ServiceNow Integration Lead Architect

ServiceNow Architect CSM FSM MCOAPO Focus

Key Responsibilities

• Lead the architecture and design of ServiceNow solutions across Customer Service different Application and Modules.
• Define theArchitecture standards policies framework and best practices for automation in line with EnterpriseArchitecture Infrastructure and Security policies whilst supporting wider consumption of the platform to drive process automation.
• Define HLD LLDs and Translate complex business requirements into scalable maintainable and upgrade-friendly ServiceNow solutions.
• Collaborate with product owners business stakeholders and technical teams to ensure alignment with enterprise goals.
• Design and Oversee integrations with CRM ERP IoT platforms and other enterprise systems like SAP Salesforce D
• Provide technical leadership and mentorship to developers and administrators.
• Conduct design workshops proof-of-concepts and solution demonstrations tailored to CSM FSM APO and MCO use cases but not limited to these areas
• Stay current with ServiceNow releases and recommend adoption of new features relevant to customer service field operations and manufacturing.

Modules Expertise

• CSM (Customer Service Management):
• FSM (Field Service Management):
• MCO (Manufacturing Connected Operations):
• APO (Accounts payable Operation)

• Case management workflows/flow designer automation omni-channel engagement and Employee Center / Customer portals.
• Ability to liaise with customer service teams support managers and design seamless integrations with CRM systems.
• Workforce scheduling dispatch optimization mobile field agent enablement and asset tracking.
• Experience in designing workflows for preventive maintenance service requests and field operations efficiency.
• Integration expertise with ERP and external ticketing systems to streamline service delivery.
• Product lifecycle management ownership models and governance frameworks.
• Ability to deliver product catalogs ownership hierarchies compliance reporting and advanced analytics.
• Liaise with product owners portfolio managers and manufacturing stakeholders to align IT solutions with operational goals.

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Qualifications

• Bachelors or Masters degree in Computer Science Information Systems or related field.
• 812 years of IT experience with at least 8 years in ServiceNow architecture and Integration.
• Strong experience in designing and hands-on writing optimized Code on JavaScript Glide APIs AngularJS XMLs Virtual Agentic AI Predictive Intelligence Workspace Process Automation playbooks
• Strong experience in Optimizing existing setup/Design to ensure performance and maintainability is continuously improved using ServiceNow best practices.
• Strong integration experience using REST/SOAP IntegrationHub APIs JDBP Emails or via Mid Servers. Imports and exports best practice of platform
• Proven expertise in one of the modules CSM (case management portals omni-channel workflows) FSM (field operations scheduling mobile enablement) and APO/MCO (product catalogs lifecycle governance compliance).
• ServiceNow certifications are any two (CIS-ITSM CIS-CSDM CIS-CSM CIS-FSM or equivalent) preferred.
• Excellent communication leadership stakeholder management with presentation skills.