ServiceNow Architect

Company Overview

Details about the company, its industry, and culture are not specified.

Job Summary

The ServiceNow Architect will play a pivotal role in leading ServiceNow implementation projects with a focus on Customer Service Management (CSM). This position requires extensive experience and technical knowledge, fostering collaboration with clients and team members to ensure successful project outcomes.

Responsibilities

• Lead development and architecture in ServiceNow implementation projects.
• Act as the main point of contact with clients, ensuring clear understanding of functional and technical requirements.
• Facilitate daily discussions to document requirements and develop appropriate solutions.
• Participate in design reviews, providing technical and functional enhancements for the application.
• Engage in daily SCRUM meetings, implementing SCRUM practices to ensure project efficiency.
• Coordinate with the 3CLogic team to resolve integration issues when applicable.
• Manage the implementation of ServiceNow upgrades while maintaining existing functionalities.
• Oversee ServiceNow and 3CLogic license allocations and request handling.
• Implement eBonding and support requests for enhancements or changes to ServiceNow.
• Conduct foundation data management and testing of code fixes before production rollout.
• Serve as the point of contact for new client support desk rollouts, including instance and data structure creation.
• Create and prioritize a backlog of requirements for project management and implementation.
• Identify opportunities for efficiency improvements in reporting and data functionality.

Qualifications

• Education: Bachelor’s degree in Computer Science or a related discipline.
• Experience: 10+ years of experience in ServiceNow implementation projects, with a strong focus on CSM and IT Service Management (ITSM) applications.
• Certifications: ServiceNow certifications – Certified System Administrator (CSA), Certified Application Developer (CAD), or Certified Implementation Specialist - Customer Service Management (CIS-CSM).
• Strong analytical skills and excellent communication abilities are essential.
• Experience with 3CLogic telephony system integration with ServiceNow is preferred.

Preferred Skills

• Community Badges or rank levels in ServiceNow certifications.
• Micro certifications on Virtual Agent, Performance Analytics, and Integration Hub are a plus.

Experience

• Minimum of 10 years in ServiceNow implementation projects, particularly in Customer Service Management.

Environment

• This is a remote position with shift timings from 2:00 PM to 11:00 PM IST.

Salary

• The estimated budget for this position is 2.1 Lakh Per Month.

Growth Opportunities

Information regarding potential career advancement opportunities within the company is not specified.

Benefits

Details on offered benefits such as insurance, paid leave, or work policies are not specified.