Servicenow Architect
- CGI
- 10 - 18 years
- Bengaluru
- 2 months ago
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Job Description
Role & responsibilities
- Primary Skills: Multiple (at least 5) modules of ServiceNow
- Must have Skills: Java Script, ITSM, Integrations, Implementation experience. Customer interaction
- Location/ Shift: Bangalore / EST
Preferred candidate profile
A skilled and experienced ServiceNow Developer/Architect to design, implement, and optimize solutions across multiple ServiceNow modules, including IT Service Management (ITSM), IT Operations Management (ITOM), Human Resources Service Delivery (HRSD), Governance, Risk, and Compliance (GRC), Configuration Management Database (CMDB), Software Asset Management (SAM), Hardware Asset Management (HAM), Generative AI (Gen AI), and system integrations. This role requires a deep understanding of ServiceNow capabilities, best practices, and customization to align with business requirements and drive digital transformation.
Key Responsibilities:
- ITSM (IT Service Management):
- Configure and enhance core ITSM modules, including Incident, Problem, Change, and Request Management.
- Develop custom workflows, automations, and integrations to improve IT service delivery.
- Collaborate with service owners to optimize user experience and process efficiency.
- ITOM (IT Operations Management):
- Implement and optimize ITOM capabilities, including Discovery, Service Mapping, Event Management, and Orchestration.
- Enhance monitoring, alerting, and automated responses to improve service uptime and operational resilience.
- Integrate ITOM with existing infrastructure to support automated workflows and event-driven responses.
- HRSD (Human Resources Service Delivery):
- Configure and manage HR case management, employee self-service portals, and knowledge management.
- Enable workflows to automate onboarding, offboarding, and other HR processes to streamline employee services.
- Collaborate with HR teams to ensure adherence to compliance, data privacy, and security standards.
- GRC (Governance, Risk, and Compliance):
- Design and implement GRC workflows to support policy and compliance management, risk assessment, and audit tracking.
- Automate risk reporting, assessments, and governance processes to enhance regulatory compliance and risk mitigation.
- Integrate GRC with other systems for real-time monitoring and reporting.
- CMDB (Configuration Management Database):
- Develop, optimize, and maintain a robust CMDB to ensure accurate asset and service data.
- Implement CI relationships, manage CMDB health, and utilize the CSDM (Common Service Data Model).
- Support alignment of CMDB with ITSM and ITOM processes to ensure effective data consistency and utilization.
- SAM (Software Asset Management) & HAM (Hardware Asset Management):
- Manage SAM/HAM processes, including license compliance, software/hardware tracking, and audit readiness.
- Automate asset lifecycle management, optimize licensing, and reduce asset-related risks.
- Integrate SAM/HAM with other modules to create an end-to-end asset management solution.
- Generative AI (Gen AI):
- Utilize Gen AI capabilities to enhance ServiceNow modules, including virtual agent responses and predictive analysis.
- Integrate AI-based automation to enhance self-service, incident categorization, and resolution.
- Identify and apply AI-driven insights to optimize workflows and reduce operational workloads.
- Integrations:
- Design and implement integrations with third-party systems and applications, including REST, SOAP, APIs, and custom integrations.
- Ensure secure, scalable, and reliable integrations that facilitate seamless data exchange across platforms.
- Troubleshoot integration issues and monitor performance to ensure minimal downtime.
Qualifications:
- Education: Bachelors degree in computer science, Information Systems, or related field.
- Experience: 12 - 15 years of experience in ServiceNow Solution design, implementation, development and administration, with a deep understanding of multiple modules.
- Certifications: Preferred certifications include ServiceNow Certified System Administrator, ServiceNow Certified Implementation Specialist (for ITSM, ITOM, HRSD, GRC), and experience with Integration Hub.
- Technical Skills: Proficiency in JavaScript, ServiceNow Scripting, Flow Designer, REST/SOAP, and API integrations. Worked on solution designs
- Soft Skills: Strong analytical, problem-solving, and communication skills; ability to work collaboratively with cross-functional teams and stakeholders. Worked with client senior management.
Additional Requirements:
- Proven experience in ServiceNow customizations, workflow automation, and performance optimization.
- Familiarity with Agile methodologies and DevOps practices.
- Strong understanding of ITIL practices and frameworks, particularly for ITSM and ITOM modules.
- Prior experience working with Generative AI tools and technologies within ServiceNow is a plus.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Engineering - Software & QARole Category: Software DevelopmentRole: Technical ArchitectEmployement Type: Full timeContact Details:
Company: CGILocation(s): Bengaluru+ View Contact
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