Customer & Stakeholder Engagement
Engage directly with customers for requirements gathering, workshops, and solution alignment.
Translate complex business needs into scalable technical solutions.
Lead architectural conversations and influence design decisions with stakeholders.
Governance & Quality Assurance
Define and enforce architectural standards, coding best practices, and governance processes.
Review and optimize solution design and code for scalability, performance, and maintainability.
Ensure compliance with platform standards, security guidelines, and enterprise policies.
Platform Lifecycle & Operations
Lead platform upgrades, release management, and environment migrations.
Oversee integrations across systems and ensure high-quality delivery.
Continuously assess platform performance and drive improvement initiatives.
Mentorship & Capability Building
Mentor technical leads and developers, ensuring adoption of best practices.
Promote continuous improvement across development and delivery teams.
Required Skills & Experience
14+ years of overall experience in ServiceNow design, development, and implementation.
Strong experience in ServiceNow design, development, and architecture with hands-on expertise.
Experience on FSO or CSM module is a must.
Proven experience translating complex customer needs into scalable designs.
Proven ability to design end-to-end enterprise solutions across ServiceNow modules (FSO/CSM, workflows, integrations, data models).
Experience in customer-facing roles including including complex requirements gathering, workshops, and aligning outcomes with ServiceNow product capabilities.
Deep understanding of
Data models (tables, schema, ACLs)
Business process flows
Integration patterns and trade-offs
Strong knowledge of platform governance, release management, and upgrade cycles.
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