ServiceNow Architect

This is a fully remote position, open to applicants in India.

📋 Description

• Define and oversee the comprehensive architecture and roadmap for the ServiceNow platform.

• Facilitate solution design workshops and convert business needs into scalable ServiceNow solutions.

• Design and implement ITSM and CSM solutions in accordance with ServiceNow best practices.

• Create multi-tenant ServiceNow environments utilizing Domain Separation.

• Establish the CMDB strategy, Discovery architecture, and approach for service mapping.

• Evaluate and sanction technical designs, customizations, integrations, and data migration strategies.

• Develop governance, security, performance, and upgrade strategies for the platform.

• Mentor developers, administrators, and business analysts.

• Collaborate with enterprise architects, infrastructure teams, and business stakeholders.

⛳️ Requirements

• 14+ years of overall IT experience, including 6+ years in ServiceNow architecture, design, and implementation.

• Strong practical experience in implementing and architecting Incident Management, Problem Management, Change Management, Request Management, Knowledge Management, Service Catalog, SLA Management, Major Incident Management, CMDB, and Asset Management.

• Demonstrated experience in designing and implementing Customer Service Management (CSM), Case Management, Case Lifecycle Management, Customer Portal/Employee Center, Entitlements & Contracts, Omnichannel Support, Agent Workspace, and Knowledge Integration.

• Solid understanding of Case-to-Incident workflows, Incident-to-Problem relationships, Escalation Models, Queue Management, Assignment Rules, SLA/OLA design, and Service Operations processes.

• Practical experience with Domain-Separated Architecture, MSP and Multi-Business Unit implementations, Domain Hierarchy Design, Data Segregation Strategies, Cross-Domain Reporting & Access Controls, and Domain-Aware Integrations.

• Expertise in ServiceNow Discovery, MID Server deployment & management, CMDB Health, Identification & Reconciliation Engine (IRE), Service Mapping, CI Class Models, Discovery Patterns, Cloud Discovery, and Dependency Mapping.

• Experience with Import Sets, Transform Maps, Data Sources, Coalesce & Data Reconciliation, Bulk Data Migration, REST APIs, SOAP APIs, IntegrationHub, Web Services, and ETL Design.

• Strong proficiency in Flow Designer, Workflow Editor, Business Rules, Script Includes, Client Scripts, UI Policies, ACLs, Service Portal, Agent Workspace, UI Builder, Scoped Applications, Update Sets, Application Repository, Performance Analytics, Reporting, and Dashboards.

• Preferred Certifications: ServiceNow Certified System Administrator (CSA), ServiceNow Certified Application Developer (CAD), ServiceNow Certified Implementation Specialist – ITSM, ServiceNow Certified Implementation Specialist – CSM, ServiceNow Certified Technical Architect (CTA) – Highly Preferred.

• Desired Experience: Proven track record of delivering multiple end-to-end ServiceNow implementation programs. Strong background in large enterprise environments. Experience with multi-instance and multi-domain ServiceNow deployments.

• Exceptional stakeholder management, consulting, and communication skills. Proven experience leading global delivery teams and architecture governance boards.

🏝️ Benefits

• Dedicated Learning & Development Budget – Fuel your growth with resources dedicated to skill enhancement.

• Cutting-Edge Projects – Work on exciting projects using the latest technologies.

• Employee-Friendly Leave Policy – Enjoy ample leave options to maintain a healthy work-life balance.

• Remote-First Culture: At think bridge, we all work from wherever we choose but come together during set hours to collaborate.

• Leave & Time-off – All leaves taken are paid leaves. And all the leave and time off are likely pre-approved leaves intended for planned vacations, personal commitments, or any other needs requiring prior approval.

• Comprehensive Medical & Term Insurance: Full coverage for you and your family peace of mind.

• Work-From-Workweek (WWW): Twice or thrice a year, we come together for one-week sprints to collaborate in person, foster stronger team bonds, and align on goals. All travel expenses are covered in the form of an allowance called a work week allowance.

• We organize city-wise, company-sponsored local meetups—fun-filled day outings with your colleagues!