Senior Specialist - Package Implementation

Role Description:

• Responsible for overseeing platform architecture, administration, governance, and overall system health.

• Configure and oversee the Security Center module.

• Manage Advanced High Availability (AHA) Architecture for Platform

• Optimize licenses: allocation, reclamation, approvals, and usage reporting

• Oversee security operations and execute system cloning, as well as applying patches and upgrades.

• Conduct platform analysis, provide actionable insights, and assist with audit processes.

• Provides architectural leadership in evaluating new requirements, managing platform complexity, and guiding implementation alignment

• Acts as the guardian of platform integrity, ensuring adherence to architectural principles, governance standards, and best practices

• Bridges the gap between business needs and technical execution by advising on configuration, customization, and platform optimization

• Oversees the planning, coordination, and execution of ServiceNow release activities to ensure stable and controlled deployments across environments

• Manages the promotion of code, configurations, and applications from development to production while maintaining alignment with governance, quality, and risk protocols

• Serves as a key coordination point between development, platform operations, and business stakeholders during release cycles

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Role/Responsibilities:

• Define and support execution of ServiceNow platform governance, including architectural review boards and standards

• Develop and maintain architectural models, data structures, and design documentation for the platform

• Guide implementation of a scalable and supportable platform operating model

• Evaluate new business requirements and assess their impact on platform architecture and technical feasibility

• Provide hands-on support for prototyping, solution validation, and iterative design

• Define and enforce configuration, development, and integration standards in line with platform best practices

• Identify and remediate technical debt or noncompliant configurations that risk platform stability or performance

• Collaborate with solution architects, developers, and administrators to ensure technical consistency across solutions

• Coordinate and manage the release calendar, ensuring timely and conflict-free promotion of code, configurations, and updates across ServiceNow environments

• Collaborate with development teams, platform administrators, and change managers to validate release readiness and compliance with governance standards

• Resolve code collisions, deployment discrepancies, and environment inconsistencies by working closely with technical leads and developers

• Support team development activities by aligning sprint deliverables with release milestones and platform freeze windows

• Facilitate release planning sessions, retrospectives, and go/no-go decisions with stakeholders and governance boards

• Partner with platform teams during upgrades, patches, and application deployments to ensure minimal disruption and full stakeholder alignment

• Monitor and report on release performance, change success rates, and opportunities for continuous improvement

• Promote the use of automated deployment tools, version control, and CI/CD practices to increase release efficiency and reliability

• Drive and implement fixes to instance health scan finding (performance, manageability, usability, scalability, upgradability, and security)

• Maintains the stability and usability of the platform across production and nonproduction environments

• Perform POC and implement platform versioning inclusive core platform, plug-ins, store apps, widgets, etc. including execution of instance patching, cloning etc

• Manage Release Management process – Change assessment, CAB approval, deployment during weekends, review etc.

• ServiceNow platform communication management focusing on planned events (changes, new capability release, new project release, etc.) and unplanned events (priority incidents, patching, etc.)

• Maintenance of Activity/Event Calendar

• Drive Zero SLA failure for incidents/requests amongst team members

• Proactive, responsive, and focused on anticipating future requirements and/or issues

Technical and Industry Experience:

• At least 9+ years’ experience in managing and implementing the ServiceNow Platform

• Expertise in ServiceNow Coding (java script, business rules, client scripts, UI Policies etc)

• Deep understanding of the ServiceNow platform architecture, including system administration, application development, and security models

• Must have Experience in database design, data modelling, and CMDB architecture

• Must have experience in CSDM framework implementation

• Experience on ServiceNow ITSM and CMDB in ServiceNow

• Strong Experience on REST/SOAP based integrations and MID Server architecture

• Hands-on ServiceNow implementation experience across multiple applications/modules

• Strong skills in translating business and functional requirements into scalable platform solutions

• Familiarity with ITSM, ITOM, or enterprise architecture frameworks

• Experience supporting platform governance, operations, and configuration standards

• Experience coordinating release management activities within ServiceNow

• Strong understanding of ServiceNow environments, code promotion practices, and platform upgrade cycles

• Familiarity with ITIL-aligned change and release management frameworks

• Knowledge of Agile development practices and experience supporting sprint-based delivery

• Experience with CI/CD tools, automated testing, and version control systems (e.g. ATF) is a plus

• Excellent cross-functional collaboration, communication, and stakeholder alignment skills

• Experience with release risk assessment, rollback planning, and post-release support coordination

• Certifications Preferred:

o ServiceNow Certified System Administrator (CSA).

o ServiceNow Certified Application Developer (CAD).

o ServiceNow Certified Implementation Specialist ITSM (CIS-ITSM) or any other.

o Now Assist

o ITIL v3/4 Foundation