ServiceNow Architect

Ernst & Young Advisory Services Sdn Bhd; Gurugram District; On-site; INR 3,500,000 - 6,000,000; Full time

Job summary

Ernst & Young Advisory Services Sdn Bhd is seeking a seasoned ServiceNow expert with 12+ years in IT and at least 10 years on the ServiceNow platform (ITSM, HRSD, CSM). The role focuses on bridging technical delivery and business process optimisation, leading end-to-end implementations and ensuring platform adoption across the organization.

The candidate will guide developers and architects, drive process re-engineering, and collaborate with stakeholders to deliver scalable, compliant solutions

Qualifications

• 12+ years in IT industry with minimum 10 years on ServiceNow platform, covering ITSM, HRSD, CSM, and advanced integrations.
• Experience leading end-to-end implementations and driving process re-engineering.

Responsibilities

• Bridge technical delivery and business process optimisation.
• Lead end-to-end implementations and ensure platform adoption aligned with organisational goals.
• Provide guidance to developers, administrators, consultants, and product teams.
• Review designs, integrations, and development standards to maintain architectural integrity.
• Drive platform health, security, and scalability.

Skills

ITIL

Agile methodologies

Stakeholder management

Communication

Documentation skills

Tools

ServiceNow

Job description

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.

At EY, we’re all in to shape your future with confidence.

We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go.

Join EY and help to build a better working world.

Experience Required:

12+ years in IT industry with minimum 10 years on ServiceNow platform, covering ITSM, HRSD, CSM, and advanced integrations.

Role Overview:

This role demands a seasoned ServiceNow expert who can bridge technical delivery and business process optimisation. The candidate will lead end-to-end implementations, drive process re-engineering, and ensure platform adoption aligned with organisational goals.

Key Responsibilities:

Technical Expertise

• Design, configure, and customise ServiceNow modules: ITSM, CMDB, Discovery, ITOM, Agentic AI
• Develop advanced workflows, Flow Designer solutions, UI policies, Business Rules, Client Scripts, Script Includes.
• Implement REST/SOAP integrations with third-party systems (SAP, LDAP, SCCM, etc.).
• Lead architecture workshops and solution design sessions with business and IT stakeholders.
• Provide guidance to developers, administrators, consultants, and product teams.
• Review technical designs, customizations, integrations, and development standards.
• Ensure compliance with architectural standards and design principles.
• Manage technical risks, dependencies, and platform performance considerations.
• Drive platform health, scalability, security, and maintainability

Business & Process Consulting

• Lead workshops with stakeholders to capture current-state processes and design future-state workflows.
• Perform gap analysis, define KPIs, and recommend automation and AI-driven improvements.
• Advise on ITIL-aligned processes (Incident, Problem, Change, Knowledge, Service Request).
• Drive change management and adoption strategies for new functionalities.
• Act as trusted advisor to senior business leaders for process optimisation.
• Collaborate with Solution Architects, Project Managers, and Technical Teams to ensure seamless delivery.
• Mentor junior developers and provide technical oversight during project execution.

Preferred Skills & Certifications

• ServiceNow Certified Implementation Specialist (ITSM).
• ServiceNow Certified System Administrator (CSA).
• Strong knowledge of ITIL framework and Agile methodologies.
• Excellent communication, stakeholder management, and documentation skills.

What we offer you

At EY, we’ll develop you with future-focused skills and equip you with world-class experiences. We’ll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams. Learn more .

To help create an equitable and inclusive experience during the recruitment process, please inform us as soon as possible about any disability-related adjustments or accommodations you may need.

EY | Building a better working world

EY exists to build a better working world, helping to create long‑term value for clients, people and society and build trust in the capital markets.

Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.

Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.

EY refers to the global organization, and may refer to one or more, of the member firms of Ernst & Young Global Limited, each of which is a separate legal entity. Ernst & Young Global Limited, a UK company limited by guarantee, does not provide services to clients.