ServiceNow Architect

This open position will primarily support the ServiceNow platform, integrations and integration code between ServiceNow and other tools, ensuring broadly reusable data models and solutions and adopting and/or reverting to ServiceNow out-of-box capabilities.

The IT Tools Administration & Integration Architect is a technical position requiring advanced cross-platform architecture, planning, & administration of IT services, applications, systems, components & integrations. This role requires data & architectural analysis, design, development & implementation of a system using object-oriented code for data extract/transform/load (APIs, SQL), integration, automation, & web UIs.Incumbents must be able to think logically/conceptually about business, technical & data requirements and effectively communicate, non-technically, with IT staff, customers, stakeholders and IT leaders.

This role is a primary liaison between the administration team and technical & business customers, and interacts regularly with IT leaders.

This role may be a sub-technical lead and/or direct the technical work of other team members, junior associates and/or partners to deliver results.

The purpose of this role is to provide managed and integrated IT services [stable, secure, standard, simple, supportable, self-operating (automated), sourced, compliant], which are governed and prioritized by Key Stakeholders, including the administrator team. Service areas may include, but are not limited to, applications/tools enabling management of IT Services, Assets, & Infrastructure (Network & Systems), IT Monitoring, Job Scheduling, Integration Code, Automation, & IT Security. Team members work closely with IT Infrastructure & Security teams, internal stakeholders & customers, and external partners to identify requirements, set priorities, and deliver business outcomes via current tools.

Job Responsibilities:

• Perform Technical Delivery Management (TDM): Function as Technical Owner and/or Subject Matter Expert of one or more low to moderate complexity services/technologies, & related integrations:
• ITIL Service Design & Continual Improvement Processes: Design Coordination, Service Level, Risk, Capacity, Availability, Service Continuity, Security, Compliance, Architecture, Supplier, Continual Improvement, Reporting
• Align to and/or create/maintain 12-18 month roadmap; publish, enforce & configure to standards, including versioning; Manage technical service operations & issues with customers, internal support teams, & external partners
• Communicate: Prepare for, or lead, Stakeholder discussion to report KPIs/metrics/status, identify opportunities, & prioritize work
• Interact with stakeholders, customers & technical support teams
• Gather & evaluate customer & technical requirements, & convert to functional specs; provide consulting for assigned services
• Manage small-medium projects in the area of specialization & small project teams across functional groups to deliver services
• Direct daily efforts of external operations partners
• Provide updates & reporting, including presentations regarding Services, to managers & customers as appropriate
• Lead process councils, provide user training, & function as primary escalation contact for service area
• Enhance Services: ITIL Service Transition Processes: Knowledge, Change, Asset & Configuration, Release & Deployment, Transition Planning & Support, Service Validation & Testing, Evaluation
• Identify/implement enhancements per operational & Stakeholder priorities (Improve capabilities, integrate, automate, expand user community, expand the technical scope, replace/decommission legacy services, rearchitect applications)
• Integrate & Automate: Design integrated & automated processes & technical solutions
• Data model; object & function-oriented design; multi-platform, structured, self-documenting code; verbose variables; embedded debugging, logging & data validation; SDLC (Dev/Test/Prod), open web standards
• Operate Services: ITIL Service Operation Processes: Event, Incident, Problem, Access, Request Fulfillment, Operations, and Documentation - May be complex, ambiguous, and span functional areas
• Daily activities required to maintain awareness and ensure the functionality of assigned services
• Upgrade & Patch Applications to maintain supported levels and address issues
• Provide Emergency On-Call Support

Job Requirements

• Bachelor's Degree (prefer Computer Science, CIS, MIS, Engineering, or related); In lieu of degree, 9 years of relevant IT experience
• Certifications: IT Technologies, ITIL Foundations, Processes/Standards (desired)

• 7-8 years of experience in Information Technology, preferably including 6-7 years of ServiceNow IT Service Management administration experience (Experience as an Admin, Not a User)

• Experience mirroring significant portions of Primary Purpose, Principal Duties & Responsibilities, and Knowledge, Skills & Abilities
• Experience leveraging data to identify, recommend, and implement system improvements using new or existing technologies
• Experience with HTML/CSS or Scripting and a minimum of two, but prefer more of the following: APIs (REST, SOAP, SQL, CLI, Powershell) or Web Standards [PHP, Python, Perl, .NET, OO code, XML, JSON, JavaScript, JS Frameworks]
• Structured, linear thinking to define standards & guarantee results; Creative, non-linear thinking to solve problems in new ways
• Excellent communications: Translate between business & technical language, to functional requirements, and to documentation
• Experience managing moderately complex applications/services in a team atmosphere and driving to solutions