240403-Assistant Vice President

ExlService Holdings, Inc.; Dadri; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

EXL Talent Acquisition Team seeks an AVP – ServiceNow Solution Architect to lead design, development, and governance of our ServiceNow platform. You will drive architecture, standards, and multi-stakeholder collaboration to deliver scalable solutions that align with business goals.

You will mentor a team, manage complex programs, and stay current with ServiceNow trends to propel platform innovations across the organization.

Qualifications

• Extensive experience as a ServiceNow Architect delivering complex projects.
• Deep understanding of ServiceNow modules: ITSM, ITOM, ITBM, HR, CSM, etc.
• Strong leadership, mentoring, and stakeholder-management skills.
• Proven ability to drive architecture governance, best practices and scalable designs.

Responsibilities

• Own the Platform: lead the overall design, future plans, and governance of the ServiceNow platform.
• Design Solutions: architect and improve ServiceNow solutions to meet business needs and security standards.
• Ensure standards: enforce change processes and design standards; assess impact of design choices.
• Manage Development: coordinate design, development, and documentation; manage technical debt.
• Track Costs and Value: measure cost of improvements and business value.
• Stay Up-to-Date: continually learn and apply new ServiceNow capabilities.
• Collaborate with users and IT teams to gather requirements and drive successful rollouts.
• Support and Improve: guide the support team and optimize platform operations.

Skills

ServiceNow architecture

ServiceNow development

JavaScript / GlideScript

APIs & Integrations

NOW Mobile App

NOW Virtual Assistant

NOW Assist

ITIL knowledge

Leadership

Communication

Project management

Education

B.Tech./MCA or equivalent

Tools

ServiceNow

App Engine

GlideScript

JavaScript

REST/SOAP APIs

Job description

Position: Assistant Vice President – Global Technology

Role: AVP – ServiceNow Solution Architect

Exp. Required: 10-15 Years

Job Summary: We need a highly skilled ServiceNow Solution Architect to lead the design, building, and upkeep of our company's ServiceNow projects. This role is key to improving how we use ServiceNow, making sure everything works smoothly, and driving new ideas. The ideal person will have deep ServiceNow knowledge, be a strong leader, and have a history of delivering successful ServiceNow projects.

Qualification: B.Tech. / MCA or equivalent

Certifications

• Certified System Administrator (CSA)
• ServiceNow Certified Implementation Specialist (CIS)
• Certified Application Developer (CAD) are big pluses
• CIS ITOM (optional)

Technical Skills

• Sound knowledge about architectural best practices in ServiceNow (ITSM, App Engine etc.)
• Expert skills in ServiceNow development, including scripting (JavaScript, GlideScript), APIs, integrations, and web technologies (HTML, CSS, XML).
• Good exposure and experience implementing NOW Mobile App, NOW Virtual Assistant, NOW Assist
• Good command over various technical components of applications including n-layer / n-tier parts of solution, logical and design thinker

Project Management

Experience managing complex projects with multiple stakeholders.

Leadership

Proven ability to lead and mentor a team.

Communication

Excellent verbal and written communication skills

Problem Solving

Strong analytical and problem-solving skills

Key Responsibilities

• Own the Platform: Be the main person responsible for our company's ServiceNow platform. This means owning the overall design, future plans, and how we manage it.
• Design Solutions: Lead the design and improvement of ServiceNow solutions for the entire company, making sure they are well-built, can handle growth, are secure, and meet business needs. This also means setting best practices and standards for ServiceNow development.
• Keep Things Working Well: Make sure all solutions follow company rules, change management processes, and design standards. Advise on how design choices affect other projects and create ways to measure those effects.
• Manage Development: Organize design and development work within projects, keeping track of plans, policies, and documentation for the platform. Manage technical debt and ensure the platform is easy to maintain.
• Track Costs and Value: Keep track of how much it costs to develop and maintain ServiceNow improvements, and show how they provide value to the business.
• Stay Up-to-Date: Keep learning about new ServiceNow products, designs, trends, and related technologies. Check out new ServiceNow features and see if we should use them.
• Work with Others: Work closely with business users, IT teams, and outside partners to gather needs, design solutions, and ensure successful rollouts. Explain technical things clearly to both technical and non-technical people.
• Support and Improve: Give guidance and support to the ServiceNow support team, making sure incidents are resolved quickly and problems are prevented. Find ways to improve processes and the platform itself.

Other Responsibilities

• Help with tough ServiceNow support issues.
• Oversee daily tasks on the ServiceNow platform.
• Watch ticket queues, analyze incidents, fix problems, and find root causes.
• Analyze logs to fix incidents and bugs in the ServiceNow system.
• Make sure everyone follows the rules.
• Oversee the creation and maintenance of ServiceNow reports, dashboards, and homepages, and check the platform's health.
• Oversee instance administration, including users, workflows, rules, interfaces, access controls, and catalog items.
• Oversee the setup and maintenance of ServiceNow workflows, forms, views, emails, roles, and access.
• Oversee how ServiceNow connects to other systems (Integration) Exposure to upgrade handling.
• Join meetings to find new ways to use ServiceNow.
• Oversee gathering requirements, designing solutions, managing development, quality checks, and releases.

Required Skills and Qualifications

• Extensive experience as a ServiceNow Architect, with a history of designing and building complex ServiceNow solutions.
• Deep understanding of how ServiceNow works and its different parts (ITSM, ITOM, ITBM, HR, CSM, etc.).
• Expert skills in ServiceNow development, including scripting (JavaScript, GlideScript), APIs, integrations, and web technologies (HTML, CSS, XML).
• Strong experience designing and developing applications using App Engine.
• Good understanding of ITIL processes and how they are used in ServiceNow.
• Experience with different ways of implementing ServiceNow (Agile, Waterfall).
• Experience making ServiceNow instances run faster and more efficiently.
• Great communication, teamwork, and leadership skills.
• Strong analytical, problem-solving, and troubleshooting skills.
• Experience with development methods and helpdesk software.