Let’s create WOW together

ServiceNow Solution Architect with over 10 years of IT experience and deep expertise in designing and delivering enterprise-scale ServiceNow solutions. The ideal candidate should have strong experience across ITSM, CSM, Integrations, Service Portal/Employee Center, UI Builder, Workspaces, and App Engine, with the ability to define solution architecture, lead technical teams, engage with business stakeholders, and ensure adherence to ServiceNow best practices.

Key Responsibilities

1. Design end-to-end ServiceNow solutions aligned with business objectives and platform best practices.
2. Lead architecture, solution design, and technical governance across multiple ServiceNow implementations.
3. Collaborate with business stakeholders to gather requirements and translate them into scalable platform solutions.
4. Architect and implement solutions across ITSM, CSM, Employee Center, Workspaces, and custom applications.
5. Design integration architecture using REST, SOAP, IntegrationHub, MID Server, JDBC, LDAP, and third-party APIs.
6. Provide architectural guidance for UI Builder, Workspaces, Employee Center, and modern user experiences.
7. Design and develop applications using App Engine Studio and ServiceNow low-code capabilities.
8. Define CMDB, data model, security model, ACL strategy, and platform governance.
9. Lead technical workshops, solution reviews, and architecture discussions with customers.
10. Review technical designs, code quality, and ensure adherence to ServiceNow development best practices.
11. Mentor developers and technical consultants throughout the project lifecycle.
12. Support estimations, solution proposals, RFPs, and technical pre-sales activities.
13. Ensure platform scalability, performance optimization, security, and maintainability.
14. Stay updated with the latest ServiceNow releases and recommend platform improvements.

We are looking for an experienced ServiceNow Business Analyst with 5+ years of experience in gathering business requirements, analyzing business processes, and translating them into functional solutions on the ServiceNow platform. The ideal candidate will act as a bridge between business stakeholders and technical teams, ensuring successful delivery of ServiceNow implementations, enhancements, and support initiatives.

The candidate should possess strong knowledge of ITSM processes, Agile methodologies, stakeholder management, and ServiceNow best practices.

Business Analysis

1. Gather, analyze, and document business, functional, and non-functional requirements.
2. Conduct stakeholder interviews, workshops, and requirement elicitation sessions.
3. Analyze existing business processes and recommend improvements aligned with ServiceNow best practices.
4. Prepare Business Requirement Documents (BRD), Functional Requirement Documents (FRD), user stories, acceptance criteria, and process flows.
5. Ensure business requirements are clearly understood by technical teams.

Work as a Product Owner proxy or Business Analyst in Agile Scrum teams.

Serve as the primary liaison between business users and development teams.

Coordinate User Acceptance Testing (UAT) activities.

Maintain project documentation throughout the project lifecycle.

Ensure adherence to ITIL processes and project governance standards.

Support change management and user adoption initiatives.

Required Skills

1. Business Analysis
2. Requirement Gathering & Elicitation
3. Functional Documentation (BRD, FRD, User Stories)
4. Agile Scrum Methodology
5. Stakeholder Management
6. Process Mapping (Visio/Lucidchart)
7. Gap Analysis
8. UAT Coordination
9. ITSM Process Knowledge
10. ServiceNow Platform Understanding
11. Excellent Communication & Presentation Skills
12. Analytical and Problem-Solving Skills
13. Change Management
14. Workshop Facilitation

ServiceNow Certified Implementation Specialist (ITSM preferred)

Certified Scrum Master (CSM) or Professional Scrum Master (PSM)

IIBA ECBA/CCBA/CBAP (Preferred)