Technical Architect Healthcare and Life Sciences

7 hours ago

Austin, Texas, United States ServiceNow Full time
Job Title: Technical Architect Healthcare and Life Sciences

We are seeking a highly skilled Technical Architect to join our team at ServiceNow. As a Technical Architect, you will be responsible for consulting with customers and configuring ServiceNow Telcommunications Service Management products based on best practices to accelerate and drive customer business outcomes.

Key Responsibilities:
  • Be the technical expert on the ServiceNow platform, advising customers on leveraging configurations vs. customizations.
  • Support the engagement efforts for Customer Service-specific process definition, re-engineering, improvement, and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders.
  • Advise customers on ways they can leverage the ServiceNow platform to transform their current processes.
  • Lead customer design workshops focused on ServiceNow Platform and Customer and Industry Workflow Solution technology.
  • Guide customers through the ServiceNow capabilities during different parts of the engagement; draft and review user stories, their acceptance criteria, testing strategy, and knowledge transfer while supporting customers in reviewing and approving them.
  • Guide and provide ad-hoc oversight/training for the customer's future system administrators throughout the engagement.
  • Perform the role as a technical development lead and be responsible for processing the development process for partner resources (onshore and offshore) and other peers.
  • Create and maintain architectural documents, process flows, database structures, and other technical documentation.
  • Work with other members of your ServiceNow team to provide a great experience for our customers.
  • Perform hands-on development on the ServiceNow platform leveraging all ServiceNow technologies and capabilities; Flow Designer, REST, JavaScript, HTML, CSS, SSO, Mid-servers, and more.
  • Prepare all customer-facing deliverables focused on the technology and responsible for the quality of configured/developed solutions.
  • Juggle multiple and complex projects/initiatives.
  • Promote continuous improvement practices for delivery/engagement materials.
  • Provide training and mentoring to other members of the ServiceNow delivery team and partner ecosystem upon request.
  • Up to 50% travel annually, driven by customer needs and internal meetings.
Requirements:
  • At least 5 years of configuration/development experience for complex, highly-capable, technologies – inclusive of integrations and portals.
  • Demonstrated ability to influence and consult (providing options with pros, cons, and risks) in a customer service environment, while providing thought leadership to Customer Service sponsors/stakeholders in solving business process and/or technical problems.
  • Experience with Web Technologies (XML, HTML, JavaScript, Web Services, Bootstrap, CSS, middleware, LDAP, SSO, etc.) Strong understanding of leading CRM tools and related systems.
  • Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity.
  • Required ServiceNow Certifications or achieved within first 90 days: Certified Implementation Specialist – Customer Service Management, Certified Application Developer.
  • Required ServiceNow Industry Certifications achieved within the first year: Desired ServiceNow Certifications: Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact acquisition@servicenow.

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