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Title:  Lead Administrator - L2

Requisition ID:  69221
City:  Waltham
Country/Region:  US
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description

JC#69220/ 69221

Location - US (Remote) is fine with the below condition.
(Waltham - required travel at client location for 1-2 days in a month on their own expense)

Bill Rate - 70 to 88 USD/H

Job Title: ServiceNow Solution Architect – Foundation Data & CSDM
Location: US Remote
Job Type: Full-time / Contracting
Experience: 10+ years ServiceNow (with at least 5+ years as Technical Architect)

Job Summary:
We are seeking an experienced ServiceNow Technical Architect specializing in Foundation Data and Common Service Data Model (CSDM) to lead the design, governance, and implementation of a standardized data model across our ServiceNow platform. The ideal candidate will have deep technical expertise in ServiceNow, a solid understanding of enterprise architecture principles, and a proven track record of delivering CSDM-aligned data strategies that enable robust CMDB health, service mapping, and platform-wide governance.

Key Responsibilities:
    • Define and govern the ServiceNow Foundation Data model (companies, locations, cost centers, departments, users, groups, etc.).
    • Design and implement CSDM-compliant data models to support ITSM, ITOM, APM, SecOps, and other modules.
    • Act as a key advisor for CMDB health, data integrity, and CI class modeling based on CSDM best practices.
    • Collaborate with ServiceNow product owners and stakeholders to define data ownership, lifecycle, and integration strategies.
    • Review, evaluate, and recommend improvements to existing ServiceNow architecture, focusing on data model alignment.
    • Partner with integration architects and developers to ensure external data sources feeding into the CMDB align with CSDM and Foundation Data standards.
    • Lead CSDM enablement sessions, data workshops, and training for internal teams and stakeholders.
    • Establish governance models for data ownership, stewardship, and compliance.
    • Define and track KPIs related to CMDB health, data quality, and model compliance using dashboards and Performance Analytics.
    • Stay current with ServiceNow releases and CSDM roadmap updates, and drive adoption of new capabilities.

Required Skills & Qualifications:
    • Bachelor’s degree in Computer Science, Information Systems, or related field; Master’s degree preferred.
    • 10+ years of ServiceNow experience, including at least 5+ years in a Technical Architect role.
    • Deep knowledge of ServiceNow CSDM, CMDB, and Foundation Data constructs.
    • Experience implementing and governing Foundation Data across large enterprise environments.
    • Proficient with ServiceNow modules such as ITSM, ITOM, APM, and SAM.
    • Strong understanding of data modeling, relational data concepts, and service mapping.
    • Hands-on experience with Discovery, IntegrationHub, MID Servers, and 3rd-party integrations.
    • Familiarity with frameworks like ITIL, TOGAF, and COBIT.
    • Excellent stakeholder communication, documentation, and presentation skills.

Preferred Qualifications:
    • ServiceNow Certified System Administrator (CSA)
    • ServiceNow Certified Implementation Specialist (CIS) – CSM, ITSM, or CMDB
    • ServiceNow Certified Application Developer (CAD)
    • ServiceNow CSDM and CMDB Health certifications or trainings
Experience with Performance Analytics and/or Reporting tools

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Do

  • Provide adequate support in architecture planning, migration & installation for new projects in own tower (platform/dbase/ middleware/ backup)
    • Lead the structural/ architectural design of a platform/ middleware/ database/ back up etc. according to various system requirements to ensure a highly scalable and extensible solution
    • Conduct technology capacity planning by reviewing the current and future requirements
    • Utilize and leverage the new features of all underlying technologies to ensure smooth functioning of the installed databases and applications/ platforms, as applicable
    • Strategize & implement disaster recovery plans and create and implement backup and recovery plans
  • Manage the day-to-day operations of the tower
    •  Manage day-to-day operations by troubleshooting any issues, conducting root cause analysis (RCA) and developing fixes to avoid similar issues. 
    • Plan for and manage upgradations, migration, maintenance, backup, installation and configuration functions for own tower
    • Review the technical performance of own tower and deploy ways to improve efficiency, fine tune performance and reduce performance challenges
    • Develop shift roster for the team to ensure no disruption in the tower
    • Create and update SOPs, Data Responsibility Matrices, operations manuals, daily test plans, data architecture guidance etc.
    • Provide weekly status reports to the client leadership team, internal stakeholders on database activities w.r.t. progress, updates, status, and next steps
    • Leverage technology to develop Service Improvement Plan (SIP) through automation and other initiatives for higher efficiency and effectiveness

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Team Management

  • Resourcing
    • Forecast talent requirements as per the current and future business needs
    • Hire adequate and right resources for the team 
    • Train direct reportees to make right recruitment and selection decisions 
  • Talent Management
    • Ensure 100% compliance to Wipro’s standards of adequate onboarding and training for team members to enhance capability & effectiveness
    • Build an internal talent pool of HiPos and ensure their career progression within the organization
    • Promote diversity in leadership positions
  • Performance Management
    • Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports.
    • Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below
  • Employee Satisfaction and Engagement
    • Lead and drive engagement initiatives for the team
    • Track team satisfaction scores and identify initiatives to build engagement within the team
    • Proactively challenge the team with larger and enriching projects/ initiatives for the organization or team 
    • Exercise employee recognition and appreciation 

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Deliver

No Performance Parameter Measure
1 Operations of the tower SLA adherence
Knowledge management
CSAT/ Customer Experience
Identification of risk issues and mitigation plans
Knowledge management
2 New projects Timely delivery
Avoid unauthorised changes 
No formal escalations

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Mandatory Skills: ServiceNow ITOM Service Mapping .

 

Experience: 8-10 Years .

 

Expected annual pay for this role ranges from $80,000 to $1,58,000 . Based on the position, the role is also eligible for Wipro’s standard benefits including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options.

 

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

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Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at ombuds.person@wipro.com.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.

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