption and continuously monitor AI health, accuracy, and regulatory compliance.

• AI Agents:

  Design and deploy autonomous agents to automate repetitive processes and resolve common employee and customer inquiries.

• AI Search:

  Optimize enterprise search functionality through the implementation of semantic search, natural language understanding, and contextual data retrieval.

• Client Advisory:

  Serve as a trusted advisor to C-level stakeholders and process owners. Provide expert guidance to customers regarding the ServiceNow product roadmap, new feature releases, and adherence to industry best practices.

• Governance & Best Practices:

  Establish and rigorously enforce coding standards, update set governance protocols, and instance management strategies. Proactively ensure the technical integrity and scalability of the platform (technical debt management).

• Team Leadership:

  Mentor Senior and Associate Technical Consultants. Conduct thorough code reviews, lead formal "Show and Tell" demonstrations, and ensure the team's strict adherence to agile development methodologies.

• Pre-Sales & Scoping:

  Collaborate with the sales team to provide requisite technical expertise during the pre-sales lifecycle, including scoping efforts, Proof-of-Concept (POC) construction, and high-level effort estimations.

• Release Management:

  Plan and oversee Code Promotion activities, comprehensive cutover planning, and the formulation of go-live support strategies.

• Innovation:

  Champion the adoption of cutting-edge technologies, including Virtual Agent, AI Search, Predictive Intelligence, and flow automation, to reduce manual workloads effectively.

• Project Management Support:

  Collaborate strategically with Engagement Managers to identify and mitigate technical risks (RAID log), manage scope creep, and ensure the punctual delivery of solutions.

Qualification and Skills

• A minimum of

  7+ Years

  of hands-on ServiceNow experience is required, with at least three years served in a designated Lead or Architect capacity.
• A Bachelor of Technology (B.Tech) or Bachelor of Engineering (B.E.) in Computer Science is preferred, or equivalent demonstrated practical experience.
  
• Possession of a proven track record leading successful, end-to-end implementations within a demanding consulting environment
  

• Multi-Module Mastery:

  Deep, demonstrable expertise in

  ITSM

  (Incident, Problem, Change, CMDB) and

  HRSD

  (COE structure, Lifecycle Events, HR Services) is mandatory.

• Customer & Field Workflows:

  Strong configuration expertise in

  CSM

  (Case Management, CSM Portal, Install Base) and

  FSM

  (Work Order management, Dispatching, Geolocation).

• Integrations:

  Expert-level proficiency in web services (REST/SOAP), Mid Servers, Payload parsing, and various authentication methods (OAuth, SAML, LDAP).

• Service Portal:

  Advanced proficiency is required in Angular, Bootstrap, and Widget architecture for both Employee Center and CSM Portals.
• Demonstrated experience implementing AI Search, Virtual Agent, Predictive Intelligence, and configuring AI Control Tower dashboards.

Certifications:

• Certified System Administrator (CSA)

• Certified Implementation Specialist (CIS) in HRSD, ITSM, CSM, or FSM

Preferred candidate profile