ServiceNow Architect

𝐉𝐨𝐛 𝐓𝐢𝐭𝐥𝐞: 𝐒𝐞𝐫𝐯𝐢𝐜𝐞𝐍𝐨𝐰 𝐀𝐫𝐜𝐡𝐢𝐭𝐞𝐜𝐭 𝐋𝐨𝐜𝐚𝐭𝐢𝐨𝐧: 𝐏𝐡𝐢𝐥𝐚𝐝𝐞𝐥𝐩𝐡𝐢𝐚, 𝐏𝐀 - 𝐎𝐩𝐞𝐧 𝐭𝐨 𝐫𝐞𝐦𝐨𝐭𝐞 (𝐦𝐮𝐬𝐭 𝐛𝐞 𝐰𝐢𝐥𝐥𝐢𝐧𝐠 𝐭𝐨 𝐭𝐫𝐚𝐯𝐞𝐥 𝐭𝐨 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐬𝐢𝐭𝐞) 𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 : 𝟏𝟎+ 𝐲𝐞𝐚𝐫𝐬 𝐑𝐨𝐥𝐞 𝐃𝐞𝐬𝐜𝐫𝐢𝐩𝐭𝐢𝐨𝐧𝐬: - Customer Service Management - Solution Design and Implementation - Several ServiceNow CSM/CRM project Implementation - Managed the team for customer deliverables - Involved on the project discussion - ServiceNow certifications on CSM/CRM 𝐉𝐨𝐛 𝐃𝐞𝐬𝐜𝐫𝐢𝐩𝐭𝐢𝐨𝐧: 1. Solution Architecture & Design · 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 · Develop architecture blueprints, data models, integration frameworks, and deployment 𝟐. 𝐂𝐒𝐌 𝐌𝐨𝐝𝐮𝐥𝐞 𝐄𝐱𝐩𝐞𝐫𝐭𝐢𝐬𝐞 · Design and implement core ServiceNow CSM functionalities · Case lifecycle management · SLAs and escalation workflows · Entitlements and contracts · Knowledge base and self-service portals · Customer interaction channels (chat, email, virtual agent) · Drive adoption of advanced CSM capabilities such as Predictive Intelligence and AI- 𝟑. 𝐈𝐧𝐭𝐞𝐠𝐫𝐚𝐭𝐢𝐨𝐧 & 𝐃𝐚𝐭𝐚 𝐒𝐭𝐫𝐚𝐭𝐞𝐠𝐲 · Architect integrations with enterprise systems (CRM, ERP, SAP, Salesforce, legacy applications) · Define API strategies, middleware usage, and event-driven integrations · Ensure data consistency, governance, migration strategy, and master data alignment 𝟒. 𝐒𝐭𝐚𝐤𝐞𝐡𝐨𝐥𝐝𝐞𝐫 𝐄𝐧𝐠𝐚𝐠𝐞𝐦𝐞𝐧𝐭 · Collaborate with business stakeholders, CX leaders, and IT teams to gather requirements and define target-state processes · Provide strategic advisory on customer experience transformation and service optimization · Align architecture with enterprise IT and digital strategies 𝟓. 𝐆𝐨𝐯𝐞𝐫𝐧𝐚𝐧𝐜𝐞 & 𝐁𝐞𝐬𝐭 𝐏𝐫𝐚𝐜𝐭𝐢𝐜𝐞𝐬 · Establish ServiceNow development standards, governance frameworks, and coding best practices · Ensure adherence to ServiceNow out-of-the-box (OOB) principles and minimize customizations · Lead design reviews, solution validations, and audit compliance 𝟔. 𝐃𝐞𝐥𝐢𝐯𝐞𝐫𝐲 𝐋𝐞𝐚𝐝𝐞𝐫𝐬𝐡𝐢𝐩 · Guide development teams and provide technical leadership throughout project lifecycle · Support agile delivery, sprint planning, backlog prioritization, and release management · Mitigate risks and resolve complex technical challenges 𝟕. 𝐏𝐞𝐫𝐟𝐨𝐫𝐦𝐚𝐧𝐜𝐞 𝐎𝐩𝐭𝐢𝐦𝐢𝐳𝐚𝐭𝐢𝐨𝐧 & 𝐈𝐧𝐧𝐨𝐯𝐚𝐭𝐢𝐨𝐧 · Monitor solution performance and drive continuous improvement · Identify automation and AI/GenAI use cases to enhance customer service operations · Evaluate new ServiceNow features/releases and drive adoption 𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞: - 10+ years of IT experience, with 5+ years in ServiceNow CSM architecture - Proven track record of delivering large-scale ServiceNow transformations - Experience in customer service operations or CX transformation programs