Description : About the Role :
We are seeking a technically proficient ServiceNow Architect / Lead to design and implement scalable ServiceNow solutions tailored to complex enterprise needs.
- The ideal candidate must have a deep understanding of ITSM modules and hands-on experience in one or more additional technical areas, including HAM, SAM, CMDB, Discovery, Integrations, EPro, or CSM.
Key Technical Responsibilities :
ITSM (Mandatory) :
Architect, implement, and optimize Incident, Problem, Change, Knowledge, and Request Management modules.Develop and customize ITSM workflows using Flow Designer, Business Rules, Script Includes, and UI Policies.Ensure strict adherence to ITIL best practices while configuring ServiceNow solutions.Create performance dashboards, SLA tracking, and reporting solutions leveraging Performance Analytics and ServiceNow Reporting.Proficiency in Additional Domains (One or More) :
1. Hardware Asset Management (HAM) :
Design and implement lifecycle automation for hardware assets using HAM workflows and policies.Integrate HAM with CMDB for accurate asset tracking and compliance.Software Asset Management (SAM) :
Automate software license management, compliance checks, and reconciliation using SAM modules.Implement integrations with software vendors for license tracking.Configuration Management Database (CMDB) :
Architect and maintain a scalable and accurate CMDB, ensuring complete visibility into IT infrastructure.Implement Service Mapping to provide end-to-end application and service dependency views.Discovery :
Configure and maintain ServiceNow Discovery for precise infrastructure and application mapping.Optimize probes, sensors, and patterns to ensure comprehensive discovery results.Integrations :
Design and implement REST / SOAP API integrations with external systems.Configure MID Servers for secure data exchange between ServiceNow and on-premises applications.Develop and troubleshoot custom integrations with third-party tools.Enterprise Procurement (EPro) :
Extend ServiceNow capabilities to streamline procurement workflows and automate vendor management.Customer Service Management (CSM) :
Implement and optimize CSM modules to enhance customer engagement and user experience.Integrate CSM with external CRM systems and communication platforms.Technical Qualifications :
Experience : Proven experience as a ServiceNow Architect or Lead with extensive hands-on expertise.Development Skills : Proficiency in JavaScript, HTML / CSS, AngularJS, and ServiceNow-specific tools like Flow Designer, Scripted REST APIs, and Scoped Applications.Certifications : ServiceNow certifications such as Certified Implementation Specialist (CIS), Certified Application Developer (CAD), or Certified Technical Architect (CTA) are highly preferred.ITIL Expertise : Strong understanding of ITIL v3 / v4 frameworks.Preferred Skills :
Experience with performance tuning, system upgrades, and instance management.Familiarity with integrating ServiceNow with IT monitoring tools (e., SolarWinds, Splunk, Dynatrace).
Advanced knowledge of Service Portal customization and widget development(ref : hirist.tech)