ServiceNow Architect (CSM)

We are seeking a highly skilled and experienced ServiceNow Architect to join our dynamic IT team. The ideal candidate will have extensive hands-on expertise in ServiceNow's IT Service Management (ITSM) and Customer Service Management (CSM) modules, with experience in Professional Services Delivery Suite (PSDS) considered a strong advantage. You will play a key role in designing, implementing, and optimising ServiceNow solutions that align with our business objectives and IT strategy.

Key Responsibilities

. Lead the architectural design, configuration, and deployment of ServiceNow solutions, primarily focusing on ITSM and CSM modules.

. Collaborate with business stakeholders, IT teams, and external partners to gather requirements and translate them into effective ServiceNow solutions.

. Develop and maintain architectural standards, best practices, and documentation for ServiceNow implementations.

. Provide technical leadership and guidance to development teams during project delivery.

. Ensure solutions are scalable, secure, and aligned with industry best practices and compliance requirements.

. Oversee integration of ServiceNow with other enterprise systems and third-party applications.

. Conduct system reviews, performance tuning, and optimisation of ServiceNow environments.

. Stay updated with the latest ServiceNow features, releases, and trends to drive innovation and continuous improvement.

. Optional: Architect and implement solutions using Professional Services Delivery Suite (PSDS) if required by business needs.

Required Skillsets

. ServiceNow ITSM: Deep understanding and hands-on experience with IT Service Management workflows, including Incident, Problem, Change, Request, and Knowledge Management.

. ServiceNow CSM: Proven expertise in Customer Service Management module, including case management, customer portals, and omni-channel support.

. Solution Architecture: Strong background in designing scalable, robust, and secure ServiceNow architectures.

. Process Analysis: Ability to analyse and optimise IT and customer service processes for automation and efficiency.

. Integration: Experience integrating ServiceNow with other business applications (e.g., ERP, CRM, monitoring tools) using APIs, web services, and integration hubs.

. Technical Leadership: Demonstrated ability to lead technical teams and mentor junior staff.

. Stakeholder Engagement: Excellent communication and interpersonal skills for effective collaboration with business and technical stakeholders.

Optional Skillsets

. Professional Services Delivery Suite (PSDS): Experience with PSDS module in ServiceNow, including project and resource management, time tracking, and service delivery automation.

Qualifications & Experience

. Bachelor's or Master's degree in Computer Science, Information Technology, or a related field.

. Minimum 5 years of experience with ServiceNow platforms, including hands-on implementation and architectural design.

. ServiceNow Certified System Administrator and Certified Implementation Specialist (ITSM/CSM) preferred.

. Experience in large-scale ServiceNow deployments and enterprise environments is an advantage.

Interested candidates, please send over your resume to [Confidential Information]