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    ServiceNow Architect

    USA, Pennsylvania, Pittsburgh

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    • Architect Role
    • Seniority: Mid-level

    Job description

    Include, but are not limited to:

    * Implement ServiceNow Platform and specifically the ITSM, ITOM, ITBM and ITAM modules
    * Support engagement efforts for process definition, re-engineering, improvement, and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders
    * Guide customers in their efforts to take maximum advantage of the investments made in the ServiceNow platform including improvements to business processes
    * Lead technical aspects of project delivery and solution delivery for engagements
    * Provide technical leadership on best practice for ongoing support of ServiceNow
    * Lead the configuration and development of modules to meet customers' business outcomes and requirements
    * Work with the customer to ensure the configuration of ServiceNow meets their overall requirements including drafting technically focused user stories, acceptance criteria, testing strategy, and knowledge transfer
    * Guide and provide required oversight/training for the customer's system administrators throughout the engagement
    * Provide support and technical consultancy for ServiceNow implementations and on-going BAU usage of ServiceNow
    * Consult with Consultants and customers to improve processes and services for the usage of the ServiceNow Platform
    * Lead the overall quality standard to ensure accuracy of customers' hardware and software asset information and how it is being used within the ServiceNow Platform
    * Identify potential "problem" areas within customer ServiceNow environments and provide advice on problem resolution
    * Keeps up to date with industry trends and new ServiceNow offerings to enhance the usability of the ServiceNow Platform
    * Work with the customer during Kick-off calls to identify their requirements for the ServiceNow platform and modules
    * Work with the customer during Kick-off or Discovery calls to identify the topography of their IT systems, products, and platforms they utilize and select the appropriate discovery tools to collect installation data from these environments
    * Support sales and pre-sales activities as required
    * Provide technical support to customers as they implement the ServiceNow platform and the respective modules such as but not limited to ITSM, ITAM, ITOM, and ITBM
    * Work with the customer as needed until the ServiceNow platform and modules are delivering the required outcomes
    * The Technical Architect - ServiceNow will complete all work within agreed timescales and KPI's
    * Assist teams in managing project timelines and customer expectations
    * Develop into a "go-to" resource for others on the team as well as regional sales teams to answer ServiceNow specific questions; provide training and mentoring to other team members
    * Attend, support and represent at conferences and events
    * See themselves as part of the greater whole in meeting or exceeding business objectives on a regular basis, as well as assistance in driving key initiatives for ITAM
    * Stay up to date on new ServiceNow product offerings, take on-going training and certification and accreditations
    * Maintain industry leading knowledge to understand all aspects of the ITAM and Software life-cycle - from licensing to purchasing to deployment to decommissioning
    * Learn and follow the ITAM standards to ensure all ITAM projects are conducted professionally, ethically, and in a manner consistent with quality standards


    * 5+ years of experience implementing, configuring, and customizing ServiceNow
    * Minimum of 5 years of experience with common web technologies and networking (e.g. XML, HTML, AJAX, CSS, HTTP, TCP/IP, etc.)
    * Detailed knowledge of ITIL methodologies, IT architecture, JavaScript and web software design principals
    * Working knowledge and experience of IT Service Management processes (Incident, Problem, Change, Release, SLM, Service Catalog)
    * Detailed knowledge of relational databases
    * Directory service integration experience (Active Directory, LDAP, etc.)
    * Detailed knowledge of Single Sign-on using various authentication methods (token, SAML 1.1, SAML 2.0)
    * Detailed knowledge of Web Services integrations (SOAP, REST)