Job
Description
• Lead architectural design and end-to-end implementation of ServiceNow CSM, FSM, and Sales solutions. • Design scalable solutions leveraging ServiceNow's best practices, ensuring domain separation, security, and performance. • Collaborate with business stakeholders to gather requirements, define target architectures, and translate them into technical designs. • Design and oversee integrations between ServiceNow and CRMs , ERPs, and external vendor systems. • Define data models, service catalogs, workflows, virtual agent experiences, and customer/partner portals. • Guide development teams during implementation, ensuring alignment with architectural standards. • Evaluate new ServiceNow features and plugins and propose adoption plans. • Define governance frameworks and design principles for global implementations. • Ensure compliance with platform and security standards, and provide design authority in cross-functional reviews. •10+ years of hands-on ServiceNow experience, with specialization in at least two: CSM, FSM, or Sales CRM modules. • Proven experience as an architect on large-scale ServiceNow transformation projects. • Customer/Partner Portals and lead/opportunity lifecycle • Domain separation, security model, and scoped applications • Strong work experience with Flow Designer, IntegrationHub, REST/SOAP APIs, MID Servers. • Strong work experience in integrating with Custom portal and Portal, Angular JS, Java script and HTML, CSS • Deep understanding of ITOM/CMDB, Virtual Agent, and Performance Analytics as they apply to CSM/FSM. • Ability to lead technical workshops, create HLD/LLD documentation, and provide architectural governance. • Strong analytical and communication skills. • Experience mentoring ServiceNow developers and junior DeV. • Customer-oriented with a strong sense of ownership and accountability. • Ability to thrive in dynamic, fast-paced environments with multiple stakeholders.
