Senior Consultant - ServiceNow CSM

Infosys is seeking an experienced ServiceNow Solution Architect. It is a technical role responsible for providing guidance and consulting on client‑facing solutions leveraging the ServiceNow platform. The Solution Architect contributes to the structuring and implementation of solutions and takes overall ownership for the quality of the technical requirements delivered to the customer on the ServiceNow platform.

Required Qualifications:

• Candidates authorized to work for any employer in Canada without employer-based visa sponsorship are welcome to apply. Infosys is unable to provide immigration sponsorship for this role at this time.
• Candidate must be located within commuting distance of Mississauga, Ontario/Calgary, Alberta or be willing to relocate to the areas.
• Bachelor’s degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.
• At least 4 years of Information Technology experience.
• Serve as primary technical point‑of‑contact for the project and as the face of the development team to the customer.
• Provides advice on how business services are delivered with a vision for improvement.
• Stays current on ServiceNow products and applicable integrated technologies.
• Define, at an architectural and design level of detail, technical solutions aligned with our client’s business problems and ServiceNow Implementation Best Practices. Works closely with client’s enterprise architecture team, Security team and Infrastructure team.
• Understand customer requirements, translate to solutions, and communicate to clients.
• Facilitate client workshops and conduct interviews to drive stakeholder consensus on requirements and solutions.
• Ability to influence and consult (providing options with pros, cons, and risks) while providing thought leadership in solving business processes and/or technical problems.
• Provides architectural controls to ensure the correct technical solutions are used when delivering business solutions.
• Write/estimate Stories, monitor developer’s work, and own overall quality and delivery of development; may perform a portion of development on Stories that cannot be delegated.
• Leads the Team in implementation of technical best practices, policies, and procedures.
• Responsible for Prototype building, Sprint demos, delivery of additional development artifacts and documentation.
• Help mentor Developers, Technical Consultants, and other Solution Architects in relation to technical design standards and implementation of best practices.

Preferred Qualifications:

• Minimum of 12 years overall experience in designing and implementing complex ServiceNow Solutions including CSM, ITSM solutions.
• 6+ years of proven experience as an architect in designing and implementing ServiceNow ITSM, CSM, Custom applications and integrating with several 3 rd party applications.
• At least 2 end‑to‑end ServiceNow CSM implementation experience.
• Strong understanding of CSM CSDM model along with expertise on products, assets, sold products and install bases and their relationship with Accounts and Consumers.
• Strong technical abilities, a sound understanding of business strategy and policies that govern the ServiceNow platform and possesses advanced ServiceNow knowledge and skill.
• Proven experience with key technologies relevant to the ServiceNow integration solutions including: SSO, SAML, SSL, Web Services, LDAP, JDBC, ODBC, REST, SCP, FTPS.
• Experience with scripting in the ServiceNow platform using JS: Business Rules, Client Scripts, UI Actions, UI Pages, Angular JS, Jelly, etc.
• Excellent knowledge on Enterprise Security and Architecture, middleware and discovery technologies, database design schemas and data modeling.
• Experience implementing systems using the Agile/Scrum methodology.
• Strong communication skills, both written and verbal, with the ability to describe solutions with a business focus.

Certifications/Trainings:

• ServiceNow Advanced System Administration
• ServiceNow Implementation Specialist – Customer Service Management
• Application Creation in ServiceNow

The job entails sitting as well as working at a computer for extended periods of time. Should be able to communicate by telephone, email or face to face. Travel may be required as per the job requirements.

Estimated annual compensation range for a candidate based in Ontario: $92,740 to $105,007.

EEO

Infosys provides equal employment opportunities to applicants and employees without regard to race, color, sex, gender identity, sexual orientation, religious practices and observances, national origin, pregnancy, childbirth, or related medical conditions, status as a protected veteran or spouse/family member of a protected veteran, or disability.

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