Job Summary:
We are seeking an experienced and highly skilled ServiceNow Architect to lead a major ServiceNow implementation project in Singapore. This role involves orchestrating the end-to-end implementation and integration of ServiceNow across multiple clusters and institutions. The ideal candidate will have extensive experience with ITSM Pro, ITOM Pro, SPM, ITAM, IRM, CMDB, and CSDM, and will be responsible for integrating various on premises and SaaS tools like Amazon Connect, MS SCCM/Intune, Aternity EUEM/DEM, DeskAlerts and Automation Anywhere RPA into a cohesive.
Key Responsibilities:
Architectural Design and Strategy:
- Lead the architecture, design, and implementation of ServiceNow solutions.
- Develop and maintain architectural blueprints, roadmaps, and documentation for ServiceNow implementations.
- Provide technical leadership and guidance to ensure alignment with business goals and IT strategies.
- Convert business processes into technical Work Breakdown Structure (WBS) for implementation teams to develop the overall design architecture.
Solution Development and Implementation:
- Oversee the development and deployment of ServiceNow solutions, ensuring adherence to best practices and standards.
- Collaborate with stakeholders to gather requirements, define solution scope, and design comprehensive ServiceNow solutions.
- Manage the end-to-end implementation of ServiceNow projects, including configuration, customization, integration, and testing.
- Implement and manage ServiceNow Sprints for agile project delivery.
- Design and implement GenAI Now Assist solutions and Performance Analytics Dashboards.
Integration and Automation:
- Design and implement integrations between ServiceNow and other enterprise systems using REST, SOAP, and other relevant technologies.
- Leverage ServiceNow's automation capabilities to streamline IT processes and improve service delivery.
- Ensure seamless data flow and process automation across different IT systems and applications.
- Utilize Automation Engine/Integration Hub and RPA Hub for integration with COTS and other business applications for workflow orchestration.
Governance and Compliance:
- Establish and enforce governance standards, policies, and procedures for ServiceNow platform usage.
- Ensure compliance with industry standards, security policies, and regulatory requirements.
- Monitor platform performance, conduct audits, and implement improvements to optimize ServiceNow operations.
User Experience and Strategy:
- Develop various personas and create a strategy for user experience, especially for the Employee Self-Service Portal.
- Design workflows to reduce password reset calls to the ServiceDesk and improve overall user satisfaction.
Team Leadership and Mentorship:
- Provide leadership and mentorship to junior architects, developers, and administrators.
- Conduct training sessions and workshops to enhance the team's knowledge and skills in ServiceNow technologies.
- Foster a collaborative and innovative work environment, encouraging continuous learning and professional growth.
Qualifications:
Education:
- Bachelor’s degree in Computer Science, Information Technology, or a related field (Master’s degree preferred).
Experience:
- 12-15 years of experience in IT service management, enterprise architecture, and ServiceNow platform.
- Proven track record of successfully designing and implementing complex ServiceNow solutions in large-scale enterprises.
- Experience with ServiceNow Common Service Data Model (CSDM) and ServiceNow Sprints for agile project delivery.
- At least 5 successful implementations of ServiceNow.
Technical Skills:
- In-depth knowledge of ServiceNow platform architecture, modules, and capabilities.
- Strong expertise in ServiceNow ITSM Pro, ITOM Pro, SPM, ITAM, IRM, and CMDB.
- Proficiency in scripting languages (JavaScript, GlideScript) and integration technologies (REST, SOAP, JSON, XML).
- Experience with ServiceNow CMDB, Discovery, Orchestration, and automation tools.
- Implementation experience with SaaS tools like Amazon Connect, SCCM, Aternity DEM, and Automation Anywhere RPA.
- Knowledge of integration using Automation Engine/Integration Hub and RPA Hub for COTS and other business applications for workflow orchestration.
- Ability to design GenAI Now Assist solutions and Performance Analytics Dashboards.
Certifications:
- ServiceNow Certified System Administrator (CSA)
- ServiceNow Certified Implementation Specialist (CIS)
- ServiceNow Certified Technical Architect (CTA)
- ServiceNow Certified Master Architect (CMA)
- ITIL v3/v4 Foundation Certification (preferred)
Soft Skills:
- Excellent communication, presentation, and interpersonal skills.
- Strong analytical and problem-solving abilities.
- Ability to work effectively in a fast-paced, dynamic environment.
- Leadership skills with the ability to mentor and guide team members.
Additional Information:
- This role is based in Singapore and requires working closely with a dynamic team to ensure successful project delivery. The candidate will be instrumental in integrating various SaaS tools into the ServiceNow platform for an integrated solution across multiple clusters and institutions.
