Location: Remote (9 am to 5 pm, M-F, CST)
About Us:
At JS Technology Solutions Inc., we specialize in providing highly-skilled IT staffing solutions that drive efficiency and innovation. With over a decade of experience, we collaborate closely with our clients to deliver top-notch technical expertise, empowering their teams to achieve optimal performance and productivity. Our commitment to excellence has established long-term relationships and successful project outcomes across various industries.
About the Role:
Our client is seeking a highly skilled ServiceNow Solution Architect to design, develop, and implement enterprise service management solutions across multiple departments, enhancing the customer service experience. The successful candidate will collaborate with various business units and the IT Service Management (ITSM) team to ensure the successful adoption of the ServiceNow platform.
Key Responsibilities:
- Leadership:
- Lead cross-functional collaboration to drive the adoption of the ServiceNow platform.
- Mentor and guide developers and technical consultants on design standards and best practices.
- Build and maintain strong relationships with stakeholders at all levels of the organization.
- Strategic Planning:
- Implement short-term and long-term strategic ITSM projects aligned with the client’s mission.
- Manage a portfolio of ServiceNow-related projects, adhering to Project Management Office (PMO) standards.
- Develop and implement enterprise service management best practices to streamline business processes and improve efficiency.
- Maintain out-of-the-box functionality for scalability and supportability of the platform.
- Technical Design and Development:
- Translate business requirements into technical specifications and design ServiceNow solutions that meet these requirements.
- Provide technical leadership and guidance to development teams.
- Oversee the integration of ServiceNow with other internal and external systems.
- Review and approve design and code changes to ensure consistency and adherence to best practices.
- Ensure technical deliverables to customers are complete, consistent, high quality, on time, and deliver valued outcomes.
- Ensure the platform is scalable, secure, and aligns with best practices.
- Collaboration and Communication:
- Collaborate with IT teams and other departments to review existing processes, understand operational challenges, and develop technical solutions to deliver effective outcomes to stakeholders.
- Serve as a liaison between customers and the development team to drive technical implementation and ensure requirements are met.
- Communicate complex technical issues clearly to non-technical stakeholders and translate customer needs for technical teams.
- Quality Assurance and Continuous Improvement:
- Ensure documentation is updated for all changes and new implementations.
- Perform quality assurance on implemented solutions to ensure they meet business and technical requirements.
- Support Organizational Change Management (OCM) efforts by providing information on the "to be" solutions and conducting end-user training as needed.
- Develop dashboards and metrics using Business Intelligence platforms like ServiceNow Performance Analytics or Power BI.
- Contribute to the continual improvement of delivery services processes and the maturing of varied portfolios, capabilities, expertise, and best practices.
Qualifications:
- Education:
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- ITIL Foundation certification or equivalent, or the ability to obtain within 6 months of hire.
- Experience:
- Minimum of 5 years working on the ServiceNow platform.
- At least 3 years of experience in a Service Management or similar role.
- Proven consulting experience as a key technical resource in the development and delivery of ITSM solutions.
- Experience with ITIL processes, particularly Request, Problem, Incident, and Change Management.
- Experience with ServiceNow IT Service Management (ITSM), Customer Service Management (CSM), Strategic Portfolio Management (SPM), and IT Asset Management (ITAM) modules.
- Experience with web technologies (XML, HTML, JavaScript, Angular JS, Web Services, etc.) and system integration (SSO, SAML, SSL, Web Services, LDAP, JDBC, ODBC, REST).
- Certifications:
- ServiceNow Certified System Administrator (CSA) and Certified Implementation Specialist for ITSM (CIS-ITSM) or other ServiceNow certifications.
- ServiceNow Certified Technical Architect (CTA) is a plus.
- Certified Associate in Project Management (CAPM), Project Management Professional (PMP), Agile SAFe, Scrum Master, or ITIL certification is preferred.
- Skills:
- Excellent oral and written communication skills, with the ability to explain complex technical issues to non-technical people.
- Strong interpersonal, leadership, collaboration, facilitation, and negotiation skills.
- Ability to manage multiple projects simultaneously and adapt to changing business needs.
- Familiarity with Agile/Scrum methodologies and the ability to lead scrum teams.
- Strong ownership, accountability, and attention to detail in all work efforts.
Join JS Technology Solutions Inc. and contribute to providing a world-class learning experience for our client's organization.