ServiceNow Senior Architect

3 days ago

Makati, Philippines HRTX Full time

Overview

The ServiceNow Architect for Managed Services will be responsible for supporting, enhancing, and optimizing ServiceNow solutions across multiple modules, including ITxM (ITSM, ITOM, ITBM), Customer Service Management (CSM), Human Resource Service Delivery (HRSD), Integrated Risk Management (IRM), Security Operations (SecOps), and Strategic Portfolio Management (SPM). This role focuses on delivering managed services, including incident resolution, service request fulfillment, platform maintenance, and continuous improvement, to ensure operational efficiency and alignment with business objectives. The ideal candidate will have deep expertise in ServiceNow modules, a strong background in managed services, and the ability to collaborate with diverse stakeholders in a large enterprise environment.

Responsibilities

  • Managed Services Operations: Provide ongoing support for ServiceNow modules (ITxM, CSM, HRSD, IRM, SecOps, SPM), including incident resolution, problem management, service request fulfillment, and change management.

  • Integration Support: Maintain and troubleshoot integrations with enterprise systems (e.g., SAP, Active Directory, QMIS) using REST, SOAP, and Integration Hub, ensuring seamless data flow and compliance.

  • Stakeholder Collaboration: Work with IT, business, and vendor teams to gather requirements, provide technical guidance, and deliver training on ServiceNow features to drive adoption.

Qualifications

  • Bachelor\'s degree in Computer Science, Information Technology, or a related field (or equivalent experience).

  • 10+ years of experience in ServiceNow administration, development, or architecture, with at least 7 years focused on managed services or support/enhancement roles.

  • Proven expertise in implementing and supporting ServiceNow modules: ITxM (ITSM, ITOM, ITBM), CSM, HRSD, IRM, SecOps, and SPM.

  • Hands-on experience with incident resolution, service request fulfillment, cloning activities, patch management, and platform upgrades in enterprise environments.

  • Familiarity with integrations involving SAP, Active Directory, and other enterprise systems in the oil and gas or similar industries.

  • Expertise in ServiceNow modules: ITxM (Incident, Problem, Change, Service Request, ITOM, ITBM), CSM (Case Management, Customer Portal), HRSD (Employee Service Center, Onboarding), IRM (GRC, Risk Management), SecOps (Vulnerability Response, Threat Intelligence), and SPM (Portfolio and Project Management).

  • Proficiency in ServiceNow scripting (JavaScript, Glide API, Business Rules, Script Includes).

  • Strong knowledge of integrations using REST, SOAP, and ServiceNow Integration Hub.

  • Experience with ServiceNow Flow Designer, Workflow Editor, and Now Assist (GenAI capabilities) for automation and process optimization.

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