Job Description

· Lead end-to-end Service Now version upgrades, including impact analysis, execution, testing, and post-upgrade support

· Perform upgrade previews, resolve skipped records, and remediate conflicts

· Design, develop, and optimize custom Service Now applications and integrations

· Configure and enhance ITSM modules (Incident, Problem, Change, Request, Knowledge, CMDB)

· Utilize ATF (Automated Test Framework) to ensure upgrade stability and regression testing

· Mentor junior developers and provide technical guidance

· Collaborate with architects, admins, and business stakeholders to deliver scalable solutions

· Ensure adherence to Service Now best practices, governance, and security standards

Required Skills & Experience:

· 8+ years of experience in Service Now development and administration

· Strong experience in multiple Service Now version upgrades

· Expert-level knowledge of JavaScript, Glide API, Business Rules, Client Scripts, Script Includes, UI Policies, UI Actions

· Deep understanding of ITSM processes and implementations

· Experience with performance tuning, debugging, and platform optimization

Mandatory Certifications

Candidates must possess all of the following certifications:

· Certified System Administrator (CSA)

· Certified Application Developer (CAD)

· Certified Implementation Specialist (CIS) – ITSM

Good to Have:

· Experience with Service Now integrations (REST/SOAP, MID Server)

· Exposure to additional Service Now modules such as CSM, HRSD, Sec Ops

· Experience working in Agile/Scrum delivery models

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Do

• Define product requirements and design needs by displaying complete understanding of product vision and business requirements

• Develop architectural designs for the new and existing products

• Part Implementation of derived solution

• Debug and Solve critical problems during implementation

• Evangelize Architecture to the Project and Customer teams to achieve the final solution.

• Constant analysis and monitoring of the product solution

• Continuously improve and simplify the design, optimize cost and performance

• Understand market- driven business needs and objectives; technology trends and requirements to define architecture requirements and strategy

• Create a product-wide architectural design that ensures systems are scalable, reliable, and compatible with different deployment options

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• Develop theme-based Proof of Concepts (POCs) in order to demonstrate the feasibility of the product idea and realise it as a viable one

• Analyse, propose and implement the core technology strategy for product development

• Conduct impact analyses of changes and new requirements on the product development effort

• Provide solutioning of RFPs received from clients and ensure overall product design assurance as per business needs

• Collaborate with sales, development, consulting teams to reconcile solutions to architecture

• Analyse technology environment, enterprise specifics, client requirements to set a product solution design framework/ architecture

• Provide technical leadership to the design, development and implementation of custom solutions through thoughtful use of modern technology

• Define and understand current state product features and identify improvements, options & tradeoffs to define target state solutions

• Clearly articulate, document and sell architectural targets, recommendations and reusable patterns and accordingly propose investment roadmaps

• Validate the solution/ prototype from technology, cost structure and customer differentiation point of view

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• Identify problem areas and perform root cause analysis of architectural design and solutions and provide relevant solutions to the problem

• Tracks industry and application trends and relates these to planning current and future IT needs

• Provides technical and strategic input during the product deployment and deployment

• Support Delivery team during the product deployment process and resolve complex issues

• Collaborate with delivery team to develop a product validation and performance testing plan as per the business requirements and specifications.

• Identifies implementation risks and potential impacts.

• Maintain product roadmap and provide timely inputs for product upgrades as per the market needs

• Competency Building and Branding

• Ensure completion of necessary trainings and certifications

• Develop Proof of Concepts (POCs), case studies, demos etc. for new growth areas based on market and customer research

• Develop and present a point of view of Wipro on product design and architect by writing white papers, blogs etc.

• Attain market referencability and recognition through highest analyst rankings, client testimonials and partner credits

• Be the voice of Wipro's Thought Leadership by speaking in forums (internal and external)

• Mentor developers, designers and Junior architects for their further career development and enhancement

• Contribute to the architecture practice by conducting selection interviews etc

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Deliver

		No.
		Perforamance Meter
		Measure

		1
		Product design, engineering and implementation
		CSAT, quality of design/ architecture, FTR, delivery as per cost, quality and timeline, POC review and standards

		2
		Capability development
		% trainings and certifications completed, mentor technical teams, Thought leadership content developed (white papers, Wipro Po Vs)