Key Responsibilities*

Architectural Design & Strategy

• Define and design high-level architecture for ServiceNow solutions across modules such as ITSM, ITOM, HRSD, CSM, FSM, SPM, and ITAM.
• Develop architectural blueprints, standards, and best practices.
• Align ServiceNow architecture with enterprise IT strategy and digital transformation goals.
• Be responsible for the design and architecture for new implementations, maintenance, and enhancement of existing ServiceNow applications.
• Consider security and audit compliance as per agreed standards and customer policy.

Technical Leadership

• Provide guidance and mentorship to developers and implementation teams.
• Ensure adherence to architectural standards and coding best practices.
• Lead technical design sessions and code reviews.
• Mentor and share technical knowledge/guidance with the team.
• Lead complex integrations using REST/SOAP APIs, OAuth, SAML, and middleware platforms.

Solution Implementation

• Oversee the development and deployment of ServiceNow applications and custom modules.
• Ensure solutions are scalable, reliable, and secure.
• Lead ServiceNow deployments, integrations with third-party tools, orchestration, operational activities, project management, and merging multiple instances.
• Experience in ServiceNow custom application design and development.
• Experience on ITSM migration/consolidations.

Stakeholder Engagement

• Collaborate with business and IT stakeholders to gather requirements and translate them into technical solutions.
• Present architectural decisions and roadmaps to executives, including CIOs and CTOs.
• Conduct workshops, demos, and technical presentations.
• Handle customer meetings and provide regular reports for customers and internal management.
• Manage conflicts with customers and internal stakeholders effectively.

Governance & Compliance

• Establish governance frameworks for ServiceNow development and deployment.
• Ensure compliance with regulatory standards and internal policies.
• Maintain detailed documentation including design specs, workflows, and technical guidelines.
• Maintain and review license data in ServiceNow and proactively report on compliance slippage.