ob Description – ServiceNow Architect / Senior Developer ITSM + Employee Center Pro + SOW + HRSD + ITAM Experience: 10–16 Years Location: Hyderabad / Bengaluru / Pune / Chennai / Remote Employment Type: Full-Time Role Summary We are seeking an experienced ServiceNow Architect / Senior Developer with strong expertise in ITSM, Employee Center Pro, Service Operations Workspace (SOW), HRSD, and ITAM to lead enterprise-scale ServiceNow implementations and digital workflow transformation initiatives. The ideal candidate will have extensive hands-on experience in architecture, solution design, development, integrations, and platform governance across multiple ServiceNow modules. The role requires strong technical leadership, stakeholder engagement, and the ability to build scalable, user-friendly, and future-ready ServiceNow solutions aligned with enterprise standards and business objectives. Key Responsibilities ServiceNow Architecture & Solution Design • Lead end-to-end architecture, design, and development of ServiceNow solutions across ITSM, HRSD, Employee Center Pro, SOW, and ITAM. • Define scalable platform architecture, development standards, governance models, and best practices. • Collaborate with business stakeholders, enterprise architects, and delivery teams to translate business requirements into technical solutions. • Design secure, scalable, and reusable ServiceNow components and enterprise workflows. • Review technical designs, code quality, platform performance, and implementation strategy. ITSM Implementation & Enhancements • Architect and implement ServiceNow ITSM modules including: • Incident Management • Problem Management • Change Management • Request Management • Knowledge Management • Service Catalog • Design automation workflows using Flow Designer and IntegrationHub. • Improve operational efficiency through ITIL-aligned service management processes. • Configure SLAs, approvals, notifications, catalog items, and workflow orchestration. Employee Center Pro (ECP) • Design and develop enterprise employee self-service solutions using Employee Center Pro. • Build personalized employee experiences with: • UI Builder • Widgets • Knowledge integrations • Content targeting • Employee journeys • Integrate HR, IT, Facilities, and enterprise services into Employee Center. • Drive employee experience transformation initiatives through conversational and unified portals. Service Operations Workspace (SOW) • Design and customize Service Operations Workspace (SOW) solutions for operational teams. • Configure workspaces, dashboards, contextual side panels, and agent experiences. • Improve service desk productivity and operational visibility. • Build advanced visualizations and real-time operational insights. HRSD (HR Service Delivery) • Implement and enhance HRSD solutions including: • HR Case Management • Employee Lifecycle Events • HR Knowledge Management • HR Catalogs and Workflows • Develop employee onboarding/offboarding workflows and HR process automation. • Support confidential and secure HR case handling using platform best practices. • Integrate HRSD capabilities into Employee Center Pro. ITAM (IT Asset Management) • Lead ITAM implementations including: • Hardware Asset Management (HAM) • Software Asset Management (SAM) • Asset Lifecycle Management • License compliance • Software normalization and reconciliation • Configure procurement, inventory, stockroom, and asset workflows. • Ensure alignment between CMDB, asset inventory, and procurement systems. • Support compliance, audit readiness, and operational governance initiatives. Development & Integrations • Develop and customize ServiceNow applications using: • JavaScript • Glide API • Script Includes • Business Rules • Client Scripts • Flow Designer • IntegrationHub • UI Builder • Build integrations using: • REST APIs • SOAP APIs • MID Server • JDBC • Third-party enterprise integrations • Support workflow automation and enterprise orchestration initiatives. Leadership & Governance • Provide technical leadership and mentoring to developers and administrators. • Conduct code reviews and enforce development standards and governance. • Participate in architecture discussions, roadmap planning, and platform optimization initiatives. • Support platform upgrades, release management, and performance tuning. • Collaborate with QA, DevOps, and support teams during deployments and release cycles. Required Skills & Experience • 10–16 years of overall IT experience with strong ServiceNow implementation and development expertise. • Hands-on experience in: • ITSM • Employee Center Pro (ECP) • Service Operations Workspace (SOW) • HRSD • ITAM (HAM/SAM) • Strong expertise in: • JavaScript • Glide API • Flow Designer • IntegrationHub • Service Portal / UI Builder • Experience with enterprise integrations using REST/SOAP APIs. • Strong understanding of ServiceNow data model, CMDB, and platform architecture. • Experience leading enterprise-scale implementations and transformations. • Strong stakeholder engagement, communication, and leadership skills. • Good understanding of Agile/Scrum methodologies and ITIL processes. Preferred Skills • Exposure to CMDB and CSDM framework. • Experience with AI Search, Virtual Agent, or GenAI capabilities in ServiceNow. • Experience with Performance Analytics and reporting. • Exposure to Security Operations or Governance workflows is an added advantage. • Experience working in global delivery and enterprise support models. Preferred Certifications • ServiceNow Certified System Administrator (CSA) • Certified Application Developer (CAD) • CIS – ITSM • CIS – HRSD • CIS – HAM / SAM • ServiceNow CTA / CMA preferred for Architect roles