ServiceNow Architect
CGI · Bengaluru, Karnataka, India
This listing has closed — view similar roles below.
- On site
- Full-time
- $150,000 / year
- Bengaluru, Karnataka, India
Job highlights
- Design and implement ServiceNow solutions across multiple modules.
- Optimize ITSM, ITOM, HRSD, GRC, CMDB, SAM/HAM functionalities.
- Leverage Generative AI and system integrations for enhanced capabilities.
- Requires 12-15 years of ServiceNow expertise and technical skills.
- Full-time role with US shift, based in Bangalore.
About the role
Job Title: ServiceNow Architect
Company Profile: CGI, founded in 1976, is a global leader in IT and business consulting services. With 94,000 professionals worldwide, CGI offers a comprehensive suite of capabilities, including strategic consulting, systems integration, managed IT services, and proprietary solutions. They focus on a local relationship model backed by a global delivery network to drive digital transformation for clients. CGI reported CA$14.68 billion in revenue for Fiscal 2024 and its shares are listed on the TSX (GIB.A) and NYSE (GIB). Learn more at cgi.com.
Position Details:
- Position: Architect
- Experience: 12+ Years
- Category: Architect
- Shift: US Shift
- Main Location: Bangalore
- Position ID: J0326-1122
- Employment Type: Full Time
- Education Qualification: Bachelor’s degree in computer science or related field or higher with minimum 03 years of relevant experience.
Job Description:
We are seeking a skilled and experienced ServiceNow Developer/Architect to design, implement, and optimize solutions across various ServiceNow modules. This role involves working with IT Service Management (ITSM), IT Operations Management (ITOM), Human Resources Service Delivery (HRSD), Governance, Risk, and Compliance (GRC), Configuration Management Database (CMDB), Software Asset Management (SAM), Hardware Asset Management (HAM), Generative AI (Gen AI), and system integrations. The ideal candidate will have a deep understanding of ServiceNow capabilities, best practices, and customization to meet business requirements and drive digital transformation.
Key Responsibilities:
- ITSM (IT Service Management): Configure and enhance ITSM modules (Incident, Problem, Change, Request). Develop custom workflows, automation, and integrations. Optimize user experience and process efficiency with service owners.
- ITOM (IT Operations Management): Implement and optimize ITOM capabilities (Discovery, Service Mapping, Event Management, Orchestration). Enhance monitoring, alerting, and automated responses. Integrate ITOM with existing infrastructure.
- HRSD (Human Resources Service Delivery): Configure and manage HR case management, employee self-service portals, and knowledge management. Automate HR processes like onboarding/offboarding. Ensure compliance with data privacy and security standards.
- GRC (Governance, Risk, and Compliance): Design and implement GRC workflows for policy management, risk assessment, and audit tracking. Automate risk reporting and governance processes. Integrate GRC for real-time monitoring.
- CMDB (Configuration Management Database): Develop, optimize, and maintain a robust CMDB. Implement CI relationships, manage CMDB health, and utilize CSDM. Ensure data consistency with ITSM and ITOM.
- SAM (Software Asset Management) & HAM (Hardware Asset Management): Manage SAM/HAM processes for license compliance, tracking, and audit readiness. Automate asset lifecycle management and optimize licensing. Integrate SAM/HAM for end-to-end asset management.
- Generative AI (Gen AI): Utilize Gen AI to enhance ServiceNow modules (virtual agent, predictive analysis). Integrate AI-based automation for self-service and incident resolution. Apply AI-driven insights to optimize workflows.
- Integrations: Design and implement integrations with third-party systems using REST, SOAP, APIs, and custom methods. Ensure secure, scalable, and reliable integrations. Troubleshoot and monitor integration performance.
Qualifications:
- Education: Bachelor’s degree in computer science, Information Systems, or related field.
- Experience: 12-15 years in ServiceNow Solution design, implementation, development, and administration, with expertise in multiple modules.
- Certifications: Preferred: ServiceNow Certified System Administrator, ServiceNow Certified Implementation Specialist (ITSM, ITOM, HRSD, GRC), and Integration Hub experience.
- Technical Skills: Proficiency in JavaScript, ServiceNow Scripting, Flow Designer, REST/SOAP, and API integrations. Experience with solution designs.
- Soft Skills: Strong analytical, problem-solving, and communication skills. Ability to collaborate with cross-functional teams and stakeholders, including client senior management.
Additional Requirements:
- Proven experience in ServiceNow customizations, workflow automation, and performance optimization.
