Company Profile: Job Title: ServiceNow Architect Position: Architect Experience: 12+ Years Category: Architect Shift: US Shift Main location: Bangalore Position ID: J0326-1122 Employment Type: Full Time Education Qualification: Bachelor’s degree in computer science or related field or higher with minimum 03 years of relevant experience.

Job Description : A skilled and experienced ServiceNow Developer/Architect to design, implement, and optimize solutions across multiple ServiceNow modules, including IT Service Management (ITSM), IT Operations Management (ITOM), Human Resources Service Delivery (HRSD), Governance, Risk, and Compliance (GRC), Configuration Management Database (CMDB), Software Asset Management (SAM), Hardware Asset Management (HAM), Generative AI (Gen AI), and system integrations. This role requires a deep understanding of ServiceNow capabilities, best practices, and customization to align with business requirements and drive digital transformation.

Key Responsibilities:

1. ITSM (IT Service Management): Configure and enhance core ITSM modules, including Incident, Problem, Change, and Request Management. Develop custom workflows, automation, and integrations to improve IT service delivery. Collaborate with service owners to optimize user experience and process efficiency.
2. ITOM (IT Operations Management): Implement and optimize ITOM capabilities, including Discovery, Service Mapping, Event Management, and Orchestration. Enhance monitoring, alerting, and automated responses to improve service uptime and operational resilience. Integrate ITOM with existing infrastructure to support automated workflows and event-driven responses.
3. HRSD (Human Resources Service Delivery): Configure and manage HR case management, employee self-service portals, and knowledge management.



Enable workflows to automate onboarding, offboarding, and other HR processes to streamline employee services. Collaborate with HR teams to ensure adherence to compliance, data privacy, and security standards.
4. GRC (Governance, Risk, and Compliance): Design and implement GRC workflows to support policy and compliance management, risk assessment, and audit tracking. Automate risk reporting, assessments, and governance processes to enhance regulatory compliance and risk mitigation. Integrate GRC with other systems for real-time monitoring and reporting.
5. CMDB (Configuration Management Database): Develop, optimize, and maintain a robust CMDB to ensure accurate asset and service data. Implement CI relationships, manage CMDB health, and utilize the CSDM (Common Service Data Model). Support alignment of CMDB with ITSM and ITOM processes to ensure effective data consistency and utilization.
6. SAM (Software Asset Management) & HAM (Hardware Asset Management): Manage SAM/HAM processes, including license compliance, software/hardware tracking, and audit readiness. Automate asset lifecycle management, optimize licensing, and reduce asset-related risks. Integrate SAM/HAM with other modules to create an end-to-end asset management solution.

Qualifications:

- Education: Bachelor’s degree in computer science, Information Systems, or related field.
- Experience: 12 - 15 years of experience in ServiceNow Solution design, implementation,



development and administration, with a deep understanding of multiple modules.
- Certifications: Preferred certifications include ServiceNow Certified System Administrator, ServiceNow Certified Implementation Specialist (for ITSM, ITOM, HRSD, GRC), and experience with Integration Hub.
- Technical Skills: Proficiency in JavaScript, ServiceNow Scripting, Flow Designer, REST/SOAP, and API integrations. Worked on solution designs
- Soft Skills: Strong analytical, problem-solving, and communication skills; ability to work collaboratively with cross-functional teams and stakeholders. Worked with client senior management.

Additional Requirements:

- Proven experience in ServiceNow customizations, workflow automation, and performance optimization.
- Familiarity with Agile methodologies and DevOps practices.
- Solid understanding of ITIL practices and frameworks, particularly for ITSM and ITOM modules.
- Prior experience working with Generative AI tools and technologies within ServiceNow is a plus. Life at CGI: It is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise You’ll shape your career by joining a company built to grow and last. You’ll be supported by leader

📌 Servicenow Architect (Bengaluru)
🏢 CGI
📍 Bengaluru