Infosys is seeking ServiceNow Architect with experience in IT Service Management (ITSM), Service Catalog, platform architecture, and upgrades. The ideal candidate will be responsible for designing, implementing, and optimizing the ServiceNow platform while ensuring seamless upgrades and alignment with business needs.
Required Qualifications:
• Candidate must be located within commuting distance of Fort Worth, TX, or be willing to relocate to the area. This position may require travel in the US
• Bachelor's degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education
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• At least 7 years of Information Technology experience
• At least 7 years of experience in ServiceNow
• Key Responsibilities:
• ServiceNow Platform Architecture & Design:
• Define and implement end-to-end architecture for the ServiceNow platform, ensuring scalability, security, and performance.
• Develop best practices and governance frameworks for ServiceNow implementation.
• Design integrations between ServiceNow and third-party tools, cloud services, and enterprise applications.
• IT Service Management (ITSM) & Service Catalog Expertise
• Lead ITSM process design and implementation (Incident, Problem, Change, CMDB, Service Catalog, Request Management).
• Design and optimize Service Catalog workflows, ensuring a user-friendly experience with automated approvals and fulfillment.
• Ensure adherence to ITIL best practices and ServiceNow CSDM (Common Service Data Model).
• Work closely with stakeholders to align Service Catalog offerings with business needs.
• ServiceNow Upgrades & Enhancements
• Plan and execute ServiceNow platform upgrades (major and minor releases).
• Ensure customizations and configurations are upgrade-safe and aligned with out-of-the-box (OOB) functionality.
• Implement automated testing strategies to validate upgrades and prevent disruptions.
• Stakeholder Management & Technical Leadership
• Collaborate with IT Directors, Process Owners, and Developers to align platform capabilities with business needs.
• Lead technical discussions, workshops, and roadmap planning.
• Provide mentorship and technical guidance to ServiceNow developers and administrators.
• Security, Compliance, and Performance Optimization
• Ensure data security, access controls, and compliance with regulatory requirements.
• Optimize platform performance, workflows, and automation.
• All applicants authorized to work in the United States are encouraged to apply
Preferred Qualifications:
• Working Knowledge of:
• ITSM Modules: (Incident, Problem, Change, CMDB, Service Catalog, Request Management)
• ServiceNow upgrades, release management, and versioning
• ServiceNow Architecture, Data Model, and Integration best practices
• CSDM, Service Mapping, Discovery, and Performance Analytics
• Service Catalog design, request fulfillment workflows, and automation
• ITIL processes and enterprise ITSM transformations
• JavaScript, Flow Designer, Integration Hub, REST/SOAP API's
• Multi-instance ServiceNow environments
• Ability to lead ServiceNow strategy, governance, and roadmaps
• Preferred Certifications as an added advantage:
• Certified ServiceNow System Administrator (CSA)
• Certified Implementation Specialist (CIS) - ITSM/Discovery/CSDM/Service Catalog
• Certified Application Developer (CAD)
• ITIL v4 Certification
• Excellent Communications and client interaction skills along with exceptional written and verbal skills as well as technical documentation
• Extraordinary Planning, Project Management, Coordination, and Analytical skills
• Hands-on experience in working in Global Delivery Model with onsite/offshore resources
• Exceptional Organizational Skills
• Ability to manage and prioritize tasks efficiently
• Readiness to demonstrate a proactive attitude
• Solid attention to detail and excellent written and verbal communication skills are required
• Ability to work in team in diverse/ multiple stakeholder environment
The job entails sitting as well as working at a computer for extended periods of time. Should be able to communicate by telephone, email or face to face. Travel may be required as per the job requirements.