ServiceNow Senior Architect

HRTX; Makati; On-site; PHP 1,500,000 - 2,000,000; Full time

Job summary

A leading tech firm in Metro Manila seeks a ServiceNow Architect for Managed Services. The candidate will enhance and optimize ServiceNow solutions across diverse modules, focusing on operational efficiency and incident resolution. Requires 10+ years in ServiceNow with solid stakeholder collaboration skills. Competitive package and opportunity to work in a dynamic environment.

Qualifications

• 10+ years of experience in ServiceNow roles, specifically in managed services.
• Proven expertise in ServiceNow modules including ITxM, CSM, HRSD, IRM, SecOps, and SPM.
• Hands-on with incident resolution and change management in enterprise environments.

Responsibilities

• Provide support for ongoing ServiceNow operations across multiple modules.
• Maintain and troubleshoot integrations with enterprise systems ensuring compliance.
• Collaborate with IT, business, and vendor teams for requirements gathering.

Skills

ServiceNow administration

Incident management

Integration support

Stakeholder collaboration

ServiceNow scripting

Education

Bachelor's degree in Computer Science, IT, or related field

Tools

SAP

Active Directory

ServiceNow Integration Hub

Job description

Overview

The ServiceNow Architect for Managed Services will be responsible for supporting, enhancing, and optimizing ServiceNow solutions across multiple modules, including ITxM (ITSM, ITOM, ITBM), Customer Service Management (CSM), Human Resource Service Delivery (HRSD), Integrated Risk Management (IRM), Security Operations (SecOps), and Strategic Portfolio Management (SPM). This role focuses on delivering managed services, including incident resolution, service request fulfillment, platform maintenance, and continuous improvement, to ensure operational efficiency and alignment with business objectives. The ideal candidate will have deep expertise in ServiceNow modules, a strong background in managed services, and the ability to collaborate with diverse stakeholders in a large enterprise environment.

Responsibilities

• Managed Services Operations: Provide ongoing support for ServiceNow modules (ITxM, CSM, HRSD, IRM, SecOps, SPM), including incident resolution, problem management, service request fulfillment, and change management.

• Integration Support: Maintain and troubleshoot integrations with enterprise systems (e.g., SAP, Active Directory, QMIS) using REST, SOAP, and Integration Hub, ensuring seamless data flow and compliance.

• Stakeholder Collaboration: Work with IT, business, and vendor teams to gather requirements, provide technical guidance, and deliver training on ServiceNow features to drive adoption.

Qualifications

• Bachelor\'s degree in Computer Science, Information Technology, or a related field (or equivalent experience).

• 10+ years of experience in ServiceNow administration, development, or architecture, with at least 7 years focused on managed services or support/enhancement roles.

• Proven expertise in implementing and supporting ServiceNow modules: ITxM (ITSM, ITOM, ITBM), CSM, HRSD, IRM, SecOps, and SPM.

• Hands-on experience with incident resolution, service request fulfillment, cloning activities, patch management, and platform upgrades in enterprise environments.

• Familiarity with integrations involving SAP, Active Directory, and other enterprise systems in the oil and gas or similar industries.

• Expertise in ServiceNow modules: ITxM (Incident, Problem, Change, Service Request, ITOM, ITBM), CSM (Case Management, Customer Portal), HRSD (Employee Service Center, Onboarding), IRM (GRC, Risk Management), SecOps (Vulnerability Response, Threat Intelligence), and SPM (Portfolio and Project Management).

• Proficiency in ServiceNow scripting (JavaScript, Glide API, Business Rules, Script Includes).

• Strong knowledge of integrations using REST, SOAP, and ServiceNow Integration Hub.

• Experience with ServiceNow Flow Designer, Workflow Editor, and Now Assist (GenAI capabilities) for automation and process optimization.