ServiceNow Managed Services Senior Architect

About the job: ServiceNow Managed Services Senior Architect (Makati) | Hybrid

Work Schedule: Morning Shift

Work Setup: Hybrid (3x onsite per week) | Makati

Responsibilities:

• Managed Services Operations: Provide ongoing support for ServiceNow modules (ITxM, CSM, HRSD, IRM, SecOps, SPM), including incident resolution, problem management, service request fulfillment, and change management.
• Integration Support: Maintain and troubleshoot integrations with enterprise systems (e.g., SAP, Active Directory, QMIS) using REST, SOAP, and Integration Hub, ensuring seamless data flow and compliance.
• Stakeholder Collaboration: Work with IT, business, and vendor teams to gather requirements, provide technical guidance, and deliver training on ServiceNow features to drive adoption.

Required Qualifications

Education:

• Bachelor's degree in computer science, information technology, or a related field (or equivalent experience).

Experience:

• 10+ years of experience in ServiceNow administration, development, or architecture, with at least 7 years focused on managed services or support/enhancement roles.
• Proven expertise in implementing and supporting ServiceNow modules: ITxM (ITSM, ITOM, ITBM), CSM, HRSD, IRM, SecOps, and SPM.
• Hands-on experience with incident resolution, service request fulfillment, cloning activities, patch management, and platform upgrades in enterprise environments.
• Familiarity with integrations involving SAP, Active Directory, and other enterprise systems in the oil and gas or similar industries.

Certifications:

• ServiceNow Certified System Administrator (mandatory).
• At least two of the following ServiceNow certifications (highly preferred):
  • Certified Implementation Specialist ITSM
  • Certified Implementation Specialist Customer Service Management
  • Certified Implementation Specialist Human Resources
  • Certified Implementation Specialist Risk and Compliance
  • Certified Implementation Specialist Security Operations
  • Certified Implementation Specialist Strategic Portfolio Management
• ITIL Foundation or higher (preferred).

Technical Skills:

• Expertise in ServiceNow modules: ITxM (Incident, Problem, Change, Service Request, ITOM, ITBM), CSM (Case Management, Customer Portal), HRSD (Employee Service Center, Onboarding), IRM (GRC, Risk Management), SecOps (Vulnerability Response, Threat Intelligence), and SPM (Portfolio and Project Management).
• Proficiency in ServiceNow scripting (JavaScript, Glide API, business rules, script includes).
• Strong knowledge of integrations using REST, SOAP, and ServiceNow IntegrationHub.
• Experience with ServiceNow Flow Designer, Workflow Editor, and Now Assist (GenAI capabilities) for automation and process optimization.

Soft Skills:

• Strong analytical and problem-solving skills to address complex technical and operational issues.
• Excellent communication and stakeholder management abilities, particularly with IT, business, and vendor teams.
• Ability to work independently and in a collaborative, fast-paced managed services environment.
• Adaptability to handle evolving requirements and continuous improvement initiatives.