Client Engagement Manager (CEM) / Sr ServiceNow Architect

DO NOT USE - DP: Intelligent EngineeringHybrid Remote, Chicago, Illinois

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Description

Position at Ness USA, Inc.

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 Architect
Responsibilities
  • 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 Skills
Certifications:
  • 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.

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