Track Manager - ServiceNow, IT Service Management

Job Summary

Experience: 10+ Years | Location: Offshore-India | Practice: Service Now The Service Now Solution Architect leads end‑to‑end architecture, governance, and scalability of the Service Now platform at Husqvarna. This role partners with business/product owners and engineering teams to translate outcomes into secure, performant, and maintainable Service Now solutions across ITSM, ITOM, HRSD, CSM and custom apps.

Key Responsibilities

Platform Strategy & Roadmap: Own the multi‑year Service Now platform roadmap, reference architecture, and standards; align with Husqvarna cloud-first and modernization programs. Solution Architecture: Design scalable, secure solutions spanning ITSM, ITOM (Discovery, Service Mapping, CMDB health), HRSD, CSM, EC Pro, CMDB, SAM Pro, App Engine, Reports & Dashboards, define NFRs for performance, resilience, and availability. Integration Architecture: Lead API-first and event-driven integrations with enterprise systems (REST/SOAP, webhooks, message queues); establish API governance, versioning, and re-usable integration patterns. Data & CMDB: Define CMDB model, class strategy, relationships, data quality KPIs; drive Discovery/Service Mapping onboarding and reconciliation policies. Security & Compliance: Enforce RBAC/ABAC, encryption, secret management, audit/compliance controls; review ACLs, data separation, and tenant models. DevOps & Release: Implement CI/CD for update sets, app repos, automated testing (ATF), code quality gates, and environment promotion strategy. Operations Excellence: Establish observability (logs, metrics, APM), capacity planning, performance tuning; lead platform health checks and technical debt remediation. Governance: Chair Architecture Review Board for SNOW changes; publish design patterns, guardrails, and coding standards; approve custom apps/solutions. Stakeholder Management: Translate business capabilities to technical designs; present trade‑offs and solution options to leadership and cross‑functional teams.

Skill Requirements

1. 10+ years of deep Service Now development, architecture, and module implementation experience. 2. Strong proficiency in: JavaScript, Glide APIs, Business Rules, Client Scripts, Script Includes, Flow Designer, Integration Hub, REST/SOAP, and platform automation. 3. Advanced understanding of: ITSM, ITOM workflows, HRSD, EC Pro, CSM, Discovery, Service Mapping, SAM Pro, App Engine, Service Catalog, Request Management, Service Now Dashboards & Reports, SLAs/OLAs, CMDB governance, and data integrity best practices. 4. Proven experience managing multi-functional teams, development pipelines, roadmaps, and module expansions. 5. Strong knowledge of Service Now upgrades, update sets, version migration, DevOps/CI-CD pipelines (Git, Jenkins). 6. Excellent communication, documentation, leadership, and stakeholder engagement skills.

Other Requirements

Mandatory Service Now Certifications:  Service Now Certified System Administrator (CSA)  At least one Service Now CIS (Certified Implementation Specialist) certification, such as: ITSM, ITOM, HRSD, CSM, SAM Pro, Discovery, Service Mapping, App Engine, etc.  Service Now Certified Application Developer (CAD)