Role Description
Position Overview The Middle-Office Solution Architect leads the modernization of service delivery, customer support, and operational support functions. This role focuses on ServiceNow and related platforms to enhance customer experience, streamline service operations, and enable business agility. Key Responsibility Areas Platform Strategy & Architecture: 1. Design comprehensive ServiceNow implementations spanning ITSM, ITOM, ITBM, Customer Service Management, and other modules 2. Architect workflows and processes for customer support, incident management, change management, and asset management 3. Define platform configurations, customizations, and integration patterns aligned with enterprise standards Business Transformation Leadership: 1. Lead middle-office function transformation initiatives, optimizing service delivery models and support processes 2. Develop target operating models for customer support, IT service delivery, and business support functions 3.
Collaborate with operational leaders to identify efficiency gains and service quality improvements Technical Governance & Standards: 1. Establish ServiceNow governance, configuration standards, and best practices across the enterprise 2. Develop reference architectures for common middle-office scenarios; ensure scalability and performance 3. Implement security, compliance, and access control frameworks for service delivery platforms Integration & Ecosystem: 1. Define integration strategies between ServiceNow, Front-Office systems (Salesforce), and Back-Office systems (Oracle Fusion, HCM) 2. Architect data flows to ensure real-time visibility across customer service, operations, and finance 3. Coordinate with other Enterprise Architects to enable end-to-end process optimization Required Qualifications 1. 10+ years of enterprise solutions architecture or IT service management experience 2. 7+ years of hands-on experience designing and implementing ServiceNow solutions at enterprise scale 3. 5
📌 Solution Architect I (Chennai)
🏢 UST
📍 Chennai