ServiceNow Architect

Fusion GBS is a global leader in service management. We support organizations in transforming their operations through data-driven insights, scalable digital solutions, and proven methodologies. With over 25 years of experience, we deliver measurable outcomes across industries and simplify complexchallenges to accelerate digital change.

About the role:

The ServiceNow Architect will oversee the technical implementation of ServiceNow for Fusion customers. As part of the Fusion professional Service team they will be expected to act as the subject matter expert within Fusion and develop the skills of other Fusion employees. They will also assist in the development of standard services offering that Fusion will sell in the market.

Key Responsibilities:

ServiceNow Implementation:

Manage the technical delivery of ServiceNow implementations to achieve outcomes and value for the customer.

Understand customer requirements and translate these into ServiceNow design to deliver outcomes and value for the customer.

Provide ServiceNow best practice implementation guidance for the customer and Fusion delivery team.

Own the technical design for the implementation of the ServiceNow platform based on ServiceNow and industry best practice

Technical Leadership:

Coach and develop more junior Fusion employees in ServiceNow technology and best practices.

Develop Fusion standard methodologies and approach to ServiceNow implementation based on Fusion service methodologies.

Maintain certification in ServiceNow products in ITSM and related products

Experience:

Minimum of 7 to 10 years of experience in technology design and implementation with at least 4-5 years of direct ServiceNow implementation experience as a consultant.

Proven track record of successfully directing the implementation of significant ServiceNow projects in ITSM, CMDB, ITOM and ITAM.

Demonstrated experience with Agile/Scrum methodologies.

Experience in industries relevant to Fusion such as telecoms, retail, utilities etc.

Knowledge of specific industry regulations or compliance standards (e.g., ISO 27001, SOC 2, HIPAA, PCI DSS) relevant to MSP operations.

Experience with APIs, web services, and integration tools to connect ServiceNow with other enterprise systems.

Skills

Technical:

Strong implementation knowledge of ServiceNow platform and products

Deep understanding of modern IT infrastructure, cloud computing (e.g., AWS, Azure, GCP), network architecture, cybersecurity, data management, and common enterprise applications

Inter-personal skills:

Excellent communication skills, both written and verbal, with the ability to articulate complex technical concepts to non technical audiences and stakeholders at all levels.

Ability to work in a team both in a leadership position and as a members

Strong leadership abilities and the capacity to mentor and guide development team members.

Problem-solving skills and the ability to think critically and strategically.

Ability to work on your own and collaboratively in a fast-paced environment

Qualifications:

Bachelor’s degree in computer science, Information Technology, or a related field. A master’s degree is a plus.

Certifications:

ITIL V4 Foundation (as minimum)

ServiceNow certifications such as Certified Technical Architect (CTA), Certified Master Architect (CMA), Certified Application Developer, and/or Certified Implementation Specialist.

Cloud certification (architect level) on relevant platform e.g. AWS/Azure/Google Cloud

Fusion GBS is an equal-opportunity employer. We welcome applicants of all genders, backgrounds, identities, and experiences.