As the technical lead, the ServiceNow Architect will have overall responsibility for the ServiceNow platform, including architecture, design, development/implementation, maintenance, and administrative functions supporting the platform. The position holder will leverage the platform to drive strategic, transformational, and innovative change. The position holder will interact with a variety of IT and business team members to gather requirements, translate requirements into solutions, and communicate those solutions to stakeholders, as well as providing guidance and implementing changes on the ServiceNow platform for both project and operations-based initiatives. Position is responsible for managing a queue of enhancement requests, identifying priority based on level of effort and needs of the business, and working with Business Relationship Managers and Process Owners to understand and recommend additional opportunities within the product to resolve business problems and improve outcomes. This hands-on position has overall responsibility for all work done on the platform. Though work will be primarily accomplished through oversight of outside partners/developers, this role is expected to significantly contribute via hands-on work such as updating Service Catalog & CMDB, updating configuration settings, implementing integrations, troubleshooting, etc….
In addition, this role will lead or assist user experience projects which may be unrelated to the ServiceNow platform.
Essential Functions
1. Maintain ServiceNow Platform (50%)
a. Responsible for the estimation and development of complex ServiceNow solutions. Expected to craft fast, efficient, and large-scale solutions. You must be able to balance business needs vs customisation controls vs speed/scale
b. Maintain Service Portal and Service Catalog implementations as directed by process owners
c. Maintain and improve the Configuration Management Database (CMDB), including related maintenance, service mapping and discovery, etc…
d. Create and maintain automations and integrations between ServiceNow and other IT platforms (e.g. SCCM)
e. Assist with the creation and maintenance of reports for leadership
f. Troubleshoot issues with ServiceNow support and track root cause analysis
g. Execute change management processes
h. Ensure maintainability of the platform through upgrades by following established best practices for development
i. Manage platform upgrades, including reviewing relevant release notes and communicating expectations to all users of the platform
j. Create and maintain formal system documentation such as Standard Working Practices (SWP), Work Instruction Documents (WID) and Standard Operating Procedures (SOP)
k. Oversight and coordination of managed service providers (MSP), including challenging MSP to delivery high quality, modern solutions
l. Ensure solutions delivered are engineered in accordance with corporate architecture and infrastructure standards
m. Help drive adoption of ITIL in the organization
2. Project Management (30%)
a. Lead ServiceNow project initiatives through requirements gathering, implementation, and production releases
b. Scope solution requirements and configure solutions around the ServiceNow platform to meet business needs and project deliverables
c. Organize and prioritize development efforts, interfacing with other technical teams as necessary
d. Oversight and coordination of development efforts with outside vendors/partners
3. Strategy (20%)
a. Widen the use of ServiceNow by partnering with stakeholders to implement new capabilities
b. Provide thought leadership in strategic direction for Enterprise Implementation of the ServiceNow platform
c. Establish and maintain a roadmap for the adoption of new applications and application enhancements
d. Establish and execute governance for the ServiceNow platform
Requirements
· Education
College diploma or university degree in the field of computer science, information science, management information systems, or business administration or a related field (or equal years of experience)
· Information Technology Experience
o 8+ years of overall experience in information technology
o 5+ years of experience as a ServiceNow Architect
o ServiceNow System Administrator certified
o ServiceNow Implementation Specialist certified
o ITIL Foundation certified with strong understanding of the ITIL framework
o Deep functional and technical knowledge of all ServiceNow modules, especially, Incident Management, Request Management, Service Catalog, Knowledge Management, Integration Hub/Orchestration, and Service Desk
o Experience with JavaScript and HTML and other Service Portal technologies
o Experience with modern web integration protocols (e.g. REST, JSON, SOAP/XML, etc.)
o Experience designing, building, and maintaining Configuration Management Databases (CMDB)
o Experience with ServiceNow Discovery and MID Server configuration
o Ability to clearly present ServiceNow knowledge and best practices to key stakeholders
o Working knowledge of LDAP, AD, SSO, Email Infrastructure, Web Services
o Self-motivated with willingness to learn new ServiceNow applications and functionality
o Strong business analysis skill and experience, including requirements definition and process modelling
o Experience working at all levels of the organization to develop a platform roadmap and strategy and ability maintain consensus around the strategic direction
o Strong technical competency with willingness to learn.
· Leadership and Teamwork
o Strong track record of effective cross-functional team collaboration and execution
o Ready to think, behave and act in an innovative consulting manner to drive the organization's digital business strategies
o Effective leadership skills, including consensus building
· Project Management
o Experience leading teams and driving results with multiple projects across several functional areas
o Experience in project planning, development, and delivery
o Experience in managing projects in collaboration with external partners (managed service organizations, technology vendors, and consulting companies)
· Communication, Organization and Problem-Solving Skills
o Excellent interpersonal communication skills, ability to network, strong personal integrity, collaborative mindset, and a strong customer focus are necessary
o Ability to organize, prioritize, and work effectively in a constantly changing environment
o Demonstrated problem solving skills, including taking ownership to ensure timely resolution, a strong sense of urgency, keen attention to detail, and the ability to plan, organize and successfully execute in an environment under time and resource pressures
· Desirable Knowledge & Experience
o Prior experience with managed services in an on-shore/off-shore model highly preferred
o Prior Pharmaceutical experience is preferred
o Prior experience in designing and implementing complex, global, multi-tenant, multi-language solutions
