Yerevan, Armenia
I’ve been working with ServiceNow for quite a while, wearing different hats and trying out different roles. For the last years, I’ve been in a ServiceNow architect role leading platform and solution architecture in a complex, enterprise-scale multi-instance setup. I guide architectural and technical decisions both strategically and operationally. I hold multiple ServiceNow certifications, including the ServiceNow Certified Technical Architect (CTA) title, CSA, CAD, CIS (ITSM, HR, APM, SPM), and multiple micro-certifications. I’m also certified and experienced in other technical and soft skill areas. Continuous learning has always been kind of a hobby for me, and a way to stay sharp and expand my horizons. ServiceNow is my core, but I also have a solid understanding of customer experience, IT Service Management, software testing, and data analytics, all of which help me design solutions that work not just technically, but for real users and processes. I like solving meaningful problems and spotting opportunities for impactful refactoring. My favorite areas are anything Service Portal or Employee Center (maybe except Content Publishing features), complex integrations, and licensing puzzles. Bonus: I make wonderful compelling presentation slide decks. I care about doing things right and making sure what we build actually makes sense. I’ve always worked in global, multicultural environments, and I thrive in teams where curiosity is welcome, questions are encouraged, and doing something blindly is never enough.
Leading platform and solution architecture in a complex multi-instance setup. My role is to guide architectural and technical decisions, make sure delivered solutions actually make sense, and step in when things get complicated, especially around data and integrations. I’m a key decision-maker in the Architecture Review Board, where we review customizations and make strategic technical calls. I also handle governance across development and operations teams: estimating development work, reviewing all delivered changes (both code and solution logic), and coordinating platform maintenance and licensing.
In this role, I looked after the overall health of the ServiceNow platform while supporting ongoing development and improvements, and was also involved in enterprise-scale implementations of HRSD and SPM. I led multiple integrations with external systems, drove refactoring of legacy solutions across different areas, set up architecture, technical, and code review procedures, and did hands-on automated testing using ATF (50+ test cases covering the most critical ITSM and portal flows). I also ran an App Engine pilot for citizen development with around a hundred participants globally.
I improved customers’ experience with IT services by enhancing ServiceNow Service Portal and ITSM, listening to feedback, and spreading a customer-centric culture across the IT organization. I led hundreds of user stories across ITSM, Catalog, and Service Portal, saving time and easing work for both customers and service teams. I also redesigned transactional surveys, doubling the CSAT response rate, and built ServiceNow functionality to manage customer feedback, reaching 85% global adoption. On the portal side, I coordinated localization and transformation projects, reworked client-facing notifications, launched a global Customer Experience community of practice, and worked on XLA concepts, KPI definitions, and dashboards with Performance Analytics. I played both Product Owner and functional expert roles for Service Portal, surveys, and ITSM in the EU region.
I provided second-level support for multiple internal business applications, resolving customer incidents, collaborating with developers, and achieving high KPIs through efficient knowledge management and testing.