Role - ServiceNow Architect and Implementation
Experience: 5-8 Years
NP- Immediate to 30 days
Location - PAN India
We are looking for a ServiceNow Architect with strong expertise in ITSM Pro and enterprise integrations. The role involves designing scalable ServiceNow solutions, governing integrations, and ensuring alignment with ITIL best practices.
Responsibilities:
· Architect and implement ITSM Pro modules (Incident, Problem, Change, Request, Major Incident, Predictive Intelligence, Performance Analytics, Virtual Agent).
· Design and govern integrations using IntegrationHub, Flow Designer, MID Server, REST/SOAP APIs, webhooks, and event-driven patterns.
· Ensure CMDB integrity, reconciliation, and discovery integrations.
· Define best practices, security standards, and performance guidelines.
· Partner with stakeholders and provide technical leadership to delivery teams.
Requirements:
· 10+ years IT experience, with 5+ years on ServiceNow.
· Proven architect-level experience with ITSM Pro and integrations.
· Hands-on expertise in IntegrationHub, API development, OAuth/SSO, and CMDB.
· Strong knowledge of ITIL processes and scalable solution design.
· Excellent communication and stakeholder management skills.
Preferred:
· ServiceNow Architect/Implementation Specialist certifications.
· Experience with multi-cloud and SaaS integrations (Workday, SAP, Jira, Salesforce, etc.).
͏
Do
- Provide adequate support in architecture planning, migration & installation for new projects in own tower (platform/dbase/ middleware/ backup)
- Lead the structural/ architectural design of a platform/ middleware/ database/ back up etc. according to various system requirements to ensure a highly scalable and extensible solution
- Conduct technology capacity planning by reviewing the current and future requirements
- Utilize and leverage the new features of all underlying technologies to ensure smooth functioning of the installed databases and applications/ platforms, as applicable
- Strategize & implement disaster recovery plans and create and implement backup and recovery plans
- Manage the day-to-day operations of the tower
- Manage day-to-day operations by troubleshooting any issues, conducting root cause analysis (RCA) and developing fixes to avoid similar issues.
- Plan for and manage upgradations, migration, maintenance, backup, installation and configuration functions for own tower
- Review the technical performance of own tower and deploy ways to improve efficiency, fine tune performance and reduce performance challenges
- Develop shift roster for the team to ensure no disruption in the tower
- Create and update SOPs, Data Responsibility Matrices, operations manuals, daily test plans, data architecture guidance etc.
- Provide weekly status reports to the client leadership team, internal stakeholders on database activities w.r.t. progress, updates, status, and next steps
- Leverage technology to develop Service Improvement Plan (SIP) through automation and other initiatives for higher efficiency and effectiveness
͏
Team Management
- Resourcing
- Forecast talent requirements as per the current and future business needs
- Hire adequate and right resources for the team
- Train direct reportees to make right recruitment and selection decisions
- Talent Management
- Ensure 100% compliance to Wipro’s standards of adequate onboarding and training for team members to enhance capability & effectiveness
- Build an internal talent pool of HiPos and ensure their career progression within the organization
- Promote diversity in leadership positions
- Performance Management
- Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports.
- Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below
- Employee Satisfaction and Engagement
- Lead and drive engagement initiatives for the team
- Track team satisfaction scores and identify initiatives to build engagement within the team
- Proactively challenge the team with larger and enriching projects/ initiatives for the organization or team
- Exercise employee recognition and appreciation
͏
Mandatory Skills: ServiceNow - IT Service Management .
.