Architect

Job summary

We are seeking a skilled Architect with 2 to 5 years of experience to join our team. The ideal candidate will have expertise in Service Now Service Desk Incident Management AI-enabled chatbots and Change Lifecycle Management. This hybrid role offers the opportunity to work on innovative projects in a day shift environment with no travel required.

Responsibilities

• Design and implement robust Service Now solutions to enhance operational efficiency and streamline processes.
• Oversee the integration of AI-enabled chatbots to improve customer interaction and support services.
• Manage and optimize the Service Desk operations to ensure timely resolution of incidents and requests.
• Develop and maintain incident management protocols to minimize downtime and enhance service reliability.
• Collaborate with cross-functional teams to ensure seamless change lifecycle management and process improvements.
• Provide technical guidance and support for the deployment and maintenance of Service Now applications.
• Analyze and resolve complex technical issues related to Service Desk and Incident Management systems.
• Coordinate with stakeholders to gather requirements and deliver tailored solutions that meet business needs.
• Monitor system performance and implement enhancements to improve user experience and system efficiency.
• Ensure compliance with industry standards and best practices in all technical implementations.
• Drive innovation by exploring new technologies and methodologies to enhance service delivery.
• Document and maintain comprehensive records of system configurations changes and incident resolutions.
• Facilitate training sessions and workshops to empower team members with the necessary skills and knowledge.

Qualifications

• Possess a strong understanding of Service Now and its application in enterprise environments.
• Demonstrate proficiency in managing Service Desk operations and incident management processes.
• Have experience with AI-enabled chatbots and their integration into service platforms.
• Exhibit knowledge of change lifecycle management and its impact on business operations.
• Show capability in troubleshooting and resolving technical issues efficiently.
• Display excellent communication skills to collaborate effectively with diverse teams.
• Hold a relevant degree in Information Technology or a related field.