Job Description

Job Role : ServiceNow Architect

Required Technical Skill Set: CSM ,Now Platform, Service Portal, Integration Hub, ITSM

Desired Experience Range: 8-14 Years

Job Location : Hyderabad/ Mumbai/ Pune/ Chennai

Desired Competencies (Technical/Behavioral Competency)

Must-Have

Technical Comptency

Experience as a Senior Technical Lead / Architect.
Demonstrated experience in guiding and supporting CSM engagements during design and implementation stages.
Deep subject matter expertise related to ServiceNow CSM concepts such as CSM data model, Service organizations, Case types, Customer Portals, Virtual Agent, Install Base management, Playbooks, Proactive Customer Service Operations, CSM AI capabilities etc. and adjacent platform capabilities like CSDM, Asset and Configuration Management, Field Service Management, ITSM and ITOM
Conducting demos and working sessions with the client
Provide technical guidance to Business Analyst
Gathering requirements from the client
Advising the client on good practices and recommended solutions
Design solutions to maximum value while minimizing technical debt
Refining Agile stories and tasks
Reviewing work of technical consultants
Mentoring and assisting technical consultants
CSA and CAD certifications

Behavioral competency

Handles customer meetings and provide weekly/monthly reports for customer as well as TCS management.
Strong abilities to manage conflicts that may arise with customers and/or TCS internal stakeholders
Excellent communication in orchestrating customer requirements/needs, solutions, customer responsibilities, risks, challenges and impacts

Good-to-Have

CTA certification
Evaluate the tool stability and performance and provide recommendations
Participate and provide feedback during planning meetings (i.e., pre-iteration, and retrospectives).
Review, and do proactive analyze and resolve application issues as needed.
Define and document best practices and strategies regarding application deployment and infrastructure maintenance
Knowledge on new ServiceNow modules ( HRSD, SecOps, GRC, ITBM, Etc..)

Responsibility of / Expectations from the Role

Understand the customer environment for the Business processes and IT processes
Work with the customers (Business and IT stakeholders) to understand their requirements and needs (Stated and Unstated/Hygiene)
Brainstorm with the customer and bring out the requirements beneficial to them considering the following:
the current needs and roadmap of the customer Business and IT and
the current capabilities and roadmap (to the published level) of the ServiceNow platform
Be responsible for the design and architecture for the new implementation and development of ServiceNow applications - as suitable to the business and IT based on the baseline requirements
Be responsible for the design and architecture for Maintenance and enhancement of existing ServiceNow applications
Consider the Security and Audit compliance as aligned with the agreed standards/customer policy
Provide guidance and thought-leadership in ServiceNow platform to customers (Business and IT) and also internal TCS stakeholders for the technical solutions to be aligned with the architecture
Share Best Practices and guidance to the customers and TCS internal teams as a mentor and
Provide guidance to the implementation methodology and testing methodology

ServiceNow Technical Architect - CSM