About the role

Aplyr's Quick Take

This role is about leading the design and architecture of ServiceNow solutions, focusing on various applications like Customer Service Management and Field Service Management. You'll work closely with stakeholders to translate business needs into technical solutions, mentor developers, and oversee integrations with other enterprise systems. It's primarily an individual contributor role with a strong emphasis on technical leadership.

Good fit

Ideal candidates have 8-12 years of IT experience, with a solid background in ServiceNow architecture and integration. A hands-on approach to coding and a collaborative working style will help you thrive here.

Worth noting

The role requires a deep understanding of multiple ServiceNow modules and integration with various enterprise systems, which may be challenging for those without extensive experience. The focus on mentorship suggests a supportive environment for professional growth.

ServiceNow Architect – CSM, FSM, MCO,APO Focus

Key Responsibilities

Lead the architecture and design of ServiceNow solutions across Customer Service different Application and Modules.
Define the Architecture, standards, policies, framework and best practices for automation in line with Enterprise Architecture, Infrastructure and Security policies, whilst supporting wider consumption of the platform to drive process automation.
Define HLD, LLDs and Translate complex business requirements into scalable, maintainable, and upgrade-friendly ServiceNow solutions.
Collaborate with product owners, business stakeholders, and technical teams to ensure alignment with enterprise goals.
Design and Oversee integrations with CRM, ERP, IoT platforms, and other enterprise systems like SAP, Salesforce, D
Provide technical leadership and mentorship to developers and administrators.
Conduct design workshops, proof-of-concepts, and solution demonstrations tailored to CSM, FSM, APO and MCO use cases but not limited to these areas
Stay current with ServiceNow releases and recommend adoption of new features relevant to customer service, field operations, and manufacturing.

Modules Expertise

CSM (Customer Service Management):
FSM (Field Service Management):
MCO (Manufacturing Connected Operations):
APO (Accounts payable Operation)

Case management, workflows/flow designer automation, omni-channel engagement, and Employee Center / Customer portals.
Ability to liaise with customer service teams, support managers, and design seamless integrations with CRM systems.
Workforce scheduling, dispatch optimization, mobile field agent enablement, and asset tracking.
Experience in designing workflows for preventive maintenance, service requests, and field operations efficiency.
Integration expertise with ERP and external ticketing systems to streamline service delivery.
Product lifecycle management, ownership models, and governance frameworks.
Ability to deliver product catalogs, ownership hierarchies, compliance reporting, and advanced analytics.
Liaise with product owners, portfolio managers, and manufacturing stakeholders to align IT solutions with operational goals.

Qualifications

Bachelor’s or Master’s degree in Computer Science, Information Systems, or related field.
8–12 years of IT experience, with at least 8+ years in ServiceNow architecture and Integration.
Strong experience in designing and hands-on writing optimized Code on JavaScript, Glide API’s, AngularJS, XML’s, Virtual Agentic AI, Predictive Intelligence, Workspace, Process Automation playbooks
Strong experience in Optimizing existing setup/Design to ensure performance and maintainability is continuously improved using ServiceNow best practices.
Strong integration experience using REST/SOAP, IntegrationHub APIs, JDBP, Emails or via Mid Servers. Imports and exports best practice of platform
Proven expertise in one of the modules CSM (case management, portals, omni-channel, workflows), FSM (field operations, scheduling, mobile enablement), and APO/MCO (product catalogs, lifecycle governance, compliance).
ServiceNow certifications are any two (CIS-ITSM, CIS-CSDM, CIS-CSM, CIS-FSM, or equivalent) preferred.
Excellent communication, leadership, stakeholder management with presentation skills.

Aplyr's read

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Aplyr’s read is generated by AI from public sources. Was it useful?

About Ecolab

Ecolab

ecolab.com

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Ecolab is a global leader in water, hygiene, and energy technologies and services, providing comprehensive solutions to help businesses maintain clean and safe environments.