SNOW Developers

This is a senior-level hybrid Architect + Lead Developer role requiring deep technical expertise, full-stack ServiceNow configuration capability, and strong integration experience. 

II. OBJECTIVE OF ASSIGNMENT 

The primary objectives of this assignment are to: 

1. Design scalable, secure, and maintainable solutions aligned to enterprise architecture standards. 
2. Provide hands-on implementation and advanced configuration across all in-scope ServiceNow modules. 
3. Lead technical solutioning, including integrations, scripting, automation, and portal development. 
4. Ensure platform governance, performance optimisation, and adherence to ServiceNow best practices. 
5. Hands on development 

III. SCOPE OF SERVICES AND WORK 

The ServiceNow Technical Architect will be responsible for the following: 

1. Platform Architecture & Design 

• Define and maintain the overall ServiceNow technical architecture. 
• Produce High-Level Design (HLD) and Low-Level Design (LLD) documentation. 
• Ensure alignment with enterprise architecture, security, and compliance standards. 
• Establish development standards, naming conventions, governance controls, and platform guardrails. 
• Conduct design reviews and provide architectural sign-off. 

2. Hands-on Technical Implementation 

Act as a senior developer and platform expert responsible for: 

• Advanced ServiceNow scripting (Client Scripts, Business Rules, Script Includes, UI Policies, ACLs). 
• Server-side and client-side scripting using JavaScript. 
• Custom application development. 
• Flow Designer and IntegrationHub implementation. 
• Advanced workflow automation and orchestration. 
• Service Portal and Employee Center configuration and customisation. 
• Automated Test Framework (ATF) development and test automation. 
• Data modelling and CMDB design optimisation. 
• Performance tuning and instance health monitoring. 

This role is expected to be technically hands-on and capable of independently delivering complex implementations. 

3. Module-Specific Solution Ownership 

Lead design and implementation across: 

• ITSM (Incident, Problem, Change, Request, Knowledge) 
• ITOM (Discovery, Service Mapping, Event Management) 
• HRSD (Case Management, Lifecycle Events) 
• WSD / Facilities Management 
• Health & Safety processes 
• SecOps (Vulnerability Response, Incident Response) 
• GRC / IRM (Risk, Policy & Compliance, Audit) 
• SPM (Demand, Project & Portfolio Management) 

Ensure cross-module integration and platform consistency. 

4. Integrations & Technical Solutioning 

1. Design and implement inbound and outbound integrations using: REST / SOAP APIs 
   1. MID Servers 
   2. IntegrationHub spokes 
   3. External enterprise systems (e.g., HR systems, monitoring tools, ERP, IAM) 
   4.  
   5. Lead data migration and transformation activities. 
   6. Ensure secure integration patterns and authentication mechanisms (OAuth, SSO, certificates). 
   7. Troubleshoot and optimise integration performance. 

5. Business Analysis & Technical Leadership 

• Collaborate with stakeholders to understand complex business requirements. 
• Translate business needs into scalable technical solutions. 
• Write technical specifications and contribute to user stories and acceptance criteria. 
• Provide effort estimation and technical impact assessments. 
• Mentor developers and promote best practices. 
• Participate in sprint planning, backlog grooming, and agile ceremonies. 

6. Governance, Quality & Continuous Improvement 

• Implement platform governance and DevOps best practices. 
• Establish code review standards and CI/CD pipelines. 
• Implement ATF testing strategy. 
• Ensure compliance with security and audit requirements. 
• Maintain documentation of architecture, integrations, and customisations. 
• Identify optimisation opportunities and reduce technical debt. 

Responsibilities

This is a senior-level hybrid Architect + Lead Developer role requiring deep technical expertise, full-stack ServiceNow configuration capability, and strong integration experience. 

II. OBJECTIVE OF ASSIGNMENT 

The primary objectives of this assignment are to: 

1. Design scalable, secure, and maintainable solutions aligned to enterprise architecture standards. 
2. Provide hands-on implementation and advanced configuration across all in-scope ServiceNow modules. 
3. Lead technical solutioning, including integrations, scripting, automation, and portal development. 
4. Ensure platform governance, performance optimisation, and adherence to ServiceNow best practices. 
5. Hands on development 

III. SCOPE OF SERVICES AND WORK 

The ServiceNow Technical Architect will be responsible for the following: 

1. Platform Architecture & Design 

• Define and maintain the overall ServiceNow technical architecture. 
• Produce High-Level Design (HLD) and Low-Level Design (LLD) documentation. 
• Ensure alignment with enterprise architecture, security, and compliance standards. 
• Establish development standards, naming conventions, governance controls, and platform guardrails. 
• Conduct design reviews and provide architectural sign-off. 

2. Hands-on Technical Implementation 

Act as a senior developer and platform expert responsible for: 

• Advanced ServiceNow scripting (Client Scripts, Business Rules, Script Includes, UI Policies, ACLs). 
• Server-side and client-side scripting using JavaScript. 
• Custom application development. 
• Flow Designer and IntegrationHub implementation. 
• Advanced workflow automation and orchestration. 
• Service Portal and Employee Center configuration and customisation. 
• Automated Test Framework (ATF) development and test automation. 
• Data modelling and CMDB design optimisation. 
• Performance tuning and instance health monitoring. 

