ServiceNow Architect

Key Responsibilities

• ServiceNow Architecture & Development
• Design, develop, and administer the ServiceNow platform.
• Configure, customize, and manage ServiceNow data structures.
• Implement business rules, workflows, UI policies, client-side scripts, server-side scripts, and automation solutions.
• Manage roles, groups, permissions, and access controls.
• Plan, execute, and support ServiceNow platform upgrades, patches, and migrations.
• ITSM Process Implementation
• Design and enhance Incident Management processes.
• Implement and optimize Problem Management processes.
• Architect and maintain Change Management workflows.
• Design, implement, and maintain Knowledge Management capabilities.
• Service Catalog & Request Management
• Design and maintain enterprise Service Catalog offerings.
• Develop request fulfillment workflows and automation strategies.
• Streamline service delivery through orchestration and workflow automation.
• CMDB & Asset Management
• Design, implement, and maintain the Configuration Management Database (CMDB).
• Establish CI relationships, data governance standards, and discovery integrations.
• Ensure CMDB data accuracy, reliability, and compliance with organizational standards.
• Integrations & Automation
• Integrate ServiceNow with enterprise applications using APIs, web services, middleware, and automation tools.
• Develop scalable integration solutions between ServiceNow and Jira.
• Implement workflow automation to improve operational efficiency.
• Reporting & Analytics
• Create and maintain dashboards, KPIs, and reports within ServiceNow.
• Deliver actionable insights regarding IT service performance and operational effectiveness.
• Enhance reporting capabilities to support executive and operational decision-making.
• Jira Administration & Development
• Configure and administer Jira projects, workflows, issue types, custom fields, permissions, dashboards, and notification schemes.
• Design and standardize Jira project templates for multiple teams.
• Support integrations between Jira and ServiceNow to enable cross-functional collaboration.
• Maintain Jira governance and best practices across the organization.
• Support & Documentation
• Troubleshoot workflow issues, incidents, and enhancement requests.
• Provide training and mentoring to administrators, stakeholders, and end users.
• Develop and maintain technical documentation, architecture diagrams, standards, and operating procedures.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, or related field.
• Minimum 5 years of experience supporting enterprise applications within large IT environments.
• Minimum 5 years of experience as a ServiceNow Architect, Administrator, or Developer.
• Minimum 5 years of hands-on experience implementing and supporting: Incident Management, Problem Management, Change Management, Service Catalog.
• Minimum 5 years of experience administering Jira projects, workflows, dashboards, issue types, permissions, and integrations.
• Minimum 2 years of experience configuring and customizing ServiceNow components including: Tables, Forms, Fields, Workflows, Business Rules.
• Minimum 2 years of experience managing users, groups, roles, and access controls.
• Experience integrating ServiceNow with enterprise applications and third-party platforms.
• Strong experience developing ServiceNow reports and dashboards.
• Strong understanding of: IT Service Management (ITSM), CMDB Design & Administration, ITIL Framework.

Preferred Qualifications

• 8+ years of ServiceNow architecture and platform leadership experience.
• 5+ years of ServiceNow custom application development experience.
• 5+ years of performance tuning and optimization experience for large-scale ServiceNow environments.
• Experience leading ServiceNow platform upgrades and migrations.
• Strong proficiency with: JavaScript, GlideScript, AngularJS, REST/SOA Integrations.
• Experience with ServiceNow Discovery and CMDB integrations.
• Experience integrating ServiceNow with Agile and DevOps tools.

Key Skills

• ServiceNow Architecture
• ITSM
• CMDB
• Incident Management
• Problem Management
• Change Management
• Service Catalog
• ServiceNow Development
• JavaScript / GlideScript
• REST APIs
• Workflow Automation
• Jira Administration
• Agile & DevOps
• Platform Integrations
• Reporting & Dashboards
• ITIL