Technical Architect - ServiceNow (Immediate Joiner)

Role & responsibilities

Responsibilities

• 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 customers 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 KPIs
• Assist SHI 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 SHI 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 SHI quality standards

Qualifications

• 5+ years’ experience implementing, configuring, and customizing ServiceNow
• 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)