Senior IT Service Management Architect

ServiceNow Architect Job Description

We are seeking a highly skilled ServiceNow Architect to join our team. The successful candidate will be responsible for designing, implementing and administering the ServiceNow platform to ensure its optimal performance.

• The role involves collaborating with various business units to provide solutions for IT service management (ITSM), IT operations management (ITOM) and other business processes on the ServiceNow platform. Key Responsibilities:
• Lead the design, configuration and deployment of ServiceNow solutions for various business units, including ITSM, ITOM, HR, Security Incident Response, etc.
• Design and implement integrations between ServiceNow and other third-party systems.
• Develop and manage ServiceNow platform architecture to ensure scalability, security and performance.
• Create and manage custom ServiceNow applications and modules according to business requirements.
• Configure and manage ServiceNow instances, including user management, role-based access controls and security settings.
• Perform regular platform maintenance, including system upgrades, patches and troubleshooting.
• Monitor and optimize system performance, applying best practices to ensure system stability and security.
• Maintain ServiceNow's workflows, automation processes and integrations to enhance business operations.
• Develop ServiceNow modules (e.g., Incident, Problem, Change, Service Catalog) and applications to meet business needs.
• Develop custom workflows, scripts and business rules using ServiceNow scripting languages such as JavaScript and Glide.
• Create and maintain ServiceNow reports, dashboards and metrics to provide meaningful insights to stakeholders.
• Perform data imports and manage data integrity across the platform.
• Work closely with business stakeholders to gather requirements, assess needs and design appropriate solutions.
• Provide guidance and mentorship to junior administrators and developers.
• Serve as a subject matter expert (SME) for ServiceNow and help drive adoption of best practices across the organization.
• Collaborate with internal teams to ensure proper integration between ServiceNow and other enterprise systems.
• Provide Tier 2/3 support for escalated issues related to the ServiceNow platform.
• Troubleshoot and resolve technical issues in a timely and efficient manner.
• Maintain a knowledge base of common issues and resolutions for reference by the team. Required Skills and Qualifications:
• Undergraduate degree in Computer Science, Information Systems, Business Administration or related field
• Strong understanding of ServiceNow platform architecture, including workflows, scripting (JavaScript/Glide), and integrations (REST/SOAP).
• Familiarity with tools like ServiceNow Studio, ServiceNow Orchestration, and Service Portal.
• Proficiency in using the ServiceNow platform for automation, reporting, and dashboards.
• Ability to work with the ServiceNow development and staging environments.
• Strong understanding of US Government's expectations for IT control environment
• Ability to plan, execute and deliver on projects in a timely manner
• Ability to multi-task on varying projects and initiatives
• Attention to detail; organized and thorough
• Excellent analytical and critical thinking skills
• Ability to work with a diverse and geographically distributed team
• 5 years of hands-on experience with ServiceNow as an Architect.
• Proven experience as a Solution Architect with expertise in designing and implementing ServiceNow solutions.
• Experience in ServiceNow implementations, configurations, customizations and integrations.
• Deep knowledge of ServiceNow ITSM, ITOM, and other ServiceNow products.
• Strong understanding of ServiceNow platform architecture, scripting (JavaScript/Glide), integrations (REST/SOAP), UI policies, business rules, client scripts and workflow administration.
• Familiarity with tools like ServiceNow Studio, ServiceNow Orchestration, and Service Portal.
• Proficiency in using the ServiceNow platform for automation, reporting and dashboards.
• ServiceNow Certified System Administrator (CSA) required.
• ServiceNow Certified Application Developer (CAD) is preferred.
• Excellent communication and interpersonal skills, with the ability to interact with both technical and non-technical stakeholders.
• Ability to obtain and maintain Top Secret Security Clearance
• Experience with Agile/Scrum methodologies.
• Familiarity with ITIL processes and frameworks. Benefits:
• We offer a comprehensive compensation package where you'll be rewarded based on your performance and recognized for the value you bring to the business.
• In addition, our Total Rewards package includes medical and dental coverage, pension and 401(k) plans, and a wide range of paid time off options.
• Support and coaching from some of the most engaging colleagues in the industry.
• Opportunities to develop new skills and progress your career.
• The freedom and flexibility to handle your role in a way that's right for you. Others:
• EY focuses on high-ethical standards and integrity among its employees and expects all candidates to demonstrate these qualities.