Manager – ServiceNow Platform Architect, Deloitte Technology

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The Team – GDAS

Our mission is to deliver services that matter and achieve and sustain operational excellence. You will be at the heart of fulfilling our mission by bringing your cloud experience to the table to own and help our vision of engineering reliability end to end. You will design and implement continuous improvement of the management, design, and function of our operational environments to achieve speed and reliability to enable business agility and happy users

Key Responsibilities

• Platform Architecture & Design: Maintain and evolve the ServiceNow platform architecture, ensuring scalability, performance, security, and alignment with evolving business needs. This includes defining and implementing strategies for integration with other enterprise systems, focusing on operational efficiency and data integrity. Create and maintain detailed technical designs, architectural diagrams, and process diagrams. Take a leading role in the ServiceNow Platform Technical Design Authority (TDA).
• Enhancement Design & Support: Lead operational teams in the design of enhancements to existing ServiceNow applications and solutions. Collaborate with operational support teams to ensure seamless delivery of these enhancements, considering platform architecture and operational impact.
• Platform Operations & Support: Lead and contribute to the ongoing operational support of the ServiceNow platform, including incident management, problem management, and change management. Proactively identify and mitigate potential risks to platform stability and performance.
• Performance Optimization: Continuously monitor and optimize the performance of the ServiceNow platform, identifying and implementing improvements to enhance efficiency and reduce operational costs. Introduce and enforce new methodologies and technologies to improve platform performance. Accountable for KPIs and metrics related to service levels and platform health.
• Security & Compliance: Implement and maintain robust security measures to protect the ServiceNow platform and its data, ensuring compliance with relevant regulations and organizational policies. Stay abreast of emerging security threats and vulnerabilities.
• Upgrade & Patch Management: Lead the planning, execution, and validation of ServiceNow platform upgrades and patch deployments, minimizing disruption to business operations. Ensure proper version control and configuration management.
• Capacity Planning & Resource Management: Proactively plan for future capacity needs of the ServiceNow platform, ensuring sufficient resources are available to meet evolving demands. Optimize resource allocation to maximize platform performance and efficiency.
• Automation & Scripting: Develop and maintain automated scripts and workflows to streamline platform operations, improve efficiency, and reduce manual intervention. Utilize scripting languages (e.g., JavaScript, GlideRecord) to enhance platform functionality and automation.
• Documentation & Knowledge Sharing: Create and maintain comprehensive technical documentation related to platform architecture, operations, and support processes. Contribute to the knowledge base and promote best practices across teams.
• Collaboration & Communication: Effectively communicate technical concepts to both technical and non-technical audiences. Collaborate effectively with cross-functional teams to address platform-related issues and implement improvements.

Education & Experience Required:

• Bachelor's degree in Computer Science, Information Systems, or a related field.
• Extensive experience (minimum 5 years) working with the ServiceNow platform, with a strong focus on platform administration and operational support.
• Deep understanding of ServiceNow best practices and development methodologies.
• Proven experience in ServiceNow platform architecture, including application design, integration, and security.
• Strong scripting skills (e.g., JavaScript, GlideRecord).
• Experience with ServiceNow integrations with other enterprise systems.
• Excellent communication, documentation, and presentation skills.
• Strong problem-solving and analytical skills.
• Experience with ITIL framework and best practices.
• ServiceNow Certified System Administrator certification is required; ServiceNow Certified Technical Architect (CTA) certification is preferred.

Competencies:

Technical Expertise: Demonstrated expertise in ServiceNow platform architecture, administration, and operational support.

Problem-Solving: Strong analytical and problem-solving skills, with the ability to identify and resolve technical issues effectively.

Communication: Excellent written and verbal communication skills, with the ability to explain complex technical concepts clearly and concisely.

Collaboration: Ability to work effectively with cross-functional teams and stakeholders.

Documentation: Ability to create and maintain clear, concise, and accurate technical documentation.

Operational Excellence: Proven ability to optimize platform performance, ensure stability, and maintain high service levels.

Location: Hyderabad

Work timings: 11AM to 8PM

How you will grow

At Deloitte, we have invested a great deal to create a rich environment in which our professionals can grow. We want all our people to develop in their own way, playing to their own strengths as they hone their leadership skills. And, as a part of our efforts, we provide our professionals with a variety of learning and networking opportunities—including exposure to leaders, sponsors, coaches, and challenging assignments—to help accelerate their careers along the way. No two people learn in exactly the same way. So, we provide a range of resources, including live classrooms, team-based learning, and eLearning. Deloitte University (DU): The Leadership Center in India, our state-of-the-art, world-class learning center in the Hyderabad office, is an extension of the DU in Westlake, Texas, and represents a tangible symbol of our commitment to our people’s growth and development. Explore DU: The Leadership Center in India.

Benefits

At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.

Deloitte’s culture

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