TQuanta Technologies - Senior ServiceNow Architect - ITSM/CSM Implementation (5-11 yrs)

Job Title : Senior ServiceNow Architect

Role Summary

The Senior ServiceNow Architect is responsible for designing, implementing, and optimizing ServiceNow solutions to align with the client's business requirements. This role involves leveraging expertise in ServiceNow's IT Service Management (ITSM) and Customer Service Management (CSM) modules to deliver high-quality solutions while ensuring seamless integrations, scalability, and performance. The Architect collaborates closely with stakeholders, development teams, and clients to ensure the platform meets business goals and technical requirements.

Key Responsibilities :

1. ServiceNow Implementation and Customization

- Lead the design and implementation of ServiceNow solutions with a focus on ITSM and CSM modules.

- Gather and analyze business requirements to translate them into technical designs and solutions.

- Create and customize ServiceNow components such as Record Producers, Flows, Business Rules, UI Actions, Client Scripts, and Access Control Lists (ACLs).

- Develop and enhance ServiceNow Portals, ensuring a user-friendly interface and efficient functionality.

2. Integration Expertise :

- Develop and manage integrations between ServiceNow and external systems using REST, SOAP APIs, and other integration tools.

- Ensure seamless data exchange and workflows across integrated systems.

- Troubleshoot and resolve integration issues, maintaining data integrity and system performance.

3. Technical Leadership and Guidance :

- Provide architectural guidance and technical leadership to the development team.

- Review and approve technical designs, ensuring adherence to best practices and coding standards.

- Mentor junior developers and facilitate knowledge sharing within the team.

4. Scripting and Automation :

- Write and maintain scripts to automate workflows, streamline processes, and enhance platform functionality.

- Leverage scripting languages (e.g., JavaScript) to develop and implement custom solutions.

- Create and manage Flow Designer workflows to support automation needs.

5. Communication and Collaboration :

- Work closely with stakeholders to identify pain points, understand goals, and deliver tailored solutions.

- Communicate technical solutions effectively to non-technical stakeholders.

- Collaborate with cross-functional teams to ensure alignment and successful project delivery.

Skills and Qualifications :

Mandatory Skills :

- ServiceNow IT Service Management (ITSM): Expertise in configuring and implementing ITSM modules.

- Customer Service Management (CSM): Hands-on experience working with CSM modules to enhance customer-facing services.

- Integration Expertise: Strong experience in integrating ServiceNow with other systems using REST/SOAP APIs.

- Scripting Knowledge: Proficiency in JavaScript, including its application within ServiceNow to create and maintain workflows and automation.

- Customizations and Enhancements: Experience with Record Producers, Business Rules, UI Actions, Client Scripts, and ACLs.

- Portal Development: Strong experience in designing and customizing ServiceNow portals.

Preferred Skills :

- Familiarity with ServiceNow IT Operations Management (ITOM) modules.

- Knowledge of Agile methodologies and DevOps practices.

Certification : ServiceNow Certified Implementation Specialist or Architect Certification.

Soft Skills :

- Excellent communication and presentation skills.

- Strong analytical and problem-solving abilities.

- Ability to collaborate and work effectively in a team environment.

Performance Metrics :

- Delivery of ServiceNow solutions on time and within budget.

- High levels of stakeholder satisfaction and positive feedback.

- Error-free implementation with minimal post-deployment issues.

- Successful integration and automation of workflows, resulting in operational efficiencies.