ServiceNow Architect

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