Solution Architect (Infrastructure Architect)

 Job Description

Solution Design and Architecture:

· Lead the design and architecture of ServiceNow solutions encompassing IT Service Management (ITSM), IT Operations Management (ITOM), and IT Asset Management (ITAM).

· Define technical requirements, solution architecture, and system integrations to deliver scalable and sustainable ServiceNow implementations.

· Provide expertise in ServiceNow modules such as Incident Management, Change Management, Problem Management, Service Catalog, Service Mapping, and ServiceNow Discovery.

Requirements Gathering and Analysis:

· Work closely with stakeholders to gather and analyze business requirements.

· Translate business needs into technical requirements and design solutions aligned with organizational objectives.

· Conduct workshops, interviews, and assessments to identify opportunities for process improvement.

Platform Customization and Development:

· Customize and configure ServiceNow platform components to meet specific business needs, including UI configurations, workflows, forms, and automation scripts.

· Develop custom applications, business rules, script includes, and integrations using ServiceNow development tools (e.g., Scripting, UI Policy, Business Rules, REST APIs).

· Implement and maintain integrations with third-party systems and applications, ensuring data integrity and seamless flow of information.

· Integrate ServiceNow with enterprise systems and applications, including ERP, CRM, HRIS, and other business-critical platforms, using integration technologies such as REST, SOAP, and MID Server.

· Design and implement ServiceNow workflows to automate business processes and streamline cross-functional workflows across departments.

Migration and Upgrade:

· Plan and execute ServiceNow platform migrations and upgrades, ensuring minimal disruption to business operations and maximum utilization of new features and enhancements.

· Develop migration strategies, data mapping, and data transformation plans to facilitate smooth transition from legacy systems to ServiceNow.

MID Server Deployment and Management:

· Architect and deploy MID Servers to facilitate secure communication between ServiceNow instances and on-premises systems.

· Configure and manage MID Server clusters to ensure high availability, scalability, and performance.

Configuration and Administration:

· Configure and administer ServiceNow instances, including instance settings, user roles and permissions, and system properties.

· Manage CMDB configuration, CI classes, and relationships to ensure accurate and up-to-date configuration data.

· Perform routine maintenance tasks, such as patching, upgrades, and performance tuning, to optimize ServiceNow platform performance and stability.

IT Asset Management (ITAM):

· Design and implement ITAM processes for effective lifecycle management of IT assets.

· Define asset management policies, standards, and procedures to ensure compliance and cost optimization.

· Implement asset tracking and inventory management capabilities within ServiceNow, integrating with procurement and financial systems as needed.

IT Service Management (ITSM) and IT Operations Management (ITOM):

· Architect and implement ITSM processes and workflows in ServiceNow, aligning with ITIL best practices.

· Design and implement ITOM solutions, including Service Mapping, Event Management, and Orchestration, to enhance visibility and control over IT infrastructure.

Integration and Business Flows:

· Analyze business requirements and design end-to-end business flows and processes in ServiceNow, ensuring alignment with organizational goals and objectives.

· Integrate ServiceNow with enterprise systems and applications, including ERP, CRM, HRIS, and other business-critical platforms, using integration technologies such as REST, SOAP, and MID Server.

Documentation and Knowledge Sharing:

· Create technical documentation, including design documents, configuration guides, and developer manuals, to facilitate knowledge transfer and ensure system maintainability.

· Conduct training sessions and workshops for end users, administrators, and developers on ServiceNow functionalities, best practices, and new features.

Continuous Improvement:

· Stay updated with ServiceNow platform releases, features, and industry trends, and assess their impact on existing solutions and processes.

· Identify opportunities for innovation and optimization of ServiceNow solutions to drive continuous improvement in IT operations and service delivery.

Qualifications:

· Bachelor’s degree in information technology, or related field

· ServiceNow Certified System Administrator (CSA) and Certified Implementation Specialist (CIS) and Certified Technical Architect required.

· Minimum of 15+ years of experience architecting, designing, and implementing ServiceNow solutions in enterprise environments.

· In-depth knowledge of ServiceNow platform architecture, modules, and capabilities.

· Proficiency in ServiceNow development tools, including JavaScript, Glide API, and ServiceNow Studio.

· Strong understanding of IT Service Management (ITSM), IT Operations Management (ITOM) and IT Asset Management (ITAM) processes and frameworks (ITIL).

· Excellent communication, presentation, and interpersonal skills.

· Proven ability to lead cross-functional teams and manage multiple projects simultaneously.

· Experience with Agile/Scrum methodologies and project management