Infosys Limited
Location
Bangalore | India
Job description
Job Title : ServiceNow ITOM Architect (JL6) (Supporting Agility in Digital Enterprise)
Location : Bangalore
Job Description :
We are looking at significantly growing our ServiceNow -AIOps practice. Join our team as a
ServiceNow ITOM AiOps Architect and help our clients to solve their most critical business challenges,
improve performance and gain a competitive edge! The ServiceNow ITOM Architect will be responsible for
designing and implementing ServiceNow ITOM solutions for our clients. The architect will work with clients
to understand their business requirements and design solutions that meet those requirements. The architect
will be responsible for all phases of the project lifecycle, including requirements gathering, design,
development, testing, and implementation.
Responsibilities :
➢ Effectively managing key stakeholders both internally and externally to the organization
➢ Analyze and translate business information and technical requirements into an architectural
blueprint to achieve complex business objectives.
➢ Engage with the customer's Enterprise Architects to position ServiceNow as the digital
transformation platform standard, integrated with the customer's core applications.
➢ Establish and manage a Technical governance.
➢ Ensure the instance health by working with the engagement team to reduce technical debt and
align to ServiceNow leading practices.
➢ Facilitating workshops or meetings to gather requirements, presenting, and validating solutions and
test the interpretation of the client's needs
➢ Demonstrating solid insights in designing ServiceNow solutions
➢ Demonstrating experience working with workflows in one or more key areas of the ServiceNow
platform ITOM.
➢ Understanding and having experience in driving process optimization, efficiencies and productivity
using automation
➢ Produce a detailed functional design document to match customer requirements
➢ Act as a Technical mentor to support team.
➢ Serves as an active contributor of leading practices, standards, and thought leadership related to
the ServiceNow platform.
➢ Contribute to the development of opportunities and provide input to grow our business
➢ Lead the design and implementation of ServiceNow ITOM solutions for our clients.
➢ Collaborate with clients to understand their business requirements and develop solutions that
meet those requirements.
➢ Develop and maintain project plans and timelines.
➢ Manage project resources and ensure project deliverables are completed on time and within
budget.
➢ Provide guidance to project teams and mentor junior staff members.
➢ Develop and maintain documentation for solutions and processes.
➢ Stay up to date with the latest ServiceNow ITOM features and functionality.
➢ Assist in pre-sales activities, including client presentations and demonstrations.
➢ The ITOM Technical Architect should be comfortable in Json scripting and coding ITOM
solutions, namely Event, Discovery, Service Mapping, AIOps and Orchestration.
➢ Collection of requirements for new solution implementations, Remediation of prior
implementations, Consulting and advising, Building and development of new solutions
➢ Testing of software, Documentation of processes and associated software.
➢ Ensure solution architecture analysis, design, and direction on the development activities, with
specific emphasis on leading efforts involving Process, Solution Design, and Integration while
ensuring technical leadership and assurance of best practices.
➢ Work with the developers to review and design new enhancements to the application.
➢ Review all ServiceNow design issues and provide guidance to developers and administrators on
fixing defects.
➢ Review and sign off ServiceNow upgrades, patching, and release management cycle.
➢ Provide strategic recommendations around technical best practices & industry trends.
➢ Analyze and estimate the time required to design, develop, and implement the technical solutions.
➢ Participate in requirement gathering meetings and provide developers' input based on the
requirements.
➢ Contribute to continuous improvement of processes, standards, agile working methodologies, and
tools while ensuring adherence to coding and quality standards.
➢ Design and architect ServiceNow CMDB and Discovery Jobs
➢ Collaborate with stakeholders and members of the team.
➢ Know end-to-end ServiceNow ITSM solution in ServiceNow.
➢ Guide junior members of the team when required.
➢ Develop system documentation, including process flows, design documents, etc.
➢ Define the architecture of ServiceNow implementations and oversee the deployment.
➢ Define a continuous improvement process for the ServiceNow Platform.
➢ Define defect and enhancement process and policy to meet the business requirements as per the
best practices.
➢ Propose Integration with other tools and vendors whenever possible and define integration best
practices.
