Client Engagement Manager (CEM) / Sr ServiceNow Architect

Ness Digital Engineering is building a high-performing team to execute a comprehensive Change and Release Management Implementation using ServiceNow (SNOW), Atlassian Jira, and other DevOps tools. The project involves delivering a fully automated, integrated solution for a leading client. The roles require deep technical expertise, strong problem-solving abilities, and leadership in driving ITSM, ITAM, and integration practices.1. ServiceNow Architect – Change & Release Management (ITSM and ITAM)Location: USA
Role: Client Engagement Manager (CEM) / Sr ServiceNow ArchitectResponsibilities

• Lead the end-to-end architecture and design for ServiceNow-based Change and Release Management, focusing on ITSM and ITAM modules.
• Collaborate with business and technical stakeholders to define requirements and translate them into scalable ServiceNow solutions.
• Develop a roadmap for automating Change and Release Management workflows in alignment with ITIL standards.
• Oversee the integration of ServiceNow with tools like Atlassian Jira, Jenkins, and GitHub to ensure a cohesive automation framework.
• Define data architecture, CMDB dependencies, and governance processes for ITAM and ITSM.
• Provide technical leadership to the team and ensure compliance with the industry with the best practices.
• Governance and Process Enablement for Release and Change Management by extending and customizing the existing processes available at OCC.

Key SkillsCertifications:

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Implementation Specialist (CIS)
• ITIL v4 Foundation

Experience:

• 15+ years in IT Service Management, including 7+ years as a ServiceNow Architect.
• Expertise in ITSM, ITOM, HAM, SAM, IT Business Management, and IT Operations Management.

Technical Skills:

• Proficient in ServiceNow configuration, scripting, and integrations, focusing on out-of-the-box functionality with minimal customizations.
• Skilled in ServiceNow scripting languages: JavaScript, GlideScript, AngularJS.
• Experienced in developing custom applications, modules, and enhancing existing features.
• Strong in creating UI policies, client scripts, business rules, workflows, flows, and notification systems.

Integration Expertise:

• Extensive experience integrating ServiceNow with third-party tools like Atlassian, Jenkins, and Azure DevOps.
• Proficient in managing REST, SOAP, and MID Server-based integrations for secure data transfers.
• Expertise in inbound/outbound API integrations, ensuring data consistency and system reliability.

Process Optimization:

• Deep knowledge of ITIL v4 processes, including Incident, Problem, Change, Release, and Asset Management.
• Proven ability to optimize asset management, service catalogs, and workflows, reducing technical debt.
• Hands-on experience with lifecycle management and data normalization in ServiceNow.

ServiceNow Module Expertise:

• ITSM, ITAM, CMDB, and Integration Hub.
• Enterprise-grade workflows for Change and Release Management.

Soft Skills:

• Exceptional client communication and stakeholder management skills.
• Strong documentation and presentation abilities.