Job Title: Servicenow Architect
Introduction:
The Servicenow Architect will be responsible for leading end-to-end solution design and implementation of scalable, secure, and high-performing Servicenow Customer Service Management (CSM) architectures aligned with business objectives. They will work closely with business stakeholders, CX leaders, and IT teams to gather requirements and define target-state processes.
Responsibilities:
- Define and deliver scalable, secure, and high-performing Servicenow CSM architectures aligned with business objectives
- Lead end-to-end solution design including Case Management, Knowledge Management, Omni-channel engagement, and Customer Portals
- Design and implement core Servicenow CSM functionalities such as case lifecycle management, SLAs and escalation workflows, entitlements and contracts, knowledge base and self-service portals, and customer interaction channels
- Architect integrations with enterprise systems (CRM, ERP, SAP, Salesforce, legacy applications)
- Establish Servicenow development standards, governance frameworks, and coding best practices
- Guide development teams and provide technical leadership throughout project lifecycle
- Monitor solution performance and drive continuous improvement
- Identify automation and AI/GenAI use cases to enhance customer service operations
Requirements:
Required Skills: Continuous Improvement, Generative Artificial Intelligence (AI), IT Management, Innovation, Customer Relationship Management (CRM), Design Review, Knowledge Base, Customer Engagement, Customer Experience, Customer Service, Agile, Artificial Intelligence, Auditing, Collaboration, Management, Master Data Management, Middleware, Migration, Knowledge Management, Leadership, Lifecycle Management, Optimization, Solution Architecture, Stakeholder Engagement, Use Cases, Workflow
Preferred Skills: Project Lifecycle Management, Regulatory Compliance, SAP ERP, API, Performance Tuning, Project Implementation, Release Management, Salesforce.com, Servicenow, Software Design, Sprint
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