ServiceNow ITAM Architect

Job Responsibilities

• Contribute to the ServiceNow AI platform roadmap and strategy
• Lead the outcome-focused delivery of ServiceNow ITAM capabilities
• Enforce technical governance policies (platform engineering and development standards)
• Manage ServiceNow code quality control processes
• Work collaboratively with our ITOM & CMDB experts, infrastructure teams, and vendor(s)
• Serve as our ITAM expert across ServiceNow AI platform delivery and AI-powered self-service workflows
• Lead workshops, tech solutioning, development, and unit testing for ITOM Discovery and/or Service Mapping and/or ITAM HAM Pro / ITAM SAM Pro
• Provide input and sign off on solution design for complex features
• Advocate for ServiceNow as the AI digital front door and enterprise asset management platform
• Design, develop, and deploy ServiceNow ITAM features (HAM & SAM)
• Set up On-premise and SaaS provider integrations to 3rd party asset applications (e.g., MS Office, Adobe Cloud, SCCM/InTune/Entra, Tanium, Jamf, etc.)
• Create and utilize reports and dashboards to demonstrate current and historical usage
• Aid in configuring content libraries, SCCM, InTune, Entra, Tanium and Jamf Service Graph Connectors
• Load, manipulate and maintain enterprise asset data between ServiceNow and other systems
• Maintain health, usage, and overall compliance of ServiceNow and its integrated applications
• Configure and customize platform components and extend ServiceNow functionalities using UI builder, portal designer, client/server-side scripting, UI policies, business rules, and Flow Designer (aka Workflow Studio)
• Collaborate with architects, product owners, and internal customers to understand requirements and deliver high-quality technical solutions on time
• Support the team in managing operational work: tier-2 support and troubleshooting for ServiceNow incidents and operational requests, along with administration functions such as managing users, workflows, tables, and data
• Perform access reviews, conduct compliance activities, and serve as delegate for administrative processes
• Collaborate with architects, product owners, and internal customers to understand requirements and deliver high-quality technical solutions on time
• Utilize tools to regularly monitor and analyze system performance, perform regular maintenance, and proactively take corrective actions as necessary to ensure platform reliability
• Define requirements, design workflows, participate in all build/configuration, testing, and implementation activities, as well as analysis and troubleshooting to meet specifications of a project or service request
• Ensure application meets SailPoint security standards and best practices
• Investigate and advise on new features released by ServiceNow and what impact they could have on current processes
• Utilize scripting tools and ServiceNow functionality to create scripts that automate repetitive tasks
• Tailor user interfaces to improve the overall user experience of ServiceNow, leveraging UI builder and custom HTML/CSS/Javascript when necessary

Required Experience and Skills

• At least 5 years hands on experience with ServiceNow development and administration with a focus on the ITAM domain
• Proven experience in implementing CMDB/CSDM, ServiceNow Discovery, HAM and SAM
• Current implementation specialist certifications for ServiceNow Discovery, HAM, and/or SAM, along with a System Administrator certification
• Strong ITIL methodology competency
• Builds great user experiences across the following UIs: Service Portal, Workspaces, Next Experience core UI, and UI pages
• Foundational knowledge of Glide APIs and platform-related programming languages (JavaScript, AngularJS, Python, etc.)
• Strong understanding of ServiceNow platform data model
• Demonstrated skills associated with software design, modification, implementation and deployment, including object-oriented development concepts
• Understanding of technical governance, key design patterns and large data volume limitations and best practices
• Skilled at analyzing and mapping complex business processes to technical solutions, while identifying opportunities for business process re-engineering
• Experience with QA methodologies (usability testing, performance testing, automated testing, test scripts, test cases and test plans)
• Integration experience using REST APIs, IntegrationHub, and/or MID Server
• Familiarity with the continuous delivery model and agile development processes
• Experience using collaboration tools such as Microsoft Teams, Slack and Confluence
• A particular desire to continually study new technologies and functionality, as well as be involved in projects that push the capabilities of existing technologies
• Truly enjoys delivering Enterprise Service Management solutions and a strong desire to see the continued acceptance and success of those solutions at SailPoint
• BS Computer Science, Engineering, or equivalent experience

Preferred Skills

• ArchX (Architecture Excellence) and/or Certified Technical Architect designation
• Exposure to other ServiceNow modules like Performance Analytics, AI Control Tower, and GRC