Role & responsibilities

Exp : 5 to 20 Yrs

ServiceNow ITOM Lead / Architect

Job Title

ServiceNow ITOM Lead / Architect

Grade Expectations

G5/G6/G7/G8

Job Summary The ServiceNow ITOM Lead/Architect will be responsible for designing, implementing, and governing Enterprise Service Management solutions leveraging ServiceNow IT Operations Management (ITOM) modules. The role will drive discovery, service mapping, CMDB governance, event management, observability integrations, cloud discovery, and AIOps initiatives while ensuring alignment with business and IT strategy.

Key Responsibilities

- Lead architecture and implementation of ServiceNow ITOM solutions.
- Design and maintain CMDB architecture, data models, and governance processes.
- Implement Discovery, Service Mapping, Event Management, Cloud Discovery, and Visibility solutions.
- Define ITOM roadmap aligned with organizational transformation objectives.
- Integrate ServiceNow with monitoring and observability tools.
- Drive AIOps and predictive operations initiatives.
- Perform technical design reviews and architecture governance.
- Collaborate with enterprise architects, infrastructure teams, and business stakeholders.
- Troubleshoot complex platform and integration issues.
- Mentor developers, consultants, and administrators.

Required Skills

- ServiceNow ITOM Suite (Discovery, Service Mapping, Event Management, CMDB, Cloud Discovery).
- MID Server architecture.
- REST/SOAP APIs and Integration Hub.
- CMDB governance and CSDM framework.
- Infrastructure technologies (Windows, Linux, Network, Cloud).
- ServiceNow scripting (JavaScript, Glide APIs).
- ITIL processes and best practices.

Qualifications

- Bachelor's degree in Engineering, Computer Science, or related field.
- 8+ years of IT experience.
- 5+ years of ServiceNow implementation experience.
- ServiceNow Certified System Administrator (CSA).
- ServiceNow Certified Implementation Specialist ITOM preferred.

2.



ServiceNow HRSD Architect

Grade Expectations

G5/G6/G7/G8

Job Title

ServiceNow HRSD Architect

Job Summary The ServiceNow HRSD Architect is responsible for designing and implementing Human Resources Service Delivery solutions that improve employee experience, automate HR operations, and enable digital workflows. This role partners with HR, IT, security, and business stakeholders to deliver scalable HR solutions leveraging the ServiceNow platform.

Key Responsibilities

- Design HRSD architecture and enterprise HR service models.
- Lead implementation of Employee Center, HR Case Management, Lifecycle Events, and Knowledge Management.
- Define digital employee experience roadmap.
- Design integrations with HR systems such as Workday, SAP SuccessFactors, Oracle HCM, and Active Directory.
- Establish data privacy and security controls for employee information.
- Drive automation and AI-enabled employee services.
- Lead workshops, requirement gathering, and solution design sessions.
- Ensure scalable and reusable platform architecture.
- Provide technical leadership and governance.

Required Skills

- ServiceNow HRSD suite.
- Employee Center and Employee Service Portal.
- Lifecycle Events and HR Case Management.
- Integration Hub and APIs.
- Security, HR compliance, and data privacy regulations.
- Workflow automation and employee experience design.
- ITIL and Agile methodologies.

Qualifications

- Bachelor's degree in Engineering, Human Resources Technology, or Computer Science.
- 8+ years overall experience.




- 4+ years ServiceNow HRSD implementation experience.
- ServiceNow CSA Certification.
- ServiceNow Certified Implementation Specialist HRSD preferred.

3. ServiceNow Custom App Architect

Grade Expectations

G5/G6/G7/G8

Job Title

ServiceNow Custom Application Architect

Job Summary The ServiceNow Custom Application Architect is responsible for architecting and delivering enterprise-scale business applications using the ServiceNow App Engine platform. The role focuses on designing reusable, scalable, and secure custom solutions that address business requirements beyond out-of-the-box ServiceNow capabilities.

Key Responsibilities

- Architect custom applications using ServiceNow App Engine.
- Design enterprise workflows, data models, and application frameworks.
- Define application architecture standards and development best practices.
- Lead low-code/no-code and pro-code application initiatives.
- Build integrations with third-party systems and enterprise platforms.
- Ensure application scalability, performance, and security.
- Drive platform modernization and business process automation initiatives.
- Conduct architecture reviews and code quality assessments.
- Collaborate with business leaders and IT stakeholders.
- Mentor development teams and establish governance.

Required Skills

- ServiceNow App Engine.
- Scoped Applications and Studio.
- Flow Designer and Integration Hub.
- Service Portal / Employee Center.
- JavaScript, Glide APIs, Script Includes.
- REST/SOAP integrations.
- UI Builder and Workspace development.
- Security and access control design.

Qualifications

- Bachelor's degree in Computer Science, Engineering, or equivalent.
- 8+ years IT experience.
- 5+ years ServiceNow platform development experience.
- CSA Certification required.
- ServiceNow Certified Application Developer (CAD) preferred.
- App Engine certification preferred.

📌 ServiceNow | ITOM | HRSD | Custom App (Bengaluru)
🏢 Hexaware Technologies
📍 Bengaluru