ServiceNow Platform Architect

Company Description

About IAG Tech

IAG Tech is a community of IT and digital professionals from across the International Airlines Group (IAG). We drive the technology behind some of the biggest and most successful brands in global aviation, including British Airways, Aer Lingus, and Iberia.

Brought together in 2019, we are a unique community with a shared vision to deliver Technology Excellence and be recognised as industry leaders in the use of technology.

Our mission is to delight customers, enable employees, accelerate business performance, protect our business and increase shareholder value, through the innovative and agile use of technology and data.

We use product-centric delivery teams using agile methods to implement new capabilities at pace and maximise business outcomes. With a relentless focus on improving system performance and stability, we continually strive to find new and better ways to innovate and support the Group.

Our Values

At IAG Tech we share common... values to help us create the right culture to underpin our thriving community:

Innovation | we value identifying new ways of using technology to solve business challenges

Empowerment | we value giving people the freedom to operate, that they take accountability, and collaborate with colleagues

Professionalism | we value having and developing the right knowledge and competency to be able to do our jobs to the best of our ability

Transparency | we value honesty and integrity and always share the reality in a manner the business understands

Agility | we value responsiveness, speed and flexibility in everything we do

We celebrate when we see great examples of our values in action and challenge each other when we see these values being ignored.

Job Description

Own the technical execution of the Now Platform Strategy & provide technical thought leadership on how realise value from the Now Platform.

You will also be

• Responsible for the environmental and platform health of the Now Platform
• Provide technical evaluation of demands against the IAG Now platform architecture, platform capabilities, and best practices
• Identify & assure all technical solutions will realise the intended business outcomes
• Evangelise & educate on how the Now platform can be leveraged and optimized
• Act as the “go to” SME for all functional and technical aspects of the IAG Now Platform
• Identify opportunities for technical capabilities in the toolkit to add competitive and operational advantage to IAG and drive best practice use.
• Own the technical execution of the strategic roadmap ensuring alignment to the relevant Reference Architectures, IAG Now platform architecture and best practices
• Responsible for IAG’s Now platform technical health covering all aspects; upgradability, performance, manageability, security and useability
• Responsible for ensuring the platform meets security and compliance requirements.
• Responsible for the effectiveness of the technical governance of the platform ensuring performance is optimized and technical debt is minimized
• Responsible for the configuration and coding standards and provide assurance over adherence to the standards
• Responsible for design configuration decisions to ensure a seamless user experience that aligns with the platform design strategy
• Act as a coach to improve understanding of the capabilities of the platform and how to use; with the aim that all relevant process owners & process operators perform their roles leveraging the platform

Qualifications

To be successful you will need

• Educated to degree level or equivalent experience
• Service Now Certified Technical Architect (CTA)
• ITIL V4 Foundation
• Proven track record with ServiceNow and able to demonstrate an expert level of technical and functional knowledge of the Now Platform across the ITSM, ITAM, ITOM Product Lines
• Proven track record of implementations and successful adoption of ServiceNow including Cloud
• Proven track record of helping an organisation to achieve XaC using the NOW platform as the central hub in an integrated tool chain
• Experience in an enterprise environment with multiple integration points
• Business partnering, working as a valued partner with internal and external stakeholders across a diverse stakeholder base, delivering a value-added service to customers
• Proven track record of successful stakeholder management at a senior level, with a proven ability of influencing and persuading across the organisation
• Experience of operating across multiple countries and cultures is desirable, but not essential
• Excellent communication skills with a capacity to present, discuss and disseminate technical concepts in a business language to multiple audiences
• Deep understanding of service value for customers and driving continuous improvement through automation.
• Initiates and manages change to help shape the future direction of IAG Tech and organisation.
• Demonstrates exceptional technical expertise of the NOW Platform
• Collaborative, open working, resulting in recognition as a valued partner by colleagues, customers and senior stakeholders across the organisation.
• Clear decision-making ability with the facility to judge complex situations and assess when to escalate issues.
• Demonstrates a passion for and commitment to continuous personal professional development.

Additional Information

Benefits

The chance to enjoy a challenging career in an exciting, fast-moving environment in a dynamic industry, working in a multi-cultural environment with great offices in many locations. We aim to provide all our people with a work/life balance, as well as the many benefits offered by a global organisation, including health insurance, pension, and performance bonuses

Diversity and Inclusion

IAG Tech is part of the IAG GBS organisation, and our people are at the heart of everything we do. We recognise that we can only deliver the required business outcomes if we have a thriving community of technology professionals. Together we strive to become the very best at what we do.

We focus on making Tech a great place to work, with a community that we feel proud to belong to. To help make this a reality, our people strategy focuses on six key domains: Engagement, Talent Management, Reward and Recognition, Performance Management, Learning and Development and Culture.

We understand the importance of Diversity and Inclusion in the workplace to deliver this strategy – everyone should feel part of our team. We want to foster an inclusive workplace, celebrate individuality and embrace differences so that everyone in IAG Tech can achieve their goals and ambitions, regardless of their personal circumstances or background.

As a Group, IAG has an ambition that 40% of senior management roles are held by women by 2025. IAG Tech fully supports that ambition, and we are working to help make it a reality. With this in mind, we have set ourselves the challenging target of recruiting 50% female colleagues by 2030