ServiceNow Technical Architect

Job Description

Job Description

We are looking for a ServiceNow Technical Architect to design the structure of our ITSM systems and oversee programs to ensure the proper architecture is implemented.

The Technical Architect - ServiceNow, will contribute to a team of specialists working to assist our clients customers in understanding their ServiceNow environments. The Technical Architect - ServiceNow will join the IT & Software Asset Management (ITAM) Team to focus primarily on the implementation, configuration, and management of customers' ServiceNow platform. The Technical Architect - ServiceNow will be an expert in ServiceNow and have a proven methodology and best practice for implementation the ServiceNow platform and associated modules. To be successful the Technical Architect - ServiceNow will have a process definition supporting ServiceNow implementations and will be very experienced with the practical implications of implementing and sustaining those processes. The Technical Architect - ServiceNow will be a technical lead and member of an overall engagement project team focused on delivering successful customer outcomes; focusing primarily on leading the implementation of the ServiceNow platform and the implementation of ServiceNow ITAM, ITSM, ITOM, ITBM modules and the development of the modules specific to the customer business requirements and outcomes.

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 customer's 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 KPI's
• 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