Servicenow Architect

Role : ServiceNow Architect

Experience : 10+ yrs

Location : Hyderabad / Chennai

Primary Skill

1. Own architecture for a shared ServiceNow MSP instance with Domain Separation: tenant onboarding, data/record segregation, ACL design, and scoped app boundaries.

2. Define and govern multi tenant operating model: domain hierarchies, domain aware tables, process segregation, cross domain access controls, and guardrails.

3. Lead end to end solutioning across ITSM (Incident/Problem/Change/Request), CMDB/CSDM, ITOM (Discovery, Service Mapping, Event) as applicable.

4. Design integrations via Integration Hub/Service Bridge, MID Servers, REST/SOAP, JDBC, email, webhooks; establish patterns for retries, idempotency, pagination, and monitoring.

5. Establish instance strategy: sub prod tiers (DEV/TEST/QA/UAT/PROD), cloning cadence, update set strategy, Source Control (Git), ATF automation, and CI/CD pipelines.

6. Plan and drive upgrades & patching (Family Releases): pre assessment, skip list review, regression testing, and post upgrade fixes with minimal tenant disruption.

7. Architect CMDB health: reconciliation, identification rules, de duplication, class model governance, data quality dashboards.

8. Security & Compliance: SSO (SAML/OAuth), encryption, secrets, RBAC/ACLs, domain aware security policies, audit logs, and regulatory alignment.

9. Performance & Reliability: query optimization, table/index strategy, async jobs, background scripts control, and platform limits (flows/jobs).

10. Service Portal/Workspace architecture, theming and component reuse; UX guardrails and accessibility considerations.

11. Lead technical reviews, mentorship, and design sign offs; produce HLD/LLD, ADRs, and reusable reference architectures.

Roles & Responsibilities

1. Lead discovery workshops; capture functional & non functional requirements (security, availability, performance, compliance) per tenant/domain.

2. Author MSP architecture: domain model, ACL strategy, integration architecture, CMDB/CSDM blueprint, and support model.

3. Define tenant onboarding/offboarding process: catalog, domains, roles, groups, data segregation, and guardrail checks.

4. Establish DevSecOps for ServiceNow: branching, update sets hygiene, Source Control, ATF suites, CI/CD gates, and rollback procedures.

5. Plan upgrades/patches with change governance; coordinate cloning schedules; execute regression plans with ATF/automated tests.

6. Own CMDB health and CSDM alignment; set measurable targets and remediation plans.

7. Run integration governance: credentials vaulting, MID server sizing, error handling, and observability dashboards.

8. Publish SoWs, design artifacts (HLD/LLD), RACI, and operational runbooks; chair design reviews and CAB/ARB where needed.

9. Coach developers/admins; enforce coding standards, performance best practices, and secure configurations.

10. Engage with vendors and ServiceNow store/app providers; evaluate add ons and manage licensing.

11. Report KPIs to leadership; continuously improve MSP maturity (automation, reliability, cost).