Website:
ziventra.com
Job details:
Role - ServiceNow Architect
Experience: 8 plus years
Location: Bengaluru (onsite)
Contractual role
Shift Timings: UK/Afternoon
Mandatory Skills
ServiceNow Solution Architect, CSM, ServiceNow Developer, ITSM, CMDB & CSDM framework, REST integrations (OAuth, JWT, API security), CI/CD pipelines, REST / SOAP APIs
Job Description
Architect and own end-to-end ServiceNow CSM solutions across customer operations, case management, and service delivery
Strong expertise in CSM core architecture: Accounts, Contacts, Consumers, Cases, Entitlements, SLAs, Interactions, and Task relationships
Design and manage Sold Products, Product Models, and Installed Base Items, including lifecycle and case linkage
Deep understanding of ITSM vs CSM architecture, process boundaries, data models, and customer-centric design
Implement and optimize Advanced Work Assignment (AWA) for skill-based and omnichannel routing
Apply Task Intelligence / Predictive Intelligence for classification, assignment, and automation
Act as ServiceNow Platform Architect/Admin, ensuring platform stability, scalability, and upgrade readiness
Enforce configuration-over-customization and ServiceNow best practices for maintainable solutions
Expertise in Domain Separation for multi-tenant or multi-customer environments
Design and govern integrations using REST, SOAP, Integration Hub, MID Server, OAuth
Strong knowledge of security, ACLs, data access, and performance optimization
Lead technical design, reviews, and solution governance across CSM implementations
Mentor teams and provide architectural guidance throughout delivery lifecycle
Roles & Responsibilities
Work closely with our IT and business partners to configure and improve core platform capabilities in accordance with ITIL best practices.
Monitor health, usage and overall compliance of ServiceNow and its applications.
Coordinate application and platform upgrades.
Build and maintain internal technical documentation, manuals, policies, and processes.
Analyze, troubleshoot and resolve complex software application related problems.
Develop systems integrations and process automation.
Participate in workflow development / release activities as needed.
Participate in unit, system, integration and user acceptance testing activities.
Responsible for 24x7 on-call support for customer impacting production problems.
Act as a technical liaison with software vendors
Ensure adherence to security standards
Respond to user tickets in the ticket queue and participate in administration activities to manage the rest of our application portfolio. Participate in strategy and roadmap sessions
Communicate effectively, both orally and in writing and to translate technical terminology into terms understandable to non-technical employees
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