Service Now Technical Architect

Avtex Solutions; Hyderabad; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

An established industry player is seeking a Technical Architect to lead the design and delivery of innovative ServiceNow solutions. In this pivotal role, you will utilize your expertise to architect and implement complex ServiceNow platforms, while guiding a team of consultants to achieve excellence. Your leadership will drive the growth of the practice, ensuring stakeholder satisfaction and identifying new opportunities. This is a unique chance to work in a dynamic environment where your contributions will significantly impact customer experiences. If you are passionate about technology and eager to make a difference, this role is for you.

Qualifications

• 10+ years of experience in customer experience software.
• 5-7 years of experience with the ServiceNow platform.

Responsibilities

• Architect and design ServiceNow platform solutions.
• Lead teams and ensure project delivery quality.
• Drive innovation and growth of the ServiceNow practice.

Skills

JavaScript

HTML

CSS

ServiceNow

Problem-solving

Project Management

Agile/Scrum

Education

Bachelor's degree in Computer Science

IT or Engineering preferred

Tools

ServiceNow

REST APIs

SOAP APIs

Job description

Position Purpose

As the Technical Architect, you will be responsible for architecting, designing and solutioning Service Now platform solutions as well as leading a team of Service Now consultants to deliver innovative solutions for our customers. You will need to liaison onsite delivery teams like project managers, onshore team members, and at times sales team members and client. You will also drive the innovation and growth of the Service Now practice, by identifying new opportunities, developing new capabilities, and ensuring stakeholder satisfaction.

Job Responsibility

• Experience of architecting, designing Service Now platforms solutions and lead teams
• Be available in-person in Hyderabad with commitment to office presence as per site working policies
• Able to take over technical delivery ownership for project work happening from India:
• Lead work scope understanding and detailing with onshore or client teams
• Estimate and plan work for India team to deliver
• Review delivered work for requisite quality
• Code and test projects
• Attend meetings and training as required
• Work with system analysis and project management for the successful completion of a project
• Actively participate in Solution Engineering and Pre-sales activities including solutioning, estimation and drafting of proposals and contracts
• Driving training & development and knowledge sharing aspects
• Actively participate on India team growth for additional team size and new technical skills
• Will be jointly responsible for operational metrics for India team
• Hands-on Technical skills on:

Competencies

• Personal: Strong people skills, high energy and enthusiasm, integrity, and honesty; flexible, results oriented, resourceful, problem-solving ability, deal effectively with demanding situations, ability to prioritize
• Leadership: Ability to gain credibility, motivate and provide leadership; work with a diverse customer base; maintain a cheerful outlook. Provide support and guidance to more junior team members, particularly for challenging and sensitive assignments
• Operations: Ability to manage multiple projects and products. Perform task at hand in a customer friendly manner while utilizing time and resources efficiently and effectively. Utilize high level expertise to address more demanding situations, both from a technical and customer service perspective
• Technical: Ability to understand all technical components and deliver on technical solutions

Education, Experience and Certification

• Bachelor’s degree in computer science, IT, or engineering preferred
• Overall 10+ yrs experience in customer experience software space
• Minimum of 5-7 years of experience working with the ServiceNow platform
• Proven experience in leading the design, development, and implementation of complex ServiceNow solutions
• Technical Skills:
• Expertise in JavaScript, HTML, CSS, and other web development technologies
• Deep understanding of ServiceNow architecture and data model
• Advanced experience with ServiceNow integration methods, including REST and SOAP APIs
• In-depth knowledge of ITIL processes and best practices
• Certifications:
• ServiceNow Certified System Administrator (CSA) is required
• ServiceNow Certified Implementation Specialist (CIS) or ServiceNow Certified Application Developer (CAD) is required
• Additional ServiceNow certifications or relevant technical certifications are a plus
• Experience with Customer Service Management and CCaaS
• Experience with CTI and IVR integrations
• Experience with Agile/Scrum methodologies
• Familiarity with additional ServiceNow products and modules
• Knowledge of cloud platforms and technologies

Organizational Description

At TTEC Digital everything we do, every day, helps our clients fuel exceptional experiences for their customers. Together, we help our clients develop strategic customer experience design, integrate powerful data, and orchestrate industry-leading technology.