ServiceNow Architect

About the role

The ServiceNow Architect will oversee the technical implementation of ServiceNow for Fusion customers. As part of the Fusion professional Service team they will be expected to act as the subject matter expert within Fusion and develop the skills of other Fusion employees. They will also assist in the development of standard services offering that Fusion will sell in the market.

Main Duties & Responsibilities

• ServiceNow Implementation:
  • Manage the implementation of ServiceNow implementations to deliver outcomes and value to customer.
  • Understand customer requirements and translate these into ServiceNow design to deliver outcomes and value for the customer.
  • Provide ServiceNow best practice implementation guidance for the customer and Fusion delivery team.
  • Own the technical design for the implementation of the ServiceNow platform based on ServiceNow and industry best practice.
• Technical Leadership
  • Coach and develop more junior Fusion employees in ServiceNow technology and best practices.
  • Develop Fusion standard methodologies and approach to ServiceNow implementation based on Fusion service methodologies.
  • Maintain certification in ServiceNow products in ITSM and related products.

Experience

• Minimum of 7 to 70 years of experience in technology design and implementation with at least 4-5 years of direct ServiceNow implementation experience as a consultant.
• Proven track record of successfully directing the implementation of significant ServiceNow projects in ITSM.
• Demonstrated experience with Agile/Scrum methodologies.
• Experience in industries relevant to Fusion such as telecoms, retail, utilities etc.
• Knowledge of specific industry regulations or compliance standards (e.g., ISO 27007, SOC 2, HIPAA, PCI DSS) relevant to MSP operations.
• Experience with APIs, web services, and integration tools to connect ServiceNow with other enterprise systems.

Skills

• Technical:
  • Strong implementation knowledge of ServiceNow platform and products
  • Deep understanding of modern IT infrastructure, cloud computing (e.g., AWS, Azure, GCP), network architecture, cybersecurity, data management, and common enterprise applications.
  • Strong coding skills in Java, Javascript and other related languages.
• Inter-personal Skills:
  • Excellent communication skills, both written and verbal, with the ability to articulate complex technical concepts to nontechnical audiences and stakeholders at all levels.
  • Ability to work in a team both in a leadership position and as a member.
  • Strong leadership abilities and the capacity to mentor and guide development team members.
  • Problem-solving skills and the ability to think critically and strategically.
  • Ability to work on your own and collaboratively in a fast-paced environment.

Qualifications

Bachelor's degree in computer science, Information Technology, or a related field. A master's degree is a plus.

Certifications

• ITIL V4 Foundation (as minimum)
• ServiceNow certifications such as Certified Technical Architect (CTA), Certified Master Architect (CMA), Certified Application Developer, and/or Certified Implementation Specialist.
• Cloud certification (architect level) on relevant platform e.g. AWS/Azure/Google Cloud

About Fusion GBS

As a global leader in service management, we help businesses transform their operations with data-driven insights, scalable digital solutions, and measurable results. We take pride in serving a broad spectrum of industries across the world.

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