ServiceNow Architect

Applicants are required to be eligible to lawfully work in the United States immediately. This position is not available for H1-B visa sponsorship. Retention Bonus: $1,500.

About the role

The ServiceNow Architect is responsible for the architecture, design, implementation, and enhancement of innovative technology solutions using the ServiceNow platform, enhancing business processes, and driving operational excellence. This position collaborates with various internal and external IT resources, including Systems, Communications, Security, Project Management Team, and ServiceNow Development team, to release changes in the ServiceNow environment that are focused on delivering business outcomes.

Responsibilities

• Analyze and translate business information and technical requirements into an architectural blueprint.
• Lead the design and architecture of ServiceNow solutions across multiple modules.
• Partner with IT and ServiceNow teams to establish delivery operating governance to ensure successful go-lives, end-user adoption, and ongoing support.
• Ensure best practices and governance processes are followed during the lifecycle of projects.
• Lead all technical aspects of project and solution delivery, including Application UI, workflow, development of specific reporting, and integration components (SSO, LDAP, etc.).
• Identify potential challenges and propose innovative solutions to address them.
• Identify and communicate talent gaps and propose solutions to address the gaps.
• Develop technical strategies and roadmaps for ServiceNow implementations, upgrades, and integrations.
• Assist in the implementation and configuration of ServiceNow modules and features (e.g., CMDB, Knowledge, discovery, orchestration).
• Collaborate with business stakeholders to translate business requirements into scalable, maintainable ServiceNow implementations.
• Build and maintain strong relationships with the business through effective communication, understanding their needs, and delivering high-quality solutions that exceed their expectations.
• Conduct workshops and training sessions to educate end-users and IT staff on ServiceNow capabilities and features.
• Mentor NTTA staff in learning ServiceNow and be a champion in developing NTTA staff to be long-term functional resources.
• Stay current with ServiceNow updates and new features, integrating them into future and existing projects as applicable.
• Create comprehensive technical documentation, including architecture diagrams, design specifications, and implementation guidelines.
• Support future integrations with applications outside of ServiceNow.
• Provide support during non-business hour ServiceNow releases and migrations.

Requirements

• Bachelor’s degree in any field or an equivalent combination of education and experience is acceptable.
• 5+ years working at a ServiceNow Architect level, a total of 7+ years on the ServiceNow platform (including ITSM, ITOM, ITAM, CMDB, SPM).
• Extensive understanding of ServiceNow's capabilities and a proven track record in architecture and project leadership.
• Proficient in the Microsoft Office 365 suite including Teams, Word, Excel, and PowerPoint.

Qualifications

Preferred:

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• 1+ year working with ServiceNow’s GenAI model Now Assist.
• ServiceNow Certified Technical Architect (CTA).
• Certified ServiceNow System Administrator and Certified Implementation Specialist.
• IT Service Management (CIS-ITSM).
• IT Operations Management (CIS-ITOM).
• Hardware Asset Management (CIS-HAM).
• Software Asset Management (CIS-SAM).
• ServiceNow Certified Application Developer (CAD).
• ServiceNow Certified Master Architect (CMA).
• Strong understanding of ITIL, ITSM, ITOM, ITAM, and business processes.
• Proficient in JavaScript, HTML, CSS, and other relevant web technologies.
• Experience with integrations using REST, SOAP, email, etc.
• PMP or Certified Scrum Master.
• Exceptional communication and interpersonal skills.
• Strong problem-solving and analytical skills.
• Excellent leadership and project management abilities.