ServiceNow Solution Architect

Job Description
The ServiceNow Solution Architect is responsible for the strategic planning, design, and development of CPS’s cloud-based IT service management tool, ServiceNow. This role involves collaborating with various business units and the IT Service Management (ITSM) team to ensure the successful implementation and adoption of the ServiceNow platform across the organization. The role will be responsible for solutioning, and overseeing the implementation of various platform modules including IT Service Management (ITSM), Customer Service Management (CSM), Strategic Portfolio Management (SPM), and IT Asset Management (ITAM) modules.
Primary Responsibilities: Leadership: ● Lead cross-functional collaboration across IT and non-IT teams to drive the adoption of the ServiceNow platform. ● Build and maintain strong relationships with stakeholders at all levels of the organization. ● Mentor and guide developers and technical consultants on design standards and best practices. Strategic Planning and Project Management: ● Implement short-term and long-term strategic ITSM projects in alignment with CPS’s mission, vision, and objectives. ● Manage a portfolio of ServiceNow-related projects, adhering to CPS 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. ● Ensure all time is recorded accurately and keep the calendar up to date with scheduled activities.
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. Customer Success Management: ● Provide mentorship and guidance to other members of the team. ● Build trust and establish thought leadership through publication activities: Knowledge Articles, White Papers, Wiki, Community, Blogs, Templates, Capability Content, etc. ● Manage client conversations with limited support after initial project implementation, engaging and/or escalating to the Service Management team as appropriate. Education: ● Bachelor’s degree or higher 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). ● Certified Associate in Project Management (CAPM), Project Management Professional (PMP), Agile SAFe, Scrum Master, or ITIL certification is preferred.
Knowledge, Skills, and Abilities: ● 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. Additional Requirements: ● Active listening skills, respecting others' points of view and taking ownership of contributing the required input while demonstrating strong communication skills (written, interpersonal, and presentational). ● Strong ownership, accountability, and attention to detail in all work efforts. ● Superior maturity, professionalism, and judgment; ability to excel with minimum supervision. ● Commitment to customer satisfaction and supporting our brand promise and guarantee to always “make it right.
Requirements Team Roles and Deliverables Our ServiceNow/ITSM team is responsible for managing the entire lifecycle of ITSM projects and initiatives, from initial intake through to user enablement. Our focus areas and deliverables include: 1. Intake Management: ● Role: Business Analysts and Business Process Consultants ● Deliverables: Capture and prioritize incoming requests, ensuring alignment with business objectives. 2. Feasibility Analysis: ● Role: Business Analysts and Solution Architects ● Deliverables: Assess the feasibility of requests, including technical and resource constraints, and provide detailed analysis reports. 3. Solutioning: ● Role: Solution Architects and Developers ● Deliverables: Design and propose solutions that meet business requirements, ensuring they are scalable and sustainable. 4. Development: ● Role: Developers ● Deliverables: Build and customize solutions within ServiceNow, adhering to best practices for code cleanliness and incident-free promotions. 5. User Enablement: ● Role: Business Analysts and Full-time employees (FTEs) specializing in user training and support ● Deliverables: Provide comprehensive user training, support, and enablement to ensure smooth adoption and effective use of new solutions

---