ServiceNow Solution Architect

ServiceNow Solution Architect Join to apply for the ServiceNow Solution Architect role at Norfolk Southern. Primary Purpose Norfolk Southern is seeking a qualified professional ServiceNow Solution Architect. The ideal candidate should have extensive technical experience, advanced development skills in driving platform governance, and strategic planning. The role involves ServiceNow application enhancements, implementation of additional ServiceNow applications, third‑party application enhancement and implementation, application integrations, upgrades, development team oversight, and day‑to‑day operational activities. The candidate will optimize existing and future capabilities with a service‑oriented approach, ensuring fluid and agile deliveries while maturing overall service management practices. This position requires a technical leader who documents overall platform design and analyzes the impact of new requirements. The candidate will work onsite 3 days per week and remotely 2 days per week. Primary Responsibilities Provide overall governance of the configuration and development of the ServiceNow platform completed by multiple suppliers. Ensure platform alignment with business and IT strategies. Provide consultative technical leadership to the platform team, management, and senior leadership. Create and maintain detailed documentation including platform architecture, technical design, implementation details, and support details. Provide enterprise‑wide technical architecture and implementation strategy for the ServiceNow platform. Ensure that technical solutions used to deliver business solutions are efficient, reduce technical debt, and fit best practices. Work closely with the enterprise architecture team and product owners to ensure alignment with business needs and Norfolk Southern architecture practices. Drive standards and best practices for ServiceNow development and platform management to ensure the ongoing health of the platform. Provide peer review of design, code, and solution for configuration and development efforts to ensure compliance with standards. Ensure all work adheres to processes, policies and best practices for development and the platform for Norfolk Southern and ServiceNow. Demonstrate a strong background in designing platform governance, ensuring development team alignment, and prioritizing demands effectively. Contribute to the design, development, and maintenance of all application features and functions, ITSM, ITOM, HAM, Automation Engine, Vulnerability Response, Risk / Third‑Party Risk Management, SPM, 3rd‑party and vendor‑provided store applications. Work with platform engineers to enhance and maintain effective Release Management practices ensuring separation of duties and traceability. Administrate the ServiceNow platform to configure, customize, and develop solutions utilizing the latest technical capabilities. Ensure the health of the platform including security, manageability, upgradeability, and user experience. Streamline the platform upgrade process ensuring low‑risk upgrades to drive N‑1 compliance with minimal impact to ongoing development efforts. Provide support for ServiceNow upgrades, patching, and new releases ensuring all customizations are reviewed with each patch and upgrade. Enhance existing out‑of‑box and customized platform and portal features and capabilities, including scoped applications and external application integrations. Review technical requirements to ensure they are provided in sufficient detail to be accurately estimated. Develop and maintain/enhance existing configuration and Norfolk Southern specific code in ServiceNow. Create, configure, and maintain integration endpoints using various authentication methods and maintain ongoing knowledge of available integrations with third‑party tools. Resolve technical escalations, including responding to defects, incidents, and service‑impacting issues. Education Required Bachelor's degree, preferably in Information Technology. Experience Required 2 years of experience performing in a ServiceNow Architect role. 5+ years of experience supporting and implementing ServiceNow in a large IT environment. 3+ years of experience supporting, optimizing, and maturing both service management and IT Operations. Experience with managed service providers aligning ServiceNow support and development to company policies and standards, adherence to SLAs and contractual commitments. Technical Skills Preferred ServiceNow Xanadu or higher. Agile (SCRUM) Development Methodology. Jira and/or ServiceNow Agile. SDLC Methodology. ITIL v4 Foundations. Experience with programming languages, i.e., Javascript, XML, HTML, CSS, Angular, REST. Knowledge of ServiceNow platform capabilities and features. (ServiceNow) Strategic Portfolio Management. (ServiceNow) ITSM. (ServiceNow) ITOM. (ServiceNow) Performance Analytics. (ServiceNow) HAMPro & SAM. (ServiceNow) SecOps and GRC. (ServiceNow) Cloud Provisioning and Governance. Experience And Soft Skills Preferred Experience as a ServiceNow Architect performing E2E implementation, deployments, and upgrades. Interface with technical and non‑technical support specialists regarding problem determination and resolution. Leverage public speaking skills to deliver presentations and lead discussions. Display high adaptability to continuous changes of objectives and priorities. Effective time management that allows efficient scheduling for the entire development process to ensure on‑time deliveries and hold development team members accountable to deliverables. Certifications Preferred CAMP, CSAM, CITAM, or CHAMP certification from IAITAM. CMDB/Discovery/Service Mapping Fundamentals. ServiceNow Certified Admin, Developer, or Implementation Specialist. Certified ITIL Professional. Work Conditions Environment: Hybrid on‑site (3) days and remote work (2) days per week.Shift Work: NoOn‑Call: NoWeekend Work: No Company Overview Since 1827, Norfolk Southern Corporation (NYSE: NSC) and its predecessor companies have safely moved the goods and materials that drive the U.S. economy. Today, it operates a customer‑centric and operations‑driven freight transportation network. Committed to furthering sustainability, Norfolk Southern helps its customers avoid 15 million tons of yearly carbon emissions by shipping via rail. Its dedicated team members deliver more than 7 million carloads annually, from agriculture to consumer goods, and is the largest rail shipper of auto products and metals in North America. Norfolk Southern also has the most extensive intermodal network in the eastern U.S., serving a majority of the country’s population and manufacturing base, with connections to every major container port on the Atlantic coast as well as the Gulf of Mexico and Great Lakes. Learn more by visiting www.NorfolkSouthern.com. At Norfolk Southern, we believe in celebrating our individuality. By leveraging the unique backgrounds and viewpoints of our employees, we can create a culture of innovation, respect, and inclusion. We know that employees thrive in a workplace where differing viewpoints, ideas, and experiences are freely shared and valued. As such, we encourage all employees to contribute their distinctive skills and capabilities to our organization. Equal employment opportunities are available to all applicants regardless of race, color, religion, age, sex, national origin, disability status, genetic information, veteran status, sexual orientation, and gender identity. 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