ServiceNow CSM Architect

ceNow Platform. The architect is able to understand the nuances in the current state on-prem architecture, prepare a target state architecture in alignment with overall strategy and work with various technical folks to migrate the application to cloud.

• Serve as an expert in the ServiceNow platform and CSM, leading ServiceNow practices, advancements, and innovation
• Lead the architecture and design of ServiceNow CSM solutions including Case Management, Knowledge Management, and Customer Service Portal.
• Define and document technical solutions that address client business problems, scalable and with industry best practices.
• Serve as the primary technical point-of-contact for ServiceNow CSM projects.
• Collaborate with cross-functional teams including developers, business analysts, and project managers.
• Configure and customize ServiceNow CSM modules and workflows.
• Ensure integration with other enterprise systems and tools.
• Develop and maintain technical documentation, including architecture diagrams and process flows.
• Conduct design authority meetings to review and approve technical solutions.
• Provide technical leadership and mentorship to junior team members.
• Monitor and optimize instance performance and user experience.
• Ability to manage development team, customer, stakeholder expectations
• Experience working in an IT Service Management (ITIL) / Agile / DevOps environment
• Build high-quality, clean, scalable, and reusable code by enforcing best practices around software engineering architecture and processes (Code Reviews, Unit testing, etc.)
• Work with the product owners to understand detailed requirements and own your code from design, implementation, test automation and delivery of high-quality product to our users.
• Contribute to the design and implementation of new products and features while also enhancing the existing product suite
• Provide advice on how business services are delivered with a vision for improvement.
• Be a mentor for colleagues and help promote knowledge-sharing

Technology :
ServiceNow CSM including ServiceNow platform, APP engine (studio), Service portal, Flow Designer/Workflow, MID Server, REST API, SOAP, JSON JDBC, Integration Hub, UI Builder.

Required Experience & Qualification:

• 10+ years' experience and proven specialization in ServiceNow implementation with minimum 3 years of experience working as an Architect for ServiceNow CSM.

• Comfortable in working in a high paced work environment and can adapt to rapidly changing business drivers.

• Very strong technical skills and experience

• Software architecture & design experience.

• Knowledge and experience of Infrastructure Operations, Cloud migration as well as E-Bonding with other ServiceNow instances

• Experience with creating workflows in ServiceNow, Remedy or similar experience

• Demonstrated ability to translate complex business requirements into automated workflow-based solutions

• Ability to develop test scripts and plans and guide team on same

• Knowledge of service management and request fulfillment processes

• ServiceNow System Admin certification, ServiceNow Application Developer and/or Product line certifications a plus

• Working knowledge of JavaScript, JSON, HTML preferred

• Working knowledge of databases, tables, attributes, and relationships

• Understanding of ITIL principles/best practices preferred

Soft skills

• Excellent Analytical and troubleshooting skill.
• Excellent in Verbal, written communication.
• Creative thinking in implementing Service improvements (automation, incident reduction, etc.).
• Willingness and flexibility to learn new technologies, scale up quickly and adapt to different roles as the situation demands.
• Practical experience with agile methodologies/tools
• Cross functional Knowledge on matters that require coordination across organization and collaborates well with other groups, voluntarily shares information.