➢ Develop Visio diagrams and high-level architecture documents,
➢ Keep check of instance performance and purpose improvement to improve end-user experience.
➢ Work directly with the business to understand specific business processes and business drivers,
and business strategies across a business unit; identity and communicate future needs and
opportunities for business services that can be enabled via ServiceNow and oversee the technical
development and delivery of business solutions.
Preferred Skills and Experience :
➢ Ability to create and present detailed technical designs, plans and training to customers
➢ Minimum 9+ years of Technical & functional knowledge and implementation experience of
IT Tools and ITIL Processes/Functions. Development, configuration, and integration
experience in building solution on ServiceNow platform
➢ More than 7+ years of Experience in designing and implementing complex, multi-tier, multitenant, end-to-end solutions in a high availability environment
➢ Experience in project delivery and working directly with customers and clients
➢ Expertise on import/export of configuration/asset data. Knowledge of Web Services (XML,
HTML, Web Services, REST etc.) Knowledge of Database relationships
➢ Ability to work in a project-oriented consulting environment and provide estimates of effort
and communicate status to management
➢ Experience with geographically distributed development teams.
Core traits :
• A collaborative nature with strong communication skills
• Outstanding time management and organization skills
• Adept in problem-solving and resolving conflict.
• ServiceNow Discovery, Service mapping.
• Configuration Database (CMDB) & CSDM implementation knowledge
• Cloud Platforms- AWS, Azure, GCP, VmWare, Oracle Cloud
• ServiceNow Certifications
➢ Certified Implementation Specialist Event Management
➢ Certified Implementation Specialist Service Mapping
➢ Certified Implementation Specialist Discovery.
➢ Certified Implementation Specialist Cloud Provisioning and Governance.
• SCRUM/Agile/TOGAF
• Scripting and development experience in Powershell, JSON, Terraform, Ansible.
• Experience with Web Technologies (XML, HTML, JavaScript, Web Services, etc.)
• Good knowledge of ServiceNow CMDB CSDM data model.
• Good knowledge on database technologies (Oracle/SQL Server/MySQL), infrastructure domain
and ETL tools.
• Good knowledge of middleware solutions such as WebLogic, WebSphere, TOMCAT, TIBCO etc.
• Lead requirements gathering workshops with internal business stakeholders to provide technical
guidance, and assist with capturing all necessary business, functional and technical requirements
necessary to design and implement the solution.
• Collaborate with internal business stakeholders to write/estimate stories.
• Oversee developers work, and own overall quality and delivery of development.
• Responsible for sprint demos internally, delivery of additional development artifacts and
documentation, and knowledge transfer activities as required.
• Work collaboratively with ServiceNow team and business stakeholders to monitor for scope creep
and resolve critical path technical issues and challenges.
• Provide mentorship to developers and platform engineers on technical design standards and best
practices.
• Proven success on projects with large-scale deployments; understanding of infra domain lifecycle management.
• Ability to develop high level design documents addressing the business, infrastructure, security,
support, and operational needs of a solution.
• Good knowledge of multi data center deployment solutions with disaster recovery procedures and
high availability at every layer (network, web servers, middleware, and database/storage).
Additional skills :
• Excellent communication skills both written and presentation.
• Good functional, analytical, and problem-solving capabilities
• Experience of handling customer interactions for detailing the requirements, Gap analysis,
clarifications and participating in acceptance testing.
• Excellent verbal and written communication skills, including polished presentation skills with the
ability to deliver technical issues to both technical and non-technical audiences in a clear and
understandable manner.
• Provide excellent customer service, leadership, communication, problem solving and decisionmaking skills.
• Deep knowledge of designing and implementing ServiceNow solutions.
• Deep knowledge of ServiceNow ITOM, AIOps
• Good understanding of ITIL processes.
• Experience in an enterprise environment with multiple integration points.
• Experience in architecting and deploying large-scale ServiceNow implementations.
• Strong analytical skills to identify problems and recommend solutions that meet business requirements.
• Good communication and interpersonal skills to effectively collaborate with users, stakeholders, and team members.
• Ability to work independently and take ownership of projects.
• Must be a team player to work with developers and platform administrators.
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