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Client Engagement Manager (CEM) / Sr ServiceNow Architect

Illinois, United States (Hybrid)

Client Engagement Manager (CEM) / Sr ServiceNow Architect

1 Month ago • 15 Years + • Administrative • Undisclosed

About the job

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javascript

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jenkins

github

azure

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azure-devops

release-management

Job Description

Ness Digital Engineering seeks a Client Engagement Manager (CEM) / Sr. ServiceNow Architect to lead a comprehensive Change and Release Management implementation using ServiceNow, Atlassian Jira, and other DevOps tools. Responsibilities include end-to-end architecture and design for ServiceNow's Change and Release Management (ITSM and ITAM modules), collaborating with stakeholders to define requirements, developing automation roadmaps aligned with ITIL standards, overseeing integration with other tools, defining data architecture and governance processes, and providing technical leadership. The ideal candidate possesses 15+ years of IT Service Management experience, including 7+ years as a ServiceNow Architect, and expertise in ITSM, ITOM, HAM, SAM, ITBM, and IT Operations Management. Strong ServiceNow scripting (JavaScript, GlideScript, AngularJS), integration (REST, SOAP, MID Server), and ITIL v4 process knowledge are essential.

Must have:

15+ years IT Service Management experience
7+ years as ServiceNow Architect
Expertise in ITSM, ITAM, CMDB
ServiceNow scripting & Integrations
ITIL v4 process knowledge
Strong client communication skills

Description

Position at Ness USA, Inc.

Ness Digital Engineering is building a high-performing team to execute a comprehensive Change and Release Management Implementation using ServiceNow (SNOW), Atlassian Jira, and other DevOps tools. The project involves delivering a fully automated, integrated solution for a leading client. The roles require deep technical expertise, strong problem-solving abilities, and leadership in driving ITSM, ITAM, and integration practices.

1. ServiceNow Architect – Change & Release Management (ITSM and ITAM)

Location: USA
Role: Client Engagement Manager (CEM) / Sr ServiceNow Architect

Responsibilities

Lead the end-to-end architecture and design for ServiceNow-based Change and Release Management, focusing on ITSM and ITAM modules.
Collaborate with business and technical stakeholders to define requirements and translate them into scalable ServiceNow solutions.
Develop a roadmap for automating Change and Release Management workflows in alignment with ITIL standards.
Oversee the integration of ServiceNow with tools like Atlassian Jira, Jenkins, and GitHub to ensure a cohesive automation framework.
Define data architecture, CMDB dependencies, and governance processes for ITAM and ITSM.
Provide technical leadership to the team and ensure compliance with the industry with the best practices.
Governance and Process Enablement for Release and Change Management by extending and customizing the existing processes available at OCC.

Key Skills

Certifications:

ServiceNow Certified System Administrator (CSA)
ServiceNow Certified Implementation Specialist (CIS)
ITIL v4 Foundation

Experience:

15+ years in IT Service Management, including 7+ years as a ServiceNow Architect.
Expertise in ITSM, ITOM, HAM, SAM, IT Business Management, and IT Operations Management.

Technical Skills:

Proficient in ServiceNow configuration, scripting, and integrations, focusing on out-of-the-box functionality with minimal customizations.
Skilled in ServiceNow scripting languages: JavaScript, GlideScript, AngularJS.
Experienced in developing custom applications, modules, and enhancing existing features.
Strong in creating UI policies, client scripts, business rules, workflows, flows, and notification systems.

Integration Expertise:

Extensive experience integrating ServiceNow with third-party tools like Atlassian, Jenkins, and Azure DevOps.
Proficient in managing REST, SOAP, and MID Server-based integrations for secure data transfers.
Expertise in inbound/outbound API integrations, ensuring data consistency and system reliability.

Process Optimization:

Deep knowledge of ITIL v4 processes, including Incident, Problem, Change, Release, and Asset Management.
Proven ability to optimize asset management, service catalogs, and workflows, reducing technical debt.
Hands-on experience with lifecycle management and data normalization in ServiceNow.

ServiceNow Module Expertise: