Tech Solutions Arch. Strategic Advisor

This is a senior position in the ServiceNow Professional Services team. This position is responsible to architect and implement ServiceNow platforms for clients

Responsible for implementing the technical and business solutions that has been sold to the Client for the NTT Data's ServiceNow platform. Act as the expert in ServiceNow design and development principles that enables him/her to work with external development partners and key stakeholders to develop solutions that embrace ITIL processes and best practices. The successful candidate will be responsible for defining the platform governance, architecture & roadmap, and will drive innovation in the field of analytics, business intelligence & self-service.

Principal Accountabilities

Defines policy & standards – Architecture principles, Integration standards, Platform upgrade strategy, performance tuning etc.

Define technical architecture documentation for implementations, build framework structure / templates for capturing technical information on module implementations.

Support customer and other vendor team members to assess technical feasibility of the business requirement and implementation of solution.

Leads any technical issues preventing successful service delivery and communications towards successful resolution.

Architect, design and deploy solutions using ServiceNow platform.

Define development best practices, architecture, code review check list, provide technical leadership and mentoring the ServiceNow Team.

Design solutions for agreed system integration, create and maintain API and data integration processes between ServiceNow and other platforms.

Consult with Customer and Service Management teams on platform enhancements and improvements including identifying potential opportunities for improvement of the platform.

Collaborate with ServiceNow Support concerning strategies and technical aspects of platform upgrades, patch installation and hot fixes.

Implementation of approved apps from ServiceNow application store.

Technical oversight of activities for vendor resources on as-needed basis for project work/Steady state

Validate all Requests for Enhancement (i.e., platform changes) providing technical perspective and recommendations and perform feasibility study where required.

Set standards for mid server deployment and usage.

Conducting platform performance audits and remediation activities.

Analyze requirements and implement solutions to agreed enhancements to the ServiceNow platform per documented requirements and deliverables.

Develop agreed integrations between the Client ServiceNow system and external systems.

Responsible for executing patching and upgrades to the ServiceNow Platform.

Promotion of update sets to relevant instances as per the development standards and as required.

Act as the Problem Manager for Platform related Problem Records for assigned applications.

Ensure adherence to quality standards and attainment of project deliverables.

Some limited travel may be required for workshops.

Required

• A deep understanding of ServiceNow technology and the portfolio of applications.
• Ability to be self-motivated and to take the lead without needing direction.
• Excellent communication and organizational skills.

Preferred

• Certifications – ITIL Foundation or Master, Lean Sigma or similar process related.
• Experience leading transition or integration projects for ServiceNow implementations.
• Strong understanding of ITIL processes.
• Any background in Service Management or Delivery roles would be a strong plus.

Qualifications

• ServiceNow Certified Administration certification (CSA)
• Certified Implementation Specialist in ITSM (CIS-ITSM)
• Certified Implementation Specialist in Service Provider (CIS-SP)
• ITIL Foundation certified.
• 8 years’ experience as a developer / architect in a ServiceNow environment