Senior Technical Solution Designer

Overview

This is a comprehensive description of the role.

The primary responsibility of this position is to design, develop, implement, administer, and maintain solutions on the ServiceNow platform.

This role requires technical expertise and analytical skills to translate business requirements into effective ServiceNow solutions. The engineer will provide technical leadership to the development team, bridge the gaps between IT business needs and the ServiceNow platform, and negotiate with stakeholders at all levels to gather requirements, analyze processes, and ensure successful implementation.

Responsibilities:

• Work with business users to understand needs and evaluate new features and present them to key stakeholders for consideration in an upcoming release or inclusion in the roadmap.
• Design, development, administration, and implementation of ServiceNow solutions, ensuring quality and consistency.
• Provide technical guidance and mentorship to other developers on the ServiceNow platform.
• Conduct code reviews, enforce coding standards, and contribute to continuous improvement initiatives.
• Support ServiceNow platform administration tasks such as monitoring, upgrades, and access management.
• Document business requirements, user stories, and acceptance criteria.
• Translate business needs into functional and technical requirements for ServiceNow.
• Analyze existing workflows, associate them with proper product/portfolio suites, and recommend process improvements.
• Advise on innovative approaches to process automation in operational activities these suites are designed to improve.
• Identify opportunities to obtain business value from ServiceNow's offerings, data reuse, and configurations.
• Proactive in identifying opportunities for automation and efficiency gains.
• Align ServiceNow capabilities with ITIL and industry best practices.
• Stay updated with the latest ServiceNow features, functionalities, and trends and provide recommendations for improvement and innovation.
• Act as a liaison between business teams, developers, infrastructure, and security.
• Collaborate and comply with governance and steering committees.
• Work with other technology administrators when needed.
• Create and improve efficiencies by bridging data between ServiceNow, Jira, and Confluence.
• Work with developers to implement changes.
• Support system testing, QA testing, user acceptance testing (UAT), and deployment.
• Define reporting needs and build dashboards for business insights.
• Monitor HR and Workplace Service Delivery application usage and recommend enhancements based on feedback.
• Use ServiceNow Performance Analytics to track key metrics.
• Monitor ServiceNow production health and provide dynamic notifications when needed.
• Ensure data accuracy and compliance with business reporting standards.
• Assist in the creation process documentation, SOPs, and training materials.
• Conduct user training sessions to enhance adoption as needed.
• Maintain documentation on system changes and configurations.
• Create custom applications as need using the various ServiceNow API's.
• Build automation of workflows and processes to minimize user error.
• Produce automation of data audits with dynamic notifications and corrections based on data dependency rules.