Role Proficiency:

Systematically develops and promotes technology solutions ensuring the developed solution meets both functional and non – functional requirements.

Outcomes:

      Develop and promote technical solutions which support the business requirements within area of expertise.       Ensures IT requirements are met and service quality maintained when introducing new services. Considers the cost effectiveness of proposed solution(s).       Set FAST goals and provide feedback to FAST goals of mentees       Innovative and technically sound for project analysis in depth.       Uphold the standards and best practices by adhering to them in his/her work as well as by implementing them in the team’s work by reviewing and monitoring.       Provide innovative contribution within the team by coming up with ideas to automate repetitive work.       Able to mentor Developers in such a way that they can progress to the next level of growth.       Conduct peer reviews and demand high quality standards for the reviewed deliverables. Conduct technical assessments for hiring candidates to Developer roles.

Measures of Outcomes:

      Adherence to engineering process and standards (coding standards)       Defined productivity standards for project       Schedule Adherence       Mandatory Trainings/Certifications       Innovativeness (In terms of how many new ideas/thought processes/standards/best practices he/she has come up with)       Maintain quality standards for individual and team       Adhere to project schedules for individual and team       Number of technical issues uncovered during the execution of the project       Number of defects in the code    Number of defects post delivery    Number of noncompliance issues    On time completion of mandatory compliance trainings Adhere to organizational policies and processes

Outputs Expected:

Code:

Independently develop code for above Maintain best coding and engineering practices

Configure:

Implement and monitor configuration process

Test:

Create and review unit test cases
scenarios and execution 100% code coverage for unit testing

Documentation:

Sign off templates
checklists
guidelines
standards for design/process/development Sign off deliverable documents – design documentation
requirements
test cases and results

Design:

Creation of design LLD architecture for Applications
Features
Business Components and Data Models

Interface with Customer:

Proactively influence customer thought process Consider NPS Score for customer and delivery performance

Manage Project:

Contribute to module level development

Manage knowledge:

Consume and contribute to project related documents
share point
libraries and client universities Creation of knowledge sharing assets

Assists others in resolving complex technical problems::

Manage all aspects of problem management activities
investigating the root cause of problems and recommend SMART (specific
measurable
achievable
realistic
timely) solutions

Development and review of Standards & Documentation::

Maintenance of software process improvement activities; communicating to a range of individuals
teams and other bodies.

Skill Examples:

     Proactively identify solutions for technical issues      Ability to maintain technical evaluation procedures      Ability to estimate project effort based on the requirement      Perform and evaluate test results against product specifications      Break down complex problems into logical components      Interface with other teams designers and other parallel practices      Set goals for self and team. Provide feedback to team members      Create and articulate impactful technical presentations      Follow high level of business etiquette in emails and other business communication   Drive conference calls with customers and answer customer questions   Proactively ask for and offer help   Ability to work under pressure determine dependencies risks facilitate planning; handling multiple tasks. Build confidence with customers by meeting the deliverables on time with a quality product

Knowledge Examples:

     Deep level proficiency in the specialist area.      Proficiency in technology stacks      Appropriate software programs / modules      Programming languages      DBMS      Operating Systems and software platforms      SDLC      Integrated development environment (IDE)      Agile – Scrum or Kanban Methods   Knowledge of customer domain and sub-domain where problem is solved.   Knowledge of new technologies (e.g. Data science AI/ML IoT big data and cloud platform etc RDBMS and NOSQL Deep knowledge of architecting solutions and applications on cloud-based infrastructures.

Additional Comments:

Job Title: ServiceNow Technical Architect Job Summary: We are seeking an experienced ServiceNow Technical Architect with 10+ years of experience in ServiceNow architecture and solution development. This role is responsible for designing, implementing, and optimizing complex ServiceNow solutions across multiple modules, ensuring seamless integrations, scalability, and adherence to industry best practices. The ideal candidate will have deep expertise in ServiceNow architecture, ITSM, ITOM, CSM, CMDB, HRSD, Security Operations (SecOps), IRM, and integrations, along with strong leadership and stakeholder management skills. ________________________________________ Key Responsibilities: Solution Architecture & Design • Lead the design, development, and implementation of complex ServiceNow solutions across multiple modules. • Define ServiceNow platform architecture, best practices, and governance to ensure scalable and maintainable solutions. • Develop and maintain technical roadmaps, architecture blueprints, and integration frameworks. • Provide architectural guidance for custom application development and workflow automation within ServiceNow. ServiceNow Module Expertise & Development • Architect and implement solutions across key ServiceNow modules, including: o IT Service Management (ITSM) o IT Operations Management (ITOM) – Discovery, Event Management, Cloud Management o Customer Service Management (CSM) o Configuration Management Database (CMDB) & Common Service Data Model (CSDM) o Human Resources Service Delivery (HRSD) o Security Operations (SecOps) & Integrated Risk Management (IRM) • Design and develop Service Portal, Service Catalog, Flow Designer, and Virtual Agent solutions. • Guide developers on ServiceNow scripting (JavaScript, Business Rules, Client Scripts, UI Policies, etc.). Integration & Automation • Design and implement API-based integrations with third-party applications using REST/SOAP, Integration Hub, and MID Servers. • Optimize ServiceNow event-driven integrations, web services, and automation. • Ensure secure and efficient data exchange between ServiceNow and external systems. Governance & Best Practices • Define platform governance policies, security controls, and compliance standards. • Establish best practices for data modeling, UI/UX design, and performance optimization. • Implement ITIL, Agile, and DevOps best practices within ServiceNow development. Stakeholder Management & Leadership • Collaborate with business stakeholders, IT teams, and leadership to align ServiceNow strategy with business objectives. • Act as a trusted advisor for clients and teams, guiding them on ServiceNow capabilities and industry trends. • Conduct architecture reviews, design sessions, and technical mentoring for development teams. ________________________________________ Required Qualifications: Technical Skills & Experience • 10+ years of experience in ServiceNow architecture, development, and implementation. • Extensive hands-on experience with multiple ServiceNow modules (ITSM, ITOM, CSM, CMDB, SecOps, HRSD, IRM, etc.). • Deep expertise in CMDB, CSDM, and ITOM Discovery for enterprise environments. • Strong knowledge of ServiceNow scripting (JavaScript, Glide API, Business Rules, Script Includes, UI Policies, etc.). • Experience with ServiceNow integrations (REST/SOAP APIs, LDAP, SSO, OAuth, MID Server). • Strong understanding of ServiceNow Performance Analytics and Reporting. • Proficiency in Agile/Scrum, CI/CD, and DevOps methodologies. Soft Skills & Work Environment • Excellent communication and stakeholder management skills to engage with senior executives and technical teams. • Ability to lead technical discussions, architecture reviews, and best practice workshops. • Strong analytical and problem-solving skills to optimize ServiceNow solutions. • Ability to mentor and guide junior developers and administrators. ________________________________________ Preferred Certifications: • ServiceNow Certified System Administrator (CSA) (Required) • ServiceNow Certified Implementation Specialist (CIS) – ITSM, ITOM, CSM, HRSD, or SecOps (Preferred) • ServiceNow Certified Technical Architect (CTA) (Highly Preferred) • ITIL v4 Certification (Plus) • TOGAF or other enterprise architecture certification (Preferred)