Job Title: ServiceNow Architect
Department: IT / Enterprise Applications
Reports To: IT Director / Head of Digital Transformation
Location: Hyderabad, India
Role Summary
The ServiceNow Architect is responsible for designing, developing, and leading scalable and secure ServiceNow solutions that align with business goals. The role involves application development, system integration, automation, and mentoring development teams while ensuring the platform's performance, reliability, and compliance.
Key Responsibilities
- Architecture & Design
- Design scalable and high-performance ServiceNow solutions tailored to business needs and growth.
- Application Development
- Develop and customize applications, workflows, modules, and user interfaces on the ServiceNow platform.
- Process Automation
- Analyze existing business processes and implement automation to improve efficiency and reduce manual effort.
- Systems Integration
- Manage integrations with both cloud-based and on-premise legacy systems using SOAP/REST APIs.
- Quality Assurance
- Ensure high-quality solution delivery through rigorous testing, performance tuning, and documentation.
- Leadership & Collaboration
- Lead development teams, mentor junior developers, and collaborate with key stakeholders across business units.
Required Qualifications & Skills
- Education:
- Bachelor’s or Master’s degree in Computer Science, Software Engineering, or a related field.
- Experience:
- 5+ years of hands-on experience in ServiceNow development and architecture.
- Certifications:
- ServiceNow Certified Application Developer (CAD)
- ServiceNow Certified Implementation Specialist (CIS) – preferred
- Technical Proficiency:
- Strong command of JavaScript, HTML, and CSS
- Experience with web services: SOAP and REST
- Familiarity with Agile/Scrum development methodologies
- Proven ability to develop robust, reusable solutions within the ServiceNow ecosystem
Soft Skills
- Strong problem-solving and analytical capabilities
- Effective leadership and team mentoring skills
- Excellent communication and interpersonal abilities
- Adaptability in fast-paced, evolving environments
- Stakeholder engagement and business acumen
Preferred Qualifications
- Experience with ITSM, ITOM, HRSD, or other ServiceNow modules
- Exposure to ServiceNow Governance, Risk, and Compliance (GRC) or Security Operations
- Experience with integration tools (e.g., MuleSoft, Dell Boomi)
Key Relationships
- Internal: IT Operations, Business Process Owners, Development Teams, Security and Compliance Teams
- External: ServiceNow Partners, Third-party vendors, Consultants
Role Dimensions
- Strategic ownership of ServiceNow architecture
- Lead complex development initiatives and cross-functional platform implementations
- Responsible for technical leadership, code quality, and architectural governance
Success Measures (KPIs)
- Timely delivery of ServiceNow projects and enhancements
- User adoption and satisfaction metrics post-implementation
- Reduction in manual processes through automation
- System uptime, performance, and reliability
- Number of successful integrations and streamlined workflows
Competency Framework Alignment
- Technical Expertise: Deep understanding of ServiceNow architecture, scripting, and integrations
- Strategic Thinking: Ability to align platform capabilities with business strategy
- Execution & Delivery: Ownership of end-to-end implementation and release management
- Leadership: Mentoring team members, driving best practices, and stakeholder alignment
- Continuous Improvement: Identifying opportunities for optimization and platform expansion
