ServiceNow Architect

ServiceNow Architect

Location: Jakarta, Indonesia
Work Arrangement: Hybrid (Flexible Working Arrangement)
Working Hours: Follow US Business Hours (Night Shift / Overlap with US Team)
Experience: 10+ Years

About the Role

We are seeking an experienced ServiceNow Architect / Lead ServiceNow Developer to lead the design, development, enhancement, and support of enterprise ServiceNow solutions. This role requires strong expertise in ServiceNow Customer Service Management (CSM), hands-on development experience, solution architecture capabilities, and the ability to work closely with US-based stakeholders and clients.

The ideal candidate is a technical leader who can translate business requirements into scalable ServiceNow solutions while mentoring developers and driving successful project delivery.

Key Responsibilities

• Lead the architecture, design, development, and implementation of ServiceNow solutions.

• Act as the primary technical point of contact for clients and internal stakeholders.

• Gather, analyze, and translate business requirements into technical solutions.

• Drive ServiceNow CSM implementation, enhancement, and support initiatives.

• Lead and mentor ServiceNow developers and coordinate project activities.

• Manage ServiceNow upgrades, releases, and platform governance.

• Ensure solution quality through code reviews, testing, and best practices.

• Implement integrations, workflows, automations, and platform enhancements.

• Manage reporting, dashboards, analytics, and operational improvements.

• Support Virtual Agent, email integrations, and customer service processes.

• Collaborate with cross-functional teams using Agile/SCRUM methodologies.

• Identify opportunities to improve system efficiency, user experience, and business processes.

• Participate in client onboarding activities, including instance setup and solution configuration.

Required Skills & Experience

• 10+ years of ServiceNow implementation and development experience.

• Strong hands-on experience with ServiceNow CSM and ITSM modules.

• Experience leading ServiceNow projects as a Technical Lead, Solution Architect, or Lead Developer.

• Strong knowledge of ServiceNow platform architecture, integrations, workflows, scripting, and best practices.

• Experience working directly with clients and business stakeholders.

• Excellent communication, problem-solving, and analytical skills.

• Experience working in Agile/SCRUM environments.

• Ability to work independently while leading distributed teams.

Preferred Qualifications

• Experience with 3CLogic integration and telephony solutions.

• Experience with Virtual Agent, Performance Analytics, and IntegrationHub.

• ServiceNow Community contributions, badges, or recognition.

• Experience in enterprise-scale ServiceNow environments.

Education & Certifications

• Bachelor's Degree in Computer Science, Information Technology, or related field.

• ServiceNow certifications such as CSA, CAD, CIS-CSM, or equivalent are highly preferred.