Role - Lead Consultant/Principal Solution Architect
Technology – Service Now - HRSD
Location – Stockholm, Sweden

Job Description
Today, the corporate landscape is dynamic and the world ahead is full of possibilities! None of the amazing things we do at Infosys would be possible without an equally amazing culture, the environment where ideas can flourish and where you are empowered to move forward as far as your ideas will take you.
At Infosys, we assure that your career will never stand still, we will inspire you to build what’s next and we will navigate further together. Our journey of learnability, values and trusted relationships with our clients continue to be the cornerstones of our organization and these values are upheld only because of our people.

About the Role:
As a Principal Solution Architect, you will be responsible for designing, developing, and implementing Service Now solutions within the Human Resources Service Delivery (HRSD) and Customer Service Management (CSM) domains. You will play a pivotal role in aligning IT solutions with business objectives, ensuring optimal performance, and driving innovation within the organization.

Key Responsibilities:

• Solution Architecture:

o Define and document technical architecture for Service Now HRSD and CSM solutions, including integration points, data flows, and security measures.
o Evaluate and recommend appropriate Service Now modules, features, and best practices to meet specific business requirements.
o Collaborate with business stakeholders to understand their needs and translate them into technical specifications.

• Solution Development:

o Lead the development and implementation of Service Now HRSD and CSM solutions, including customizations, integrations, and workflows.
o Provide technical guidance and mentorship to development teams.
o Ensure adherence to coding standards, best practices, and security guidelines.
o Experience developing custom applications, modules, forms, and workflows in Service Now.
o Ability to integrate Service Now with external systems using REST APIs, SOAP web services and MID Servers.
o Expert level understanding of Service Now best practices.
o Leadership and communication skills
o SME in HRSD & CSM applications

• Integration:

o Design and implement integrations between Service Now and other enterprise systems (e.g., HRIS, CRM, ERP).
o Ensure seamless data flow and synchronization between systems.

• Performance Optimization:

o Monitor and optimize the performance of Service Now HRSD and CSM solutions.
o Identify and resolve performance bottlenecks.
o Key Subject Matter Expert for Service Now across the products.
o Day-to-day direction and technical coordination of Dev Ops Teams.
o Acts as the escalation point for unresolved technical issues.
o Monitors the deviation from Service Now OOTB and Best Practices.

• Innovation:

o Stay up-to-date with the latest Service Now features and technologies.
o Identify opportunities to leverage Service Now to drive innovation and improve business processes.

• Governance:

o Establish and enforce governance processes for Service Now HRSD and CSM solutions, including change management, release management, and incident management.

Required Qualifications:
o Bachelor's degree in Computer Science, Information Technology, or a related field.
o 14+ years of experience in IT, with at least 10 years of hands-on experience with Service Now.
o Proven experience in designing and implementing Service Now HRSD and CSM solutions.
o Strong understanding of Service Now architecture, data model, and configuration.
o Experience with Service Now integrations and scripting (e.g., Java Script, Business Rules, Script Includes).
o Excellent problem-solving and analytical skills.
o Strong communication and interpersonal skills.
o Ability to work independently and as part of a team.

Preferred Qualifications:
o Service Now Certified Implementation Specialist (HRSD or CSM)
o Experience with ITSM or other enterprise service management solutions.
o Knowledge of ITIL framework and best practices.
o Experience with Agile development methodologies.

About Us
Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

Infosys is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.

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