This role is expected to be technically hands-on and capable of independently delivering complex implementations. 

3. Module-Specific Solution Ownership 

Lead design and implementation across: 

• ITSM (Incident, Problem, Change, Request, Knowledge) 
• ITOM (Discovery, Service Mapping, Event Management) 
• HRSD (Case Management, Lifecycle Events) 
• WSD / Facilities Management 
• Health & Safety processes 
• SecOps (Vulnerability Response, Incident Response) 
• GRC / IRM (Risk, Policy & Compliance, Audit) 
• SPM (Demand, Project & Portfolio Management) 

Ensure cross-module integration and platform consistency. 

4. Integrations & Technical Solutioning 

1. Design and implement inbound and outbound integrations using: REST / SOAP APIs 
   1. MID Servers 
   2. IntegrationHub spokes 
   3. External enterprise systems (e.g., HR systems, monitoring tools, ERP, IAM) 
   4.  
   5. Lead data migration and transformation activities. 
   6. Ensure secure integration patterns and authentication mechanisms (OAuth, SSO, certificates). 
   7. Troubleshoot and optimise integration performance. 

5. Business Analysis & Technical Leadership 

• Collaborate with stakeholders to understand complex business requirements. 
• Translate business needs into scalable technical solutions. 
• Write technical specifications and contribute to user stories and acceptance criteria. 
• Provide effort estimation and technical impact assessments. 
• Mentor developers and promote best practices. 
• Participate in sprint planning, backlog grooming, and agile ceremonies. 

6. Governance, Quality & Continuous Improvement 

• Implement platform governance and DevOps best practices. 
• Establish code review standards and CI/CD pipelines. 
• Implement ATF testing strategy. 
• Ensure compliance with security and audit requirements. 
• Maintain documentation of architecture, integrations, and customisations. 
• Identify optimisation opportunities and reduce technical debt. 

Qualifications

IV. IMPLEMENTATION ARRANGEMENTS 

The ServiceNow Technical Platform Architect will: 

• Report to the Information Systems Manager. 
• Work closely with Product Owners, Business Analysts, Security, Infrastructure, and Enterprise Architecture teams. 
• Provide technical leadership across internal and external development resources. 
• Act as the final escalation point for complex ServiceNow technical issues. 

V. DELIVERABLES 

The Consultant shall provide:

• Enterprise ServiceNow Architecture Blueprint. 
• High-Level and Low-Level Design Documents. 
• Configured and implemented ServiceNow solutions across all scoped modules. 
• Integration design documentation and implementation artefacts. 
• Automated Test Framework coverage documentation. 
• Governance framework and development standards. 
• Regular progress and technical status reports. 
• Knowledge transfer documentation and mentoring support. 

VI. EXPECTED SKILLS AND EXPERIENCE 

Essential 

• 8+ years of hands-on ServiceNow experience. 
• 5+ years in a ServiceNow Architect or Lead Developer capacity. 
• Proven experience implementing multiple ServiceNow modules (ITSM, ITOM, HRSD, SecOps, GRC/IRM, SPM). 
  1. Deep expertise in: ServiceNow scripting (Client & Server-side) 
  2. Flow Designer 
  3. IntegrationHub 
  4. Service Portal / Employee Center 
  5. ATF 
  6. CMDB architecture 
  7. Strong experience with enterprise integrations (REST, SOAP, MID Server). 
  8. Demonstrated experience delivering end-to-end implementations (design through deployment). 
  9. Strong understanding of security model (ACLs, roles, domain separation). 
  10. Experience working in Agile environments. 
  11. Excellent written and verbal communication skills in English. 
  12. Ability to work in high-pressure, regulated environments. 

Desirable 

• ServiceNow Certified Technical Architect (CTA) or progress toward CTA. 
• Multiple ServiceNow CIS certifications (ITSM, HRSD, ITOM, SecOps, GRC). 
• Experience in financial services or regulated industries. 
• Knowledge of DevOps and CI/CD pipelines. 
• Experience with ServiceNow Performance Analytics and Reporting. 
• Familiarity with cloud infrastructure and enterprise integration platforms. 
• Experience supporting audits and regulatory compliance initiatives. 

VII. PROFILE SUMMARY 

This role is not a purely advisory architecture position. It requires: 

• Strategic architectural vision 
• Deep technical expertise 
• Full hands-on configuration capability 
• Enterprise integration leadership 
• Platform governance ownership 

About UsAt Zensar, we’re “experience-led everything”. We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose: Together, we shape experiences for better futures. Whether for our clients, our people, or the world around us, this belief powers everything we do. At the heart of our culture is ONE with Client - a set of four core values that reflect who we are and how we work: One Zensar, Nurturing, Empowering, and Client Focus.
Part of the $4.8 billion RPG Group, we’re a community of 10,000+ innovators across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town, London, Zurich, Singapore, and Mexico City. Explore Life at Zensar and join us to Grow. Own. Achieve. Learn. to be the best version of yourself.
We believe the best work happens when individuality is celebrated, growth is encouraged, and well-being is prioritized. We are an equal employment opportunity (EEO) and affirmative action employer, committed to creating an inclusive workplace. All qualified applicants will be considered without regard to race, creed, color, ancestry, religion, sex, national origin, citizenship, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veteran status.