ServiceNow Solutions Architect

Skills

Minimum of 8-10 years of experience working with ServiceNow including hands-on experience with multiple core modules such as Change Management Service Portal Knowledge Management Problem Management Virtual Agent Incident Management Case Management Integrations Event Management Reporting and Service Catalog. Previous experience in architecting and implementing complex solutions on the ServiceNow platform. ServiceNow Certified System Administrator (CSA) required. Strong experience in ServiceNow architecture integration frameworks and best practices. Strong experience with ServiceNow REST and SOAP APIs integration tools and platform data models. Experience with ServiceNow reporting and performance analytics. Solid understanding of ITIL processes and how they map to ServiceNow functionalities. Exceptional analytical troubleshooting and problem-solving skills. Strong interpersonal and communication skills with the ability to engage and influence stakeholders at all levels. Proven ability to lead and mentor cross-functional teams in a collaborative environment. Experience in guiding teams through complex technical challenges and ensuring successful project delivery. ServiceNow Certified Implementation Specialist (CIS) in key modules such as Change Management Incident Management Service Catalog or others is highly desirable but not a must have

Description

As a ServiceNow is a you are highly skilled technical resource who is an innovative thinker, capable of envisioning how technology can be leveraged to solve complex business problems and deliver business outcomes. As a key contributor to our ServiceNow initiatives, they will leverage their expertise to design, implement, and optimize enterprise-wide solutions across multiple ServiceNow modules. This role will be crucial in enhancing IT service management and automation capabilities, ensuring the platform aligns with both business and technology goals.

Responsibilities

• Lead and Design ServiceNow Solutions: Lead the design and development of ServiceNow solutions, specifically across the Change Management, Service Portal, Knowledge Management, Problem Management, Virtual Agent, Incident Management, Case Management, Integrations, Event Management, Reporting, and Service Catalog modules.
• Collaboration and Stakeholder Management: Work closely with business stakeholders and IT teams to understand business needs and translate them into scalable ServiceNow architecture solutions. Serve as the primary point of contact for technical direction and decisions related to ServiceNow implementations.
• Module Expertise: Provide in-depth expertise and best practices for ServiceNow modules including:
• Change Management: Drive the design and optimization of change processes within ServiceNow.
• Service Portal: Oversee the design and configuration of user-friendly, intuitive service portals.
• Knowledge Management: Design knowledge workflows, leveraging ServiceNow's knowledge management capabilities.
• Problem Management: Implement effective problem management processes and automation within ServiceNow.
• Virtual Agent: Architect AI-driven virtual agents for efficient self-service options.
• Incident Management & Case Management: Ensure best practices for handling incidents and cases.
• Integrations: Design and manage integrations between ServiceNow and other enterprise systems.
• Event Management: Implement event management best practices to monitor and automate IT operations.
• Reporting and Analytics: Define and implement reporting solutions, ensuring metrics and KPIs are easily accessible for all stakeholders.
• Technical Leadership: Provide technical leadership to development teams, guiding them on coding best practices, platform capabilities, and integration strategies. Ensure the solutions adhere to client technical standards and ServiceNow best practices.
• Troubleshooting and Issue Resolution: Identify and resolve platform-related issues, offering solutions to complex problems that involve cross-module integrations and customizations.
• Platform Optimization: Drive continuous improvement initiatives to optimize platform performance, user experience, and system scalability.
• Documentation and Knowledge Sharing: Create detailed documentation for designs, solutions, and processes. Foster knowledge sharing and best practices within the team.
• Governance & Compliance: Ensure that all implementations comply with IT governance, security standards, and regulatory requirements.