ServiceNow Development

17 hours ago

Sioux Falls, South Dakota, United States SHI Full time
Job Summary

The ServiceNow Development & Technical Architect will contribute to a team of specialists working to assist SHI customers in understanding their ServiceNow environments. This role will join the IT & Software Asset Management (ITAM) Team to focus primarily on the implementation, configuration, and management of customers' ServiceNow platform.

Key Responsibilities
  • Manage and lead a team of ServiceNow consultants, developers, and specialists.
  • Be proficient in implementing the ServiceNow Platform and specifically the ITSM, ITOM, ITBM, and ITAM modules.
  • Support engagement efforts for process definition, re-engineering, improvement, and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders.
  • Guide customers in their efforts to take maximum advantage of the investments made in the ServiceNow platform, including improvements to business processes.
  • Manage and lead the technical aspects of project delivery and solution delivery for engagements.
  • Provide technical leadership and mentorship on best practice for ongoing support of ServiceNow, both for customers and team members.
  • Lead the configuration and development of modules to meet customers' business outcomes and requirements.
  • Work with the customer to ensure the configuration of ServiceNow meets their overall requirements, including drafting technically focused user stories, acceptance criteria, testing strategy, and knowledge transfer.
  • Guide and provide required oversight/training for the customer's system administrators throughout the engagement.
  • Provide support and technical consultancy for ServiceNow implementations and on-going BAU usage of ServiceNow.
  • Consult with consultants and customers to improve processes and services for the usage of the ServiceNow Platform.
  • Lead the overall quality standard to ensure accuracy of customers' hardware and software asset information and how it is being used within the ServiceNow Platform.
  • Identify potential 'problem' areas within customer ServiceNow environments and provide advice on problem resolution.
  • Keep up to date with industry trends and new ServiceNow offerings to enhance the usability of the ServiceNow Platform.
  • Work with the customer during Kick-off calls to identify their requirements for the ServiceNow platform and modules.
  • Work with the customer during Kick-off or Discovery calls to identify the topography of their IT systems, products, and platforms they utilize and select the appropriate discovery tools to collect installation data from these environments.
  • Support sales and pre-sales activities as required.
  • Provide technical support to customers as they implement the ServiceNow platform and the respective modules, such as ITSM, ITAM, ITOM, and ITBM.
  • Work with the customer as needed until the ServiceNow platform and modules are delivering the required outcomes.
  • The Manager - ServiceNow Technical Architect will complete all work within agreed timescales and KPIs.
  • Assist SHI teams in managing project timelines and customer expectations.
  • Develop into a 'go-to' resource for others on the team as well as regional sales teams to answer ServiceNow specific questions, provide training, and mentoring to other team members.
  • Attend, support, and represent SHI at conferences and events.
  • See themselves as part of the greater whole in meeting or exceeding business objectives on a regular basis, as well as assistance in driving key initiatives for ITAM.
  • Stay up to date on new ServiceNow product offerings, take on-going training, and certification and accreditations.
  • Learn and follow the SHI standards to ensure all projects are conducted professionally, ethically, and in a manner consistent with SHI quality standards.
Qualifications
  • 5+ years' experience implementing, configuring, and customizing ServiceNow.
  • Minimum of 5 years of experience with common web technologies and networking (e.g. XML, HTML, AJAX, CSS, HTTP, TCP/IP, etc.).
  • Detailed knowledge of ITIL methodologies, IT architecture, JavaScript, and web software design principals.
  • Working knowledge and experience of IT Service Management processes (Incident, Problem, Change, Release, SLM, Service Catalog).
  • Detailed knowledge of relational databases.
  • Directory service integration experience (Active Directory, LDAP, etc.).
  • Detailed knowledge of Single Sign-on using various authentication methods (token, SAML 1.1, SAML 2.0).
  • Detailed knowledge of Web Services integrations (SOAP, REST).
  • ServiceNow Implementation Specialist in two or more applications preferred.
  • Additional experience within the IT or Software Asset Management field.
  • Industry leading knowledge to understand all aspects of the ITAM and Software life-cycle - from licensing to purchasing to deployment to decommissioning.
Required Skills
  • Strong entrepreneurial spirit; a desire and willingness to 'do whatever it takes';
  • Client-oriented, professional services mind-set;
  • Ability to manage several projects simultaneously;
  • Good research skills and the ability to manage details;
  • Good analytical skills;
  • Good written and verbal communication skills;
  • Excellent organization and time management skills;
  • Ability to think outside the box;
  • Ability to stay self-motivated and self-directed;
  • Willingness to adapt to changing business and technical priorities;
  • Ability to work in a fast-paced, high-performance team environment;
  • Proven experience in ITAM in a similar or same field;
  • Ability to manage multiple projects;
  • Ability to create high-quality documentation with precision;
  • Willingness to travel as needed;
  • Ability to work with deadlines;
  • Meticulous attention to detail;
  • Highly organized and methodical;
Preferred Skills/Qualifications
  • Bachelor's Degree or equivalent experience;
  • A second language (preferably French or Spanish) will be an advantage;
Certifications Required
  • The Manager of ServiceNow Development & Technical Architect must hold some or all the following accreditations or similar vendor accreditations; if the accreditations are not currently held, then you will be required to study and pass the following mandatory accreditations at a minimum within a 6-month period of commencing the role:
  • Mandatory certifications:
  • ServiceNow System Administrator;
  • ServiceNow Fundamentals;
  • ServiceNow Implementation Methodology Fundamentals;
  • ServiceNow Platform Implementation;
  • ServiceNow Platform Subscription Model;
  • ITAM all modules;
  • ITSM all modules through to ITSM Professional;
  • ITBM module focusing on CMDB and Vendor Portfolio Management;
  • ITOM module, focusing on Discovery and cloud management;
  • Supplemental certifications:
  • All LISA Training Modules & Exams;
Unique Requirements
  • It is expected that this role will require frequent travel both nationally and internationally (Max 30%);
  • Extended hours are required to complete some special projects;
Additional Information
  • Equal Employment Opportunity - M/F/Disability/Protected Veteran Status;

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