Servicenow Architect

Location: Bengaluru

Design, develop, and implement Service Now solutions.
Customize and configure ITSM, PPM, HRCM modules like Incident Management, Change Management, Request Management, Problem Management, Major Incident Management, Reporting, PA, Dashboard, Workflow, Flow designer, Service Portal and Service Catalog/form development.
Custom Apps related Bug fixing & Customization GSM, BMS, Pension Query, HELP
Provide technical support and resolve incidents, RITMs.
Collaborate with cross-functional teams for issue resolution.
Ensure Service Now configurations comply with security standards.
Implement and maintain access controls and security policies.
Build and customize reports and dashboards.
Implement PA-performance analytics for service improvement.
Create and update technical documentations.
Maintain documentation for configurations and enhancements.
Stay informed about Service Now updates and best practices.
Propose and implement continuous improvement initiatives.
Platform Upgrade project experience.

Integration:

Build and maintain integrations between Service Now and external 3rd party systems. Ex:

Teams, Workday, Open system, etc.
Work on API configuration, Scripted API integrations and MID server configuration & End-to End Integration development using SOAP, REST,etc.

Scripting and Automation:

Develop and maintain the Modules - using JavaScript and Glide Script, HTML, CSS, AJAX, Script Include, etc.
Implement automation solutions for process optimization ex:
Emergency List update.
Create and enhance user interfaces, forms/Catalogs, and workflows/Flow designer.
Design and implement Service Portal pages for self-service.

Technical

Skills:

Proficiency in Java Script, HTML, CSS, AJAX, Glide script.
Implementation experience on VIRTUAL CHAT/AGENT CHAT,CMDB, ITSM, CSM, ITAM, ITOM, ITBM with strong Scripting
Extensive experience in Service Now platform development and customization.
Must have wide implementation experience of Service Now APIs, web services, and new integration techniques.

Required Technical Skill Set:  ITSM, Service Catalog, Knowledge, Incident, Change Problem

Certifications:

Service Now Certified Application Developer (CAD) certification (preferred)+ CIS- ITSM, CSM, HRCM, PPM, CMDB, HAM, SAM, ITIL,
Other relevant Service Now certifications are advantageous.

Analytical and Problem-Solving:
Strong analytical and troubleshooting skills.
Attention to detail and commitment to delivering high-quality solutions within SLA.

ITSM
Must have hands on standard ITSM process implementation
Service Now in depth Process knowledge (ITSM Process, integrations etc.)
Experience in Service Now Integrations with 3rd party tools using (web services, SOAP, email, MID, etc.)
Good understanding on Proactive customer service operations, Predictive Intelligence, PA, VA & Continual Improvement Management

HRSD

Experience with the Service Now HR Service Delivery (HRSD) application
Knowledge of HR functions, processes, and best practices
Knowledge of Case Management, Knowledge Management best practices and design
Experience designing and/or implementing an HR Shared Services center
Should be Service Now HRSD Implementation specialist with sound knowledge integration with external systems using REST and Web services.
Or
PPM:

Experience with the Service Now PPM application
Knowledge of Projects, Portfolios, Demands, processes, and best practices
Knowledge of Project Management, best practices and design
Experience designing and/or implementing an PPM customizations
Should be Service Now PPM Implementation specialist with sound knowledge integration with external systems using REST and Web services