ServiceNow Lead/Architect

Key Responsibilities

• Technical Leadership: Provide technical leadership and guidance across multiple engagements, ensuring successful ServiceNow implementations.
• Solution Design: Translate business requirements into technical solutions and create architectural blueprints aligned with best practices.
• Platform Strategy: Develop and maintain ServiceNow instance strategy, technical governance, platform standards, and core data management.
• Product Management: Define and maintain ServiceNow product vision, value proposition, roadmap, backlog management, and release strategy.
• Service Delivery & Operations Management: Oversee Managed Service Partners and day-to-day ServiceNow operations, including project delegation to external partners.
• AI & Automation Enablement: Identify opportunities for AI and automation within ServiceNow and oversee adoption and governance of ServiceNow AI capabilities.
• Operational Excellence: Improve BAU performance, SLAs, platform reliability, monitoring, issue prevention, and service improvement.
• Integration Management: Oversee ServiceNow integrations with other tools and systems, ensuring seamless data flow and interoperability.
• Customer & Vendor Engagement: Work with internal stakeholders, business teams, vendors, and partners to deliver scalable digital transformation solutions.
• Mentorship & Training: Mentor and train ServiceNow developers/technical team members.
• Governance & Compliance: Establish and enforce technical governance, security controls, standards, CMDB governance, and data integrity.

Required Skills & Knowledge

• Strong understanding of ServiceNow platform architecture, applications, and modules, including:ITSMITOMITAMSPM
• Proven experience with ServiceNow integrations and integration with other enterprise tools/systems.
• Experience leading technical teams and managing multiple projects simultaneously.
• Strong ServiceNow Product Ownership skills, including:RoadmappingBacklog ManagementRelease Planning
• Strong understanding of ServiceNow AI and Automation capabilities.
• Experience with platform governance, security controls, CMDB governance, data integrity, and operational excellence.
• Excellent stakeholder management and communication skills, including vendor management.
• Ability to translate business requirements into scalable technical solutions.
• Strong analytical, organizational, and problem-solving skills.
• Flexible to provide support outside normal working hours when required.
• Passion for Operational Excellence and Service Improvement.

Required Work Experience

• Minimum 7 years of experience in ServiceNow implementation within complex enterprise environments.

Required Qualifications & Certifications

• Bachelor's degree in Computer Science, Information Systems, or a related field.
• ServiceNow Certified System Administrator (CSA) – Mandatory
• Preferably:CIS-ITSMCIS-DiscoveryCIS-Service Mapping
• ITIL Foundation – Mandatory
• Cloud Practitioner certification – Desirable
• Agile / Scrum certification – Desirable