ServiceNow Architect at Global IT Con

Job Title: ServiceNow Architect

Location: Dallas, TX (Hybrid)

Job Summary:

We are seeking an experienced ServiceNow Architect with expertise in IVR (Interactive Voice Response) integration solutions to join our team. The candidate will lead the design, development, and implementation of ServiceNow solutions integrated with IVR systems. This role involves collaborating with business stakeholders, technical teams, and vendors to deliver seamless service management solutions that enhance customer experience.

Key Responsibilities:

Lead the architecture, design, and implementation of ServiceNow solutions, including integrations with IVR systems.

Design scalable, reliable, and high-performance solutions using ServiceNow's platform, modules, and capabilities.

Integrate IVR systems with ServiceNow for automated ticketing, incident management, and other workflows.

Collaborate with cross-functional teams, including business analysts, developers, and IVR specialists, to define solution requirements and ensure successful delivery.

Ensure the integration adheres to security standards and compliance requirements.

Provide thought leadership and expertise on ServiceNow best practices, IVR integrations, and IT Service Management (ITSM).

Create and maintain technical documentation, including architecture diagrams, integration flows, and configuration guides.

Troubleshoot and resolve technical issues related to ServiceNow-IVR integrations.

Conduct performance tuning and optimization of the integrated solutions.

Qualifications:

Experience: Minimum 8+ years of experience with ServiceNow, including hands-on experience as a ServiceNow Architect.

IVR Expertise: Strong experience with IVR systems and their integration with service management platforms.

Technical Skills: In-depth knowledge of ServiceNow platform capabilities, including Service Portal, ITSM, Incident, Change, and Problem Management.

Integration Skills: Strong understanding of integration technologies (REST/SOAP APIs, Web Services) and experience in integrating ServiceNow with IVR, CRM, and other third-party systems.

Cloud Experience: Experience with cloud platforms (AWS, Azure, or similar) and familiarity with cloud-based IVR solutions.

Certifications: ServiceNow Certified System Administrator, ServiceNow Certified Application Developer, or ServiceNow Certified Implementation Specialist (preferred).

Communication: Excellent communication and collaboration skills with the ability to work in a hybrid work environment.

Preferred Skills:

Experience with AI-powered voice solutions or chatbot integrations with ServiceNow.

Knowledge of ServiceNow IT Operations Management (ITOM), CMDB, and IT Asset Management (ITAM) is a plus.

Familiarity with IVR platforms such as Avaya, Genesys, or Cisco.