- Familiarity with Agile methodologies and DevOps practices.
- Strong understanding of ITIL practices and frameworks (especially ITSM and ITOM).
- Prior experience with Generative AI tools within ServiceNow is a plus.
Life at CGI:
CGI fosters a culture rooted in ownership, teamwork, respect, and belonging. As CGI Partners, employees are empowered from day one to shape the company's strategy and direction. Your work contributes to developing innovative solutions, building strong relationships, and leveraging global capabilities. CGI supports career growth with leaders who prioritize well-being and offer opportunities for skill development and expanded horizons.
Key skills/competency:
- ServiceNow Architect
- ITSM
- ITOM
- HRSD
- GRC
- CMDB
- SAM/HAM
- Generative AI
- System Integrations
- JavaScript
Skills & topics
- ServiceNow Architect
- ServiceNow
- ITSM
- ITOM
- HRSD
- GRC
- CMDB
- JavaScript
- Flow Designer
- API Integrations
- Full Time
- Bangalore
- US Shift
- CGI
How to get hired
- Tailor your resume: Highlight your 12+ years of ServiceNow Architect experience, module expertise (ITSM, ITOM, HRSD, GRC, CMDB, SAM/HAM), and specific skills like JavaScript, Flow Designer, and integrations.
- Showcase relevant certifications: Emphasize preferred certifications such as ServiceNow Certified System Administrator and Implementation Specialist for various modules.
- Quantify achievements: Provide specific examples of how you've designed, implemented, and optimized ServiceNow solutions, including workflow automation and integrations, to drive business value.
- Prepare for technical and behavioral interviews: Be ready to discuss your experience with ServiceNow customizations, ITIL practices, Agile/DevOps, and client senior management interactions.
- Demonstrate AI and integration proficiency: Highlight any experience with Generative AI in ServiceNow and complex system integrations (REST, SOAP, APIs).
Technical preparation
Master ServiceNow scripting and Flow Designer.,Deep dive into ITSM, ITOM, HRSD, GRC configurations.,Practice REST/SOAP and custom API integration scenarios.,Review Generative AI capabilities within ServiceNow.
Behavioral questions
Describe a complex ServiceNow solution you designed.,How do you handle conflicting stakeholder requirements?,Share an experience optimizing a ServiceNow process.,Discuss your approach to risk management in projects.
Frequently asked questions
- What are the key ServiceNow modules this Architect role focuses on at CGI?
- The ServiceNow Architect role at CGI emphasizes expertise across a broad range of modules, including ITSM (Incident, Problem, Change, Request), ITOM (Discovery, Service Mapping, Event Management), HRSD, GRC, CMDB, SAM, HAM, and Generative AI, as well as system integrations.
- What level of experience is required for the ServiceNow Architect position at CGI?
- CGI requires a significant level of experience for this ServiceNow Architect role, typically between 12 to 15 years in ServiceNow solution design, implementation, development, and administration, with a deep understanding of multiple modules.
- Are specific ServiceNow certifications preferred for this Architect role?
- Yes, while not strictly mandatory, CGI prefers candidates with certifications such as ServiceNow Certified System Administrator and ServiceNow Certified Implementation Specialist for ITSM, ITOM, HRSD, and GRC. Experience with Integration Hub is also a plus.
- What technical skills are essential for the ServiceNow Architect at CGI?
- Essential technical skills include strong proficiency in JavaScript, ServiceNow Scripting, Flow Designer, REST/SOAP, and API integrations. Experience in working on solution designs is also a key requirement.
- Does CGI have a preference for candidates with Generative AI experience in ServiceNow?
- Prior experience working with Generative AI tools and technologies specifically within the ServiceNow platform is considered a plus for this ServiceNow Architect role, indicating a forward-looking approach to leveraging AI.
- What is the work arrangement and shift for this ServiceNow Architect role?
- This is a full-time position based in Bangalore, India, operating on a US Shift schedule to align with client needs in that region.
- What soft skills are important for a ServiceNow Architect at CGI?
- Strong analytical, problem-solving, and communication skills are crucial. The ability to work collaboratively with cross-functional teams and stakeholders, including interacting with client senior management, is highly valued.
- How does CGI's culture support its ServiceNow Architects?
- CGI's culture is based on ownership, teamwork, respect, and belonging. ServiceNow Architects are encouraged to be 'owners' from day one, shaping strategy and benefiting from collective success, while also receiving support for career growth and well-being.