Practice Architect II- ServiceNow

About the role

This is a fully remote opportunity. TEKsystems Global Services (TGS) delivers cloud, data and customer experience solutions through partnerships with leading cloud, design and business intelligence platforms. The ServiceNow Practice Architect provides senior technical leadership for the ServiceNow practice, ensuring high-quality delivery, resource management, and alignment with customer requirements. The role is billable to projects and involves consulting/delivery management, including resource planning, project execution, and adherence to contract attributes. This position supports consulting revenues ranging between $5M and $10M annually.

Responsibilities

• Understand customer requirements and translate them into actionable tasks, providing oversight, guidance, and mentoring to admin teams.
• Ensure ServiceNow engagements are delivered with the highest quality, on time, and on budget.
• Work with team leads on resource planning to staff approved projects with resources from the team; provide input to technical resource sourcing strategies.
• Build resource plans that ensure development teams are staffed with the skill sets required to deliver new services.
• Interview and hire qualified administrators and developers, striving to improve bench strength and augmenting project teams with contract staff when required.
• Work with other members of the management team to understand project and business priorities and schedule work with development staff based on those priorities.
• Effectively lead teams, providing appropriate direction and developmental feedback.
• Provide appropriate cost and resource estimates for all applicable phases of planned projects.
• Provide input to practice methodologies, standards, and leading practices; drive these methodologies and standards through the organization.
• Monitor and manage adherence to methodologies and standards to ensure activities occur as planned.
• Provide sales support in solution phases of the sales engagement lifecycle, including project-level effort and cost estimation.
• Proactively anticipate problems, define the problem, identify possible causes, work with the team to identify solutions, and implement the most appropriate solution.
• Make key decisions based on input from teams, with a solid understanding of IT services principles, firm and business objectives, and needs analysis.
• Provide oversight, mentoring, and training to onshore and offshore ServiceNow admin teams; exercise influence at many levels of the organization up to the Director Level.
• Ensure tactical and strategic team lead goals are met; serve as a role model by promoting and demonstrating commitment to practice methodologies, processes, and standards.
• Develop and train staff; lend expertise to internal IT teams and task forces as well as other IT projects/programs.

Requirements

• ServiceNow Certified System Administrator required.
• ServiceNow Certified Implementation Specialist required.
• Certified Master Architect or Certified Technical Architect preferred.
• ITIL Foundations certification preferred.
• BA or BS degree in a related field; MS preferred.
• Minimum 10 years of ServiceNow configuration and development experience.
• Practical, hands-on experience with various versions of the ServiceNow platform.
• Strong implementation experience on all core modules of the IT Service Management product.
• Experience with several of the following ServiceNow products: ITSM, ITOM, Virtual Agent, Integration Hub, AppEngine, SAMPro, HAMPro, FSM, CSM, HRSD, SPM, and IRM.
• Experience with NOW Assist AI development and configuration.
• Experience configuring tables, forms, views, workflows, notifications to deploy and automate IT and business services delivered.
• CMDB experience with multiple sources of data, including ServiceNow Discovery, integrations with other tools, and data imports.
• Service Mapping experience is a plus.
• ServiceNow integration experience with multiple of the following: Email, JDBC, JSON, LDAP, SOAP, REST, SCCM, SCOM, SMS, SSO (SAML 1.1, SAML 2.0, OpenID), Digest Authentication, ODBC, Data Export, CTI.
• Practical knowledge of web-based development languages, specifically JavaScript, Ajax, HTML, CSS, and ServiceNow APIs, Web Services.
• Proposal and/or Statement of Work development experience.
• Minimum 5 years of experience building, integrating, and delivering enterprise-wide solutions.
• Proven ITSM product/solution development management experience.
• Work experience in professional services and consulting.

Skills

• Proven product development ideally in key verticals.
• Understanding of resource management, communication management, cost management, risk management, quality management, and integration management.
• Possesses an understanding of IT services: service offerings, technical standards and policies, technical and business strategies, and organizational structure.
• Maintains awareness of new and emerging technologies.
• Strong knowledge and experience in disciplines, tools, and processes resident within the specific practice.
• Strong analytical and problem-solving skills needed to manage technical challenges across multiple projects/programs simultaneously.
• Possesses leadership qualities required to lead and manage high-performing application engineering teams.
• Excellent interpersonal and communication skills required to lead and motivate technical teams that deliver quality services.
• Excellent management, interpersonal, communication, and organizational skills; sound judgment and tact.
• Ability to work and team effectively with clients and other management personnel.
• Excellent written and verbal communication skills; collaborative.

Benefits

• Medical, Dental, and Vision.
• Critical Illness, Accident, and Hospital Insurance.
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available.
• Life Insurance (Voluntary Life and AD&D for employee and dependents).
• Short and Long-Term Disability.
• Health Spending Account (HSA).
• Transportation Benefits.
• Employee Assistance Program.
• Time Off/Leave (PTO, Vacation or Sick Leave).

Pay

The pay range for this position is $148,200.00 – $222,400.00/year. Individual compensation within this range will depend on qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors. Additional earnings may be available through incentive programs like annual bonuses and profit sharing.

Schedule

This is a permanent, fully remote position based out of Hanover, MD.