Infra Tech Support Practitioner
Project Role Description : Provide ongoing technical support and maintenance of production and development systems and software products (both remote and onsite) and for configured services running on various platforms (operating within a defined operating model and processes). Provide hardware/software support and implement technology at the operating system-level across all server and network areas, and for particular software solutions/vendors/brands. Work includes L1 and L2/ basic and intermediate level troubleshooting.
Must have skills : ServiceNow IT Service Management
Good to have skills : Servicenow Tools Administration
Minimum 5 year(s) of experience is required
Educational Qualification : 15 years full time education
Job Title: ServiceNow Architect (ITSM/ITOM Specialist - L3)
Summary:
As a high-level technical authority and L3 Lead, you will drive the strategic evolution of the ServiceNow ecosystem. This role focuses on transitioning the organization from reactive troubleshooting to proactive, AIOps-driven operations. You will be responsible for the long-term roadmap of the Common Service Data Model (CSDM), architecting complex Service Maps, and leading the implementation of ITOM Event Management to enhance platform intelligence and service availability.
Roles & Responsibilities:
Platform Governance & Strategy: Act as the Gatekeeper for the production environment, reviewing all Update Sets and Scoped Apps to prevent technical debt and ensure best practices.
Architectural Leadership: Design and oversee the implementation of CSDM 4.0 across all modules to ensure seamless data flow between Request, Incident, and Change.
AIOps Transformation: Design and implement Event Management strategies, including Alert Correlation Rules and Service Mapping, to enable proactive operations.
Release Management: Lead technical evaluations for major ServiceNow upgrades (e.g., Washington DC,Xanadu) and perform comprehensive impact analyses.
Integration & Automation: Design complex integrations via Integration Hub and identify opportunities for Predictive Intelligence (ML) and Playbooks to automate service desk tasks.
Mentorship & Escalation: Serve as the final technical escalation point (L3) and provide guidance and growth opportunities for L1/L2 engineering teams.
Professional & Technical Skills:
Must To Have Skills:
ServiceNow ITOM Expertise: Deep-dive experience in Event Management (Event Rules, Thresholds), Service Mapping.
Platform Engineering: Mastery of CSDM 4.0 alignment and CMDB Governance using Query Builder and Health Dashboards.
Advanced Scripting: Expertise in Server-side scripting (Script Inclusions), Processor scripts, and complex Flow Designer actions.
Integration Mastery: Advanced use of IntegrationHub, REST/SOAP, JSON, and mid-tier authentication protocols.
Experience: 7+ years of dedicated ServiceNow architecture and development experience.
Good To Have Skills:
Third-Party Monitoring: Integration experience with tools like Dynatrace, Datadog, Splunk, or SolarWinds.
Data Analytics: Proficiency in Performance Analytics for building executive-level MTTR and service availability dashboards.
AIOps/ML: Familiarity with Predictive Intelligence and AI-driven automation strategies.
Cloud Governance: Experience with Tag-based Discovery to maintain cloud-native CMDB accuracy.
Additional Information:
Role Level: L3 (Subject Matter Expert/Technical Lead).
Focus Areas: ITOM (Visibility & Health), ITSM, and Platform Engineering.
Goal: Moving the organization toward a proactive, automated, and high-integrity data environment.
Minimum 7 years of relevant experience in infrastructure automation.
Location: Noida office
15 years full-time education is mandatory.
Gurugram
Equal Employment Opportunity Statement
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.
We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.
We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.
At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.
Join Accenture to work at the heart of change. Visit us at www.accenture.com.
We have been alerted to the existence of fraudulent messages asking job seekers to set up payment to cover various costs associated with establishing employment at Accenture. No one is ever required to pay for employment at Accenture. If you are contacted by someone asking for payment, please do not respond, and contact us at india.fc.check@accenture.com immediately.