ServiceNow Subject Matter Expert/Architect

Tech Woodland Hills, California Req. UMG-588


We are UMG, the Universal Music Group. We are the world’s leading music company. In everything we do, we are committed to artistry, innovation and entