Service-now Technical Architect

Title: Service-now Technical/Platform Architect

Department: Technology Infrastructure Services                                                                 

Location: Gurgaon

Reports To: Service Now - Product Owner

Level : Grade 6

About Fidelity International

We’re proud to have been helping our clients build better financial futures for over 50 years. How have we achieved this? By working together - and supporting each other - all over the world. So, join our [insert name of team/ business area] team and feel like you’re part of something bigger.

About our team

Technology Infrastructure Services (TIS) is responsible for managing all infrastructure components, supporting business delivery projects and delivering TIS projects. The function is divided into six core disciplines:

• Service Management - Responsible for managing our Customers, Service Desk & proximity services, Incident & Problem Management and Application Infrastructure.
• Delivery Support - Responsible for supporting the delivering of business change initiatives, which includes project, small works, environment management and other non BAU tasks.
• Technology Control – Responsible for protecting the Infrastructure Environment includes Security Management, Risk and Audit Management, Change Management and Disaster Recovery.
• Architecture and Engineering – Responsible for Technology Architecture and engineering solutions, in line with Technology roadmaps.
• Operating Environment – responsible for maintenance and fault resolution on Platforms, Storage, Messaging and Data Centre Services.
• Network & Voice – responsible for maintenance and fault resolution on Network, Voice and Firewall, managing commercials and financials, and delivery of TIS projects, within technology domain. 
• Application infrastructure – Responsible for maintenance of the application infrastructure layer that involves middleware, database, application deployments and managing internal applications.

The main functions of the recruiting department are to support the Monitoring, Event Management, Alerting of the infrastructure and application estate across environments with-in Fidelity.

About our Role

The ServiceNow Platform Architect is responsible for the overall design and technical architecture of the ServiceNow platform within the organization. This includes leading the technical implementation, integration, and optimization of ServiceNow solutions to meet business needs and ensure the platform's scalability, security, and performance.

Oversee development stages by planning, refining and reviewing all items in the sprint. Evaluate product progress at each iteration and determine the forward direction.  Also should understand different Service Now applications including the ITSM/HRSD/Vulnerabilty Response module and Employee centre within Service Now. The developer will be involved across the SDLC including requirement gathering, design, development, unit and functional testing and delivering solutions to production. This will involve both strategic initiatives and incremental improvements and delivering to the requirements to client expectation. The role will act as a Trusted Advisor for technical aspects of Service Now to the Service Now product owners and other customers.

About us

• Technical expert with responsibility of delivering the Strategic, Project and improvements in Service Now.
• Responsible for delivering and providing technical expertise for the ServiceNow platform from both strategy and day to day operations perspective.
• Be the trusted advisor to the customers.
• Provide technical leadership and mentoring to the ServiceNow team.
• Identify continuous service improvements, propose and deliver.
• Key contributor for the ServiceNow roadmap.
• Ensure delivery in a timely, efficient and cost effective manner.
• Ensures that technical solutions are fit for purpose, including for functional, non-functional and support requirements and to Global Technology Strategic direction.
• Mentor and train the development and admin teams on Service Now concepts and capabilities.

Experience and Qualifications Required

• Platform Design and Architecture: -Develop and maintain the overall technical architecture of the ServiceNow platform. - Ensure the design aligns with industry best practices and organizational standards. - Create detailed design documentation and technical specifications. Create and maintain detailed view of existing architecture, and providing right controls to ensure the correct technical solutions are used when delivering the business solutions.
• Implementation and Integration: - Lead the implementation of ServiceNow modules and applications. - Integrate ServiceNow with other enterprise systems and third-party applications
• From Delivery standpoint, he should be responsible for analysing the impact on new requirements, to deliver proactive IT operations through implementation, automation, integration, and management of primarily ITSM related toolsets and environments and will require demonstrable experience and in-depth knowledge and expertise in processes, tools, and frameworks to improve overall quality, efficiency, and experience of services being delivered.
• Customization and Configuration: - Customize and configure the ServiceNow platform to meet specific business requirements. - Develop and maintain custom applications, workflows, and scripts. - Ensure changes are documented and comply with change management processes
• Responsible to work on Platform governance and Security controls/ Ensure data policies are actively reviewed for all products within the platform team.
• ServiceNow Certified Application Developer (CAD) and Certified Implementation Specialist (CIS) certifications are highly preferred.
• Strong understanding of JavaScript, HTML, CSS, and ServiceNow scripting languages.
• Experience in building right strategy around Platform Technical Governance/Access Controls/development standards etc.
• Understand how to align products out of the box. Reduce customizations on the platform.
• Experience in building GenAI capabilities and how efficiency keep our business moving forward with the latest innovation ideas.
• Proficiency in understanding the application architecture.
• In depth knowledge on the Service Now platform and understanding of the different concepts and functionalities.
• Prior experience in delivering solutions in Service Now for multiple different requirements.
• Able to customise based on demand and working to coding standards to ensure a robust and mature development of the functionality within the platform
• Rich understanding of ITIL practices and Service Now ITSM module/ HR Service Delviery/ Security Operations/and Employee Centre/ Gen AI capabilities.
• Rich Experience in ServiceNow customizations including UI Policy, Client Scripts, Workflows, UI Action, Script Includes, Business Rules, workflow administration, reports, data import
• Extensive hands on experience on web based languages (JavaScript, CSS, Jelly, XML, HTML and Glide).
• Experience integrating Service Now with other platforms (though API’s like SOAP / REST and other avenues).
• Experience in handling end to end implementations right from requirement gathering to delivery.
• Experience in reporting, automated testing and administration aspects of Service Now is an added advantage.
• Experience in working in an agile environment following agile practices.
• Good communication and presentation skills.

Feel rewarded

For starters, we’ll offer you a comprehensive benefits package. We’ll value your wellbeing and support your development. And we’ll be as flexible as we can about where and when you work – finding a balance that works for all of us. It’s all part of our commitment to making you feel motivated by the work you do and happy to be part of our team. For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.

For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.