Solution Architect I - Enterprise Solutions

UST; Chennai District; On-site; INR 3,500,000 - 5,200,000; Full time

Job summary

UST in Chennai seeks an experienced Middle-Office Solution Architect to lead modernization of service delivery, customer support, and operational support using ServiceNow and related platforms.

You will design enterprise ServiceNow implementations (ITSM, ITOM, ITBM, CSM), define integration patterns with Salesforce and Oracle Fusion, and establish governance while guiding transformation programs across front, middle, and back-office functions.

Qualifications

• 10+ years of enterprise solutions architecture or ITSM experience.
• 7+ years designing and implementing ServiceNow solutions at enterprise scale.
• 5+ years of experience in customer service or IT operations transformation.
• Deep expertise in ITIL, ITSM best practices, and service-oriented architectures.
• Strong understanding of integration technologies, APIs, and middleware platforms.
• Proven ability to manage complex transformation programs with multiple stakeholder groups.
• Strong analytical and problem-solving skills with attention to process optimization.

Responsibilities

• Design comprehensive ServiceNow implementations spanning ITSM, ITOM, ITBM, CSM, and other modules.
• Architect workflows and processes for customer support, incident management, change management, and asset management.
• Define platform configurations, customizations, and integration patterns aligned with enterprise standards.
• Lead middle-office function transformation initiatives, optimizing service delivery models and support processes.
• Develop target operating models for customer support, IT service delivery, and business support functions.
• Collaborate with operational leaders to identify efficiency gains and service quality improvements.
• Establish ServiceNow governance, configuration standards, and best practices across the enterprise.
• Develop reference architectures for common middle-office scenarios; ensure scalability and performance.
• Implement security, compliance, and access control frameworks for service delivery platforms.
• Define integration strategies between ServiceNow, front-office systems (Salesforce), and back-office systems (Oracle Fusion, HCM).
• Architect data flows to ensure real-time visibility across customer service, operations, and finance.
• Coordinate with other Enterprise Architects to enable end-to-end process optimization.

Skills

ServiceNow

ITIL

Incident Management

Middleware

Change Management

Asset Management

Robotic Process Automation

Workflow Automation

REST

Salesforce

Customer Support

Tools

Jira Service Management

BMC Remedy

Job description

Role Description

Position Overview The Middle-Office Solution Architect leads the modernization of service delivery, customer support, and operational support functions. This role focuses on ServiceNow and related platforms to enhance customer experience, streamline service operations, and enable business agility.

Key Responsibility Areas

Platform Strategy & Architecture

1. Design comprehensive ServiceNow implementations spanning ITSM, ITOM, ITBM, Customer Service Management, and other modules
2. Architect workflows and processes for customer support, incident management, change management, and asset management
3. Define platform configurations, customizations, and integration patterns aligned with enterprise standards

Business Transformation Leadership

1. Lead middle-office function transformation initiatives, optimizing service delivery models and support processes
2. Develop target operating models for customer support, IT service delivery, and business support functions
3. Collaborate with operational leaders to identify efficiency gains and service quality improvements

Technical Governance & Standards

1. Establish ServiceNow governance, configuration standards, and best practices across the enterprise
2. Develop reference architectures for common middle-office scenarios; ensure scalability and performance
3. Implement security, compliance, and access control frameworks for service delivery platforms

Integration & Ecosystem

1. Define integration strategies between ServiceNow, Front-Office systems (Salesforce), and Back-Office systems (Oracle Fusion, HCM)
2. Architect data flows to ensure real-time visibility across customer service, operations, and finance
3. Coordinate with other Enterprise Architects to enable end-to-end process optimization

Required Qualifications

1. 10+ years of enterprise solutions architecture or IT service management experience
2. 7+ years of hands-on experience designing and implementing ServiceNow solutions at enterprise scale
3. 5+ years of experience in customer service or IT operations transformation
4. Deep expertise in ITIL, ITSM best practices, and service-oriented architectures
5. Strong understanding of integration technologies, APIs, and middleware platforms
6. Proven ability to manage complex transformation programs with multiple stakeholder groups
7. Strong analytical and problem-solving skills with attention to process optimization

Preferred Qualifications

1. ServiceNow Certified System Administrator or Certified Application Developer certifications
2. Experience with multiple ServiceNow modules (ITSM, CSM, ITOM, ITBM, etc.)
3. Background with Jira Service Management, BMC Remedy, or other ITSM platforms
4. Knowledge of customer service platforms and omnichannel support architectures
5. Experience with process mining, RPA, or workflow automation

Success Metrics

1. Successful deployment of ServiceNow platform supporting 100%+ growth in service delivery volume
2. Improved customer satisfaction and first-contact resolution rates by 25%+
3. Reduced average resolution times by 30%+ through process optimization and automation
4. Seamless integration enabling real-time visibility and automated escalations across Front, Middle, and Back-Office

Skills

• ServiceNow
• ITIL
• Incident Management
• Middleware
• Change Management
• Asset Management
• Robotic Process Automation
• Workflow Automation
• REST
• Salesforce
• Customer Support