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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive expertise in ServiceNow platform operations, architecture, and AI-enabled workflows, ensuring operational excellence and compliance with security and regulatory standards. Proven ability to lead cross-functional teams, drive automation initiatives, and communicate effectively with both technical and non-technical stakeholders.
Highest-signal resume keywords
ServiceNow Platform OperationsAI-Enabled WorkflowsServiceNow ArchitectureStakeholder ManagementOperational Efficiency
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
ServiceNow Data ModelREST/SOAP APIsPlatform ModernizationAutomationITSMITOMCSMScriptingPerformance MetricsBottleneck Identification
Soft Skills
Problem-SolvingAnalytical MindsetInfluencingCommunicationTeam Leadership
Tools & Technologies
ServiceNowNow AssistPredictive IntelligenceAgentic AIMID Server
Certifications & Qualifications
ServiceNow Certified System Administrator (CSA)ServiceNow Certified Implementation Specialist (CIS)ITIL Foundation CertificationCloud Practitioner CertificationServiceNow Certified Application Architect (CAA)
Industry Keywords
TelecomMediaEnterprise-Scale Environments24x7 SupportGovernance Frameworks
Tech Stack
Tools & technologiesCloudITSMServiceNowSOAP
About the role
Key responsibilities & impact- Own end-to-end platform operations and production support delivery
- Ensure platform availability, stability, scalability, performance, and operational excellence
- Lead 24x7 support operations across multiple teams and technology domains
- Establish operational standards, support models, escalation processes, governance frameworks, design standards, and security controls
- Serve as the primary escalation point for critical issues
- Provide architectural guidance and technical consultation to development, support, and integration teams
- Lead ServiceNow platform upgrade and clone activities
- Mentor developers and engineers across teams
- Drive standardization and reusable design patterns across implementations
- Drive adoption of AI capabilities including NowAssist, Predictive Intelligence, and Agentic AI solutions
- Ensure compliance with data security, regulatory, and audit requirements
- Automate operational tasks to improve efficiency and reduce manual effort
- Monitor platform health, performance metrics, and scalability
- Identify bottlenecks and drive optimization initiatives
- Partner with business stakeholders, product owners, and leadership teams
- Align solutions with business outcomes and operational goals
- Communicate architecture decisions and trade-offs to technical and non-technical stakeholders
- Stay updated with ServiceNow releases and emerging technologies
- Drive automation, AI adoption, operational efficiency, platform modernization, and technical debt reduction initiatives
Requirements
What you’ll need- 13+ years of experience stated in the role overview
- 12+ years of overall IT experience
- 5+ years in ServiceNow Platform Operations
- Experience working in enterprise-scale, multi-instance environments
- Practical implementation experience in AI-enabled workflows, automation, enterprise integrations, and platform modernization
- Strong expertise in ServiceNow platform architecture, including ITSM, ITOM, and CSM
- Hands-on knowledge of ServiceNow data model, workflows, and scripting
- Experience with REST/SOAP APIs and MID Server integrations
- Knowledge of ServiceNow AI capabilities, including Now Assist, Generative AI, Virtual Agent, Predictive Intelligence, AI Search, and Agentic AI solutions
- Proven experience working with large technical teams and cross-functional programs
- Strong architectural decision-making and governance experience
- Experience in high-availability and 24x7 support environments
- Excellent stakeholder management and communication
- Strong problem-solving and analytical mindset
- Ability to influence and drive alignment across teams
- ServiceNow Certified System Administrator (CSA) (must have)
- ServiceNow Certified Implementation Specialist (CIS)
- ITIL Foundation Certification
- Cloud Practitioner Certification
- Prior experience in telecom/media domain preferred
- ServiceNow Certified Application Architect (CAA) or Technical Architect (CTA) preferred
Benefits
Comp & perks- Equal employment opportunity
- Reasonable accommodations for qualified individuals with disabilities
- Fair chance hiring; background check initiated only after an offer is made