Description

Key Responsibilities

Architecture & Solution Design

· Define and govern enterprise-wide ServiceNow architecture and platform strategy.

· Design scalable, secure, and high-performing ServiceNow solutions aligned with business requirements.

· Lead architecture workshops and discovery sessions with stakeholders.

· Create technical architecture documents, solution blueprints, and design standards.

· Drive platform standardization, optimization, and technical governance.

Platform Leadership

· Act as the technical authority for all ServiceNow implementations and enhancements.

· Review and approve technical designs developed by developers and consultants.

· Ensure adherence to ServiceNow leading practices, upgrade readiness, and platform sustainability.

· Establish reusable frameworks, coding standards, and governance processes.

Module Expertise

IT Service Management (ITSM)

· Incident, Problem, Change, Release, Request Management.

· Service Catalog, Knowledge Management, Asset Management.

· Service Level Management and Virtual Agent integrations.

Human Resources Service Delivery (HRSD)

· Employee Center and Employee Journey Management.

· HR Case Management and HR Service Automation.

· HR knowledge and lifecycle event implementations.

Configuration Management Database (CMDB) & CSDM

· Design and maintain enterprise CMDB architecture.

· Implement and govern Common Service Data Model (CSDM).

· Improve data quality, reconciliation, normalization, and service mapping strategies.

IT Operations Management (ITOM)

· Discovery, Service Mapping, Event Management.

· Cloud Discovery and Infrastructure Visibility.

· Operational Intelligence and Service Health.

AIOps

· Event correlation and alert intelligence.

· Predictive analytics and operational insights.

· Automation of incident detection and remediation.

Security Operations (SecOps)

· Vulnerability Response.

· Security Incident Response.

· Threat Intelligence integrations.

· Security posture improvement initiatives.

Integrated Risk Management (IRM)

· Policy and Compliance Management.

· Risk Management.

· Audit Management.

· Third-Party Risk Management.

Business Continuity Management (BCM)

· BCM implementation and governance.

· Business impact assessment and continuity planning.

· Disaster recovery process integration.

Strategic Portfolio Management (SPM)

· Demand Management.

· Project and Portfolio Management.

· Agile Development and Resource Management.

· Investment and strategic planning alignment.

Now Assist (GenAI)

· Architect and implement Now Assist capabilities.

· AI-powered virtual assistance and conversational experiences.

· AI-assisted case summarization and resolution intelligence.

· Governance and responsible AI implementation

Key Skills

Education

Bachelor's degree