Description

Key Responsibilities

• Audit existing ServiceNow tickets, workflows, and processes.
• Identify redundant, duplicate, or outdated workflows and recommend consolidation or elimination.
• Design scalable, standardized ServiceNow workflows and governance.
• Leverage ServiceNow AI (Now Assist, Predictive Intelligence, Virtual Agent) and automation to improve efficiency.
• Develop a zero-touch service management strategy to reduce manual intervention.
• Collaborate with business and IT stakeholders to deliver platform improvements.

Required Skills

• 15+ years of ServiceNow experience with recent experience as a ServiceNow Architect.
• Strong expertise in ServiceNow ITSM, Flow Designer, Service Catalog, CMDB, and workflow design.
• Proven experience conducting workflow/process audits and platform rationalization.
• Experience with ServiceNow AI, automation, and ITIL best practices.
• Excellent stakeholder management and communication skills.

Preferred

• ServiceNow Certified Technical Architect (CTA) or other ServiceNow certifications.
• Experience with enterprise ServiceNow transformations and AI-driven automation

Key Skills

Education

Bachelor's degree