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Senior ServiceNow Architect

Senior ServiceNow Architect

Mastech InfoTrellisThiruvananthapuram, IN
3 days ago
Job description

Experience : 10+ years (8+ years on ServiceNow)

Job Summary

We are seeking a Senior ServiceNow Architect with deep expertise in Customer Service Management (CSM), Field Service Management (FSM), and Sales / CRM-related processes. The ideal candidate will lead the architectural strategy, solution design, and roadmap planning for ServiceNow implementations and enhancements in customer-facing domains.

Key Responsibilities

  • Lead architectural design and end-to-end implementation of ServiceNow CSM, FSM, and Sales solutions.
  • Design scalable solutions leveraging ServiceNow's best practices, ensuring domain separation, security, and performance.
  • Collaborate with business stakeholders to gather requirements, define target architectures, and translate them into technical designs.
  • Design and oversee integrations between ServiceNow and CRMs , ERPs, and external vendor systems.
  • Define data models, service catalogs, workflows, virtual agent experiences, and customer / partner portals.
  • Guide development teams during implementation, ensuring alignment with architectural standards.
  • Evaluate new ServiceNow features and plugins and propose adoption plans.
  • Define governance frameworks and design principles for global implementations.
  • Ensure compliance with platform and security standards, and provide design authority in cross-functional reviews.

Required Skills & Experience

  • 8+ years of hands-on ServiceNow experience, with specialization in at least two : CSM, FSM, or Sales CRM modules.
  • Proven experience as an architect on large-scale ServiceNow transformation projects.
  • Strong understanding of :
  • CSM Data Model
  • FSM Components
  • Customer / Partner Portals and lead / opportunity lifecycle
  • Domain separation, security model, and scoped applications
  • Experience with Flow Designer, IntegrationHub, REST / SOAP APIs, MID Servers.
  • Experience integrating with Custom portal and Portal, Angular JS, Java script and HTML, CSS
  • Deep understanding of ITOM / CMDB, Virtual Agent, and Performance Analytics as they apply to CSM / FSM.
  • Ability to lead technical workshops, create HLD / LLD documentation, and provide architectural governance.
  • Certified in :
  • ServiceNow Certified System Administrator
  • ServiceNow Certified Implementation Specialist – CSM / FSM
  • ServiceNow Certified Application Developer (preferred)
  • Strong analytical and communication skills.
  • Experience mentoring ServiceNow developers and junior DeV.
  • Customer-oriented with a strong sense of ownership and accountability.
  • Ability to thrive in dynamic, fast-paced environments with multiple stakeholders.
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