ServiceNow CSM Architect

Join to apply for the ServiceNow CSM Architect role at Infosys Overview The ServiceNow CSM Architect is responsible for designing and implementing scalable, high-quality solutions on the ServiceNow Customer Service Management platform. This role involves working closely with stakeholders to understand business requirements and translating them into technical solutions aligned with ServiceNow best practices. The role requires working with clients to assess current state processes and tools, identify ServiceNow solution options, define solution requirements, determine integration requirements, and develop overall architecture and implementation plans. The solution delivered to business units should be engineered in accordance with corporate architecture and infrastructure standards. The ideal candidate must have prior experience migrating applications from on-premises to the cloud to the ServiceNow Platform. The architect should understand on-premises architecture, prepare a target state architecture aligned with the overall strategy, and collaborate with technical teams to migrate the application to cloud. Responsibilities Serve as an expert in the ServiceNow platform and CSM, leading ServiceNow practices, advancements, and innovation Lead the architecture and design of ServiceNow CSM solutions including Case Management, Knowledge Management, and Customer Service Portal Define and document technical solutions that address client business problems, scalable and with industry best practices Serve as the primary technical point-of-contact for ServiceNow CSM projects Collaborate with cross-functional teams including developers, business analysts, and project managers Configure and customize ServiceNow CSM modules and workflows Ensure integration with other enterprise systems and tools Develop and maintain technical documentation, including architecture diagrams and process flows Conduct design authority meetings to review and approve technical solutions Provide technical leadership and mentorship to junior team members Monitor and optimize instance performance and user experience Ability to manage development team, customer, stakeholder expectations Experience working in an IT Service Management (ITIL) / Agile / DevOps environment Build high-quality, clean, scalable, and reusable code by enforcing best practices around software engineering architecture and processes (Code Reviews, Unit testing, etc.) Work with product owners to understand detailed requirements and own the code from design through delivery Contribute to the design and implementation of new products and features while also enhancing the existing product suite Provide advice on how business services are delivered with a vision for improvement Be a mentor for colleagues and help promote knowledge-sharing Technology ServiceNow CSM including ServiceNow platform, APP engine (studio), Service portal, Flow Designer/Workflow, MID Server, REST API, SOAP, JSON JDBC, Integration Hub, UI Builder Required Experience & Qualification 10+ years’ experience and proven specialization in ServiceNow implementation with minimum 3 years of experience working as an Architect for ServiceNow CSM Comfortable in working in a high-paced work environment and can adapt to rapidly changing business drivers Very strong technical skills and experience Software architecture & design experience Knowledge and experience of Infrastructure Operations, Cloud migration as well as E-Bonding with other ServiceNow instances Experience with creating workflows in ServiceNow, Remedy or similar experience Demonstrated ability to translate complex business requirements into automated workflow-based solutions Ability to develop test scripts and plans and guide team on same Knowledge of service management and request fulfillment processes ServiceNow System Admin certification, ServiceNow Application Developer and/or Product line certifications a plus Working knowledge of JavaScript, JSON, HTML preferred Working knowledge of databases, tables, attributes, and relationships Understanding of ITIL principles/best practices preferred Soft Skills Excellent analytical and troubleshooting skills Excellent verbal and written communication Creative thinking in implementing Service improvements (automation, incident reduction, etc.) Willingness and flexibility to learn new technologies, scale up quickly and adapt to different roles as the situation demands Practical experience with agile methodologies/tools Cross-functional knowledge and collaboration across organization, sharing information About Us Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we steer our clients through their digital journey by enabling the enterprise with an AI-powered core, agile digital at scale, and a strong learning agenda to drive continuous improvement. EEO Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability. Seniority level Mid-Senior level Employment type Full-time Job function Design, Art/Creative, and Information Technology Industries IT Services and IT Consulting #J-18808-Ljbffr