Senior ServiceNow Architect (ITSM, HRSD & WSD)

Job Summary

Synechron is seeking an experienced ServiceNow Architect with IT experience and deep expertise in IT Service Management (ITSM), Workplace Service Delivery (WSD), and HR Service Delivery (HRSD) modules. The successful candidate will lead the design, development, and implementation of scalable, secure, and high-performing ServiceNow solutions aligned with organizational business objectives. This role plays a critical part in driving digital transformation initiatives, optimizing service delivery processes, and ensuring platform stability and compliance.

Software Requirements

Required Software Skills:

• ServiceNow platform (latest LTS versions, with at least 8+ years of hands-on solution design)
• Scripting and development: JavaScript (including GlideScript), UI Policies, Business Rules, Client Scripts, and Workflows
• Integration tools: REST APIs, SOAP APIs, IntegrationHub, MID Servers
• ServiceNow modules: ITSM, WSD, HRSD
• Platform administration and configuration tools within ServiceNow

Preferred Software Skills:

• ServiceNow Certified Application Developer (CAD)
• ServiceNow Certified Implementation Specialist (CIS) for ITSM and HRSD
• Knowledge of Agile/Scrum project management tools
• Security and compliance tools/frameworks (GDPR, HIPAA)

Overall Responsibilities

• Architect and oversee end-to-end implementation of ServiceNow modules including ITSM, WSD, and HRSD, ensuring alignment with enterprise service management strategies.
• Collaborate with business and technical stakeholders to gather requirements, define technical solutions, and optimize processes.
• Design scalable, robust, and maintainable platform architecture, including integrations with external systems.
• Enforce governance standards, development best practices, and platform security protocols.
• Lead platform upgrades, patch management, and release cycles to ensure optimal platform performance.
• Provide technical guidance and mentorship to developers, administrators, and project teams.
• Conduct regular platform health checks, monitor performance, and implement improvements.
• Stay informed about ServiceNow product updates and new features, recommending adoption strategies.
• Ensure compliance with security, privacy, and data management policies.

Technical Skills (By Category)

Programming Languages:

• Required: JavaScript (for scripting, workflow customization, UI policies)
• Preferred: Java, other scripting languages for automation and integration

Databases/Data Management:

• Familiarity with ServiceNow data models, CMDB, and data integration best practices

Cloud Technologies:

• Preferred: Experience with cloud platforms (AWS, Azure, GCP) especially in context of integrations or hosting

Frameworks and Libraries:

• Knowledge of ServiceNow Flow Designer, IntegrationHub, and custom application development

Development Tools and Methodologies:

• Expertise with Agile/Scrum methodologies
• Version control (e.g., Git)
• Development and deployment best practices

Security Protocols:

• In-depth understanding of security architecture within ServiceNow
• Experience with roles, permissions, compliance frameworks (GDPR, HIPAA)

Experience Requirements

• Minimum 10 years of IT industry experience with at least 8+ years dedicating to ServiceNow platform architecture and solution design
• Proven experience in implementing core ServiceNow modules: ITSM, HRSD, WSD
• Strong grasp of enterprise IT processes, especially ITIL-based service management
• Demonstrated success in leading complex platform upgrades and multi-instance environments
• Experience working in large-scale, multi-stakeholder enterprise settings
• Knowledge of regulatory standards such as GDPR, HIPAA is desirable

Alternative pathways:

• Candidates with substantial enterprise IT architecture experience and proven ServiceNow expertise are encouraged to apply.

Day-to-Day Activities

• Lead design workshops, gather client requirements, and translate needs into technical architecture solutions
• Develop and customize ServiceNow modules, workflows, and integrations
• Conduct code reviews, enforce coding standards, and oversee application health
• Coordinate with platform administrators for environment updates and maintenance
• Collaborate with security teams to ensure compliance and risk mitigation
• Conduct platform performance reviews and implement optimization strategies
• Document architecture, configurations, and best practices
• Provide ongoing support, troubleshooting, and continuous improvement initiatives
• Mentor junior team members and contribute to knowledge sharing

Qualifications

• Academic background: Bachelor's degree in Computer Science, Information Technology, or related discipline; equivalent professional experience acceptable
• Certifications:
  • Required: ServiceNow CSA, CIS (ITSM & HRSD)
  • Preferred: ServiceNow CAD, additional security or integration certifications
• Training: Commitment to continuous learning through certifications, webinars, and industry events
• Demonstrated experience in enterprise-scale implementations and platform upgrades

Professional Competencies

• Critical thinking with the ability to analyze complex technical and business challenges
• Leadership skills to guide teams and influence stakeholders
• Excellent communication skills, capable of articulating complex solutions clearly
• Stakeholder management and collaboration across diverse teams
• Adaptability to evolving technologies and project scopes
• Innovation mindset to leverage new ServiceNow features and best practices
• Strong time management and task prioritization skills

S​YNECHRON’S DIVERSITY & INCLUSION STATEMENT
 

Diversity & Inclusion are fundamental to our culture, and Synechron is proud to be an equal opportunity workplace and is an affirmative action employer. Our Diversity, Equity, and Inclusion (DEI) initiative ‘Same Difference’ is committed to fostering an inclusive culture – promoting equality, diversity and an environment that is respectful to all. We strongly believe that a diverse workforce helps build stronger, successful businesses as a global company. We encourage applicants from across diverse backgrounds, race, ethnicities, religion, age, marital status, gender, sexual orientations, or disabilities to apply. We empower our global workforce by offering flexible workplace arrangements, mentoring, internal mobility, learning and development programs, and more.

All employment decisions at Synechron are based on business needs, job requirements and individual qualifications, without regard to the applicant’s gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.

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