ServiceNow Architect

Position Title : ServiceNow Architect

Experience : 10+ Years

Shift Timings :

2 : 00PM to 11 : 00 PM IST.

Location : Remote

Mandatory Skills & Responsibilities :

10+ years of experience in ServiceNow Implementation Projects. Passionate about technologies and ServiceNow in particular.

Mandatory recent experience in CSM (Customer Service Management) implementation and support projects.

Involve as Lead developer & Architect in ServiceNow projects.

Coordinate with client and team members and ensure there are no gaps in understanding the requirements.

Understand the functional and technical requirements of the application.

Participate in design discussions. Offer technical and functional suggestions for enhancing the application.

Discuss with the client every day, understand and document the requirements. Develop solutions accordingly.

Participate in SCRUM meetings every day. Implement SCRUM practices in the team.

Excellent communication and analytical skills

Have exposure to 3CLogic telephony system integrated with ServiceNow. Coordinate with 3Clogic team in fixing issues.

Manages implementation of ServiceNow Upgrade. Ensure existing functionalities are not impacted with upgrades.

Provide new access for new hires (ServiceNow and 3CLogic)

Manage the ServiceNow and 3CLogic License allotments.

Implementing eBonding, and client requests for enhancements or changes to ServiceNow

Implement Ticket Category changes and requests from Operations team.

IVR Management and creation in 3CLogic. Coordinate with 3CLogic team.

Reports and Dashboard Management – ServiceNow and 3CLogic.

Foundation Data Management

Testing code fixes / updates and new rollout before moving to production.

Chat functionality in ServiceNow (Virtual Agent)

Be the point person for new support desk rollout of client onboarding. Instance creation and data structure creation for the new client.

Create backlog of requirements. Prioritize for implementing. Project Management.

Coordinate and lead ServiceNow developers.

Act as a point-person for clients and client users. Receive requirements. Prioritize Requirements. Plan rollouts.

Manage inbound Email integration into ServiceNow

Identify opportunity to increase efficiency in reporting, data collection, or functionality.

Technical Skills :

Strong experience in ServiceNow platform - particularly CSM and ITSM applications.

Experience with 3CLogic integration with ServiceNow.

Good to have - Community Badges / Rank level.

Good to have - Micro Certification on Virtual Agent, Performance Analytics & Integration Hub.

Education & Certifications :

Bachelor’s degree in computer science or related discipline.

Certifications in ServiceNow – CSA, CAD or CIS-CSM.