Project Role: Infra Tech Support Practitioner

Project Role Description: Provide ongoing technical support and maintenance of production and development systems and software products (both remote and onsite) and for configured services running on various platforms (operating within a defined operating model and processes). Provide hardware/software support and implement technology at the operating system-level across all server and network areas, and for particular software solutions/vendors/brands. Work includes L1 and L2/ basic and intermediate level troubleshooting.

Must have skills: Service Now IT Service Management

Good to have skills: Servicenow Tools Administration

Minimum 5 year(s) of experience is required

Educational Qualification: 15 years full time education

• Job Title: Service Now Architect (ITSM/ITOM Specialist
• L3)

Summary:

As a high-level technical authority and L3 Lead, you will drive the strategic evolution of the Service Now ecosystem. This role focuses on transitioning the organization from reactive troubleshooting to proactive, AIOps-driven operations. You will be responsible for the long-term roadmap of the Common Service Data Model (CSDM), architecting complex Service Maps, and leading the implementation of ITOM Event Management to enhance platform intelligence and service availability.

Roles & Responsibilities:

Platform Governance & Strategy: Act as the Gatekeeper for the production environment, reviewing all Update Sets and Scoped Apps to prevent technical debt and ensure best practices.
Architectural Leadership: Design and oversee the implementation of CSDM 4.0 across all modules to ensure seamless data flow between Request, Incident, and Change.
AIOps Transformation: Design and implement Event Management strategies, including Alert Correlation Rules and Service Mapping, to enable proactive operations.
Release Management: Lead technical evaluations for major Service Now upgrades (e.g., Washington DC,Xanadu) and perform comprehensive impact analyses.
Integration & Automation: Design complex integrations via Integration Hub and identify opportunities for Predictive Intelligence (ML) and Playbooks to automate service desk tasks.
Mentorship & Escalation: Serve as the final technical escalation point (L3) and provide guidance and growth opportunities for L1/L2 engineering teams.

Professional & Technical Skills:

Must To Have Skills:

Service Now ITOM Expertise: Deep-dive experience in Event Management (Event Rules, Thresholds), Service Mapping.
Platform Engineering: Mastery of CSDM 4.0 alignment and CMDB Governance using Query Builder and Health Dashboards.
Advanced Scripting: Expertise in Server-side scripting (Script Inclusions), Processor scripts, and complex Flow Designer actions.
Integration Mastery: Advanced use of Integration Hub, REST/SOAP, JSON, and mid-tier authentication protocols.
Experience: 7+ years of dedicated Service Now architecture and development experience.

Good To Have Skills:

Third-Party Monitoring: Integration experience with tools like Dynatrace, Datadog, Splunk, or Solar Winds.
Data Analytics: Proficiency in Performance Analytics for building executive-level MTTR and service availability dashboards.
AIOps/ML: Familiarity with Predictive Intelligence and AI-driven automation strategies.
Cloud Governance: Experience with Tag-based Discovery to maintain cloud-native CMDB accuracy.

Additional Information:

Role Level: L3 (Subject Matter Expert/Technical Lead).
Focus Areas: ITOM (Visibility & Health), ITSM, and Platform Engineering.
Goal: Moving the organization toward a proactive, automated, and high-integrity data environment.
Minimum 7 years of relevant experience in infrastructure automation.
Location: Noida office
15 years full-time education is mandatory.

15 years full time education

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.
Visit us at www.accenture.com

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