ServiceNow Architect/ Manager
100% Remote (pacific hours)
The Service Design Manager will provide portfolio-level strategic oversight for the design, development, modification, and implementation of mid and long-term solutions within the ServiceNow platform to solve the most complex business and technical issues, making high-level design choices and recommending solutions that align the ITSM architecture to T&I strategic plans.
Work closely with the Demand and Portfolio Lead, business stakeholders and IT teams to understand the holistic view of the organization's strategy, processes, information, and information technology assets, using this knowledge to ensure that the ServiceNow platform supports an efficient and secure IT environment that meets the company's needs.
You are an advanced senior professional with wide ranging experience who use professional concepts to resolve complex issues in creative and effective ways, with proven communication and organizational skills.
Work on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors
Advocate for the ITSM platform, utilizing best practices in solution design and data architecture.
Communicate with the Colleagues in technical/non-technical terms, understand their business requirements, and provide suitable solutions.
Collaborate with stakeholders to track, prioritize, and implement complex enhancement requests.
Create user-training material and conduct classroom-style and 1x1 training sessions for our stakeholders.
Develop technical solutions based on business and requirements in described layman's terms or language used by the business, and convey concepts and technical solutions back to the business in terms they understand.
Technical Lead for ITSM implementations in architecture, design, development, implementation and maintenance of the ITSM platform development architecture principles.
Prepares project phase reports, including requirements, feasibility, definition and design. May also review and validate requirements, definition and design to evaluate production impact and support requirements.
Advise on options, risks, and impacts on business processes and ITSM technical architecture. Provide advanced application support to internal team members. Able to serve as a key subject matter expert and mentor Analyst level employees.
Minimum 8 years of experience with ServiceNow
Ability to effectively verbalize, document, communicate and facilitate Business Analysis activities; identification, handling, status reporting, solution options and alternatives, change implementation of various changes to catalog and service request items for distribution in the IT environment, and ultimately made available to the Colleagues
Ability to ascertain information about current organizational processes and how to go about organizing and improving IT Service Management practices based on the feedback.
Build positive relationships with all partners.
Strong analytical, estimating and problem solving skills
Excellent communication skills with strong presentation and facilitation skills
Expert level of development and administration in ServiceNow
Ability to develop high level design documents addressing the business, infrastructure, security, support and operational needs of a solution.
Experience implementing and deploying the core suite of ITSM applications (Incident, Problem, Change, Service Catalog, Service Request, Asset Management, Knowledge Management), ITOM (Discovery, Orchestration, Service Mapping), and Performance Analytics.
ITIL v3 Foundation ServiceNow Certified
Implementation Specialist ServiceNow Certified
Application Developer ServiceNow System Administration
Advanced training ITIL v3 Practitioner or Expert