ServiceNow Solution Architect

2 months ago

Washington, United States RCG Full time

RCG is a growing federal contracting company and Certified as a Great Place to Work. We are looking for strongly qualified people to help support our clients. We are currently seeking a ServiceNow Solution Architect as part of an ongoing contract in Washington, DC. This is a full-time, remote position with occasional onsite requirements; 25% travel.

Please note: Due to the secure nature of this government agency, all candidates must be a U.S. citizen or Permanent Resident and be eligible for a Public Trust clearance.

The successful candidate will receive a contingent offer based on the outcome of a government background check. This may take several weeks, and the candidate cannot begin actual employment until the background check is successfully completed.

ServiceNow Solution Architect (SA) who is responsible for leveraging the ServiceNow platform in support of an organization's business processes. This includes the ability to understand the process, provide input on potential solutions and configuring the ServiceNow platform. Technical Consults need to have the wiliness and ability to effectively communicate with the customer. Solution Architects architect customer solutions, provide support to Sales, participate in the SOW process, engage in setting standards and education on new or updated applications within ServiceNow.

Responsibilities include but are not limited to:

  • Architect or consult on the architecture of project. Responsible for ensuring the solution has long term viability vs short term gain.
  • Provide support in Sales opportunities as needed.
  • Participate in estimation efforts and review of Statements of Work (SOW). This includes understanding new applications and the ability to access and provide a level of effort for all roles within the project.
  • Maintain training and knowledge of designated applications.
  • Occasional, solution development of Stories for Customer Projects
  • Perform discovery work sessions to determine the solution requirements. Assist in gathering and/or reviewing clients process requirements and assisting on how they map to ServiceNow
  • Perform design work sessions and produce deliverables, including mock-ups, flow diagrams, etc.
  • Implement IT Infrastructure Library (ITIL) processes, workflow customization, ticketing, process automation, report development, dashboard creation, and system configurations
  • Apply Agile software development practices for customizations to the platform and applications
  • Organizing and prioritizing development effort, interfacing with vendors and management, and potentially coordinating effort of additional administrators
  • Consider dependencies, relationships, and integration points to ensure proper solution integration with other systems when applicable
  • Working with clients to assess current state processes and tools
  • Assist customers with proof-of-concept activities
  • Enable delivery building efforts through development of intellectual property (IP)
  • Participate in growing and enhancing internal process for successful client delivery
  • Identify new opportunities to provide additional value to clients and improve business performance
  • Maintain high level of client satisfaction
  • Enable practice building efforts through development of practice intellectual property (IP)
  • Provide training, technical consulting and mentoring to technical consultants to insure efficient use of ServiceNow capabilities

Required Skills

  • Must be eligible for a Public Trust clearance
  • Functional and technical knowledge of ServiceNow
  • 5+ years of experience in SaaS software configuration and/or development
  • Understanding of Enterprise Solutions including IT Service Management, IT Operations Management, IT Asset Management, Customer Service, Human Resources, Project Management, etc.
  • Knowledge of LDAP, AD, SSO, Email Infrastructure, Web Services
  • Knowledge of relational databases
  • Knowledge of systems and network performance and availability monitoring and analysis as well as configuration management
  • Understanding of the ITIL framework including Incident Management, Problem Management, Change Management, Release Management, and/or Service Desk.
  • Experience dealing with end-users in a support role
  • Strong desire to learn new technology
  • Strong desire for career advancement
  • A willingness to travel as required
  • Exceptional problem-solving skills
  • Excellent verbal and written communication skills in the English language

Certifications Required:

  • Minimum of two ServiceNow Implementation Specialist Certification (or completion within 6 months of start of position)
  • ServiceNow Certified System Administrator
  • ITIL Certification

Desired Skills:

  • Additional ServiceNow Implementation Specialist Certifications
  • Certified Application Developer
  • Experience in other ITSM systems, such as BMC Remedy, CA Service Desk, or HP Service Manager (Peregrine)
  • Experience in Agile methodology
  • Process certifications (i.e. PMP. SCRUM Master)

Physical Demands: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

RCG, Inc. does not discriminate against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibits discrimination against all individuals based on their race, color, religion, sex, sexual orientation/gender identity, or national origin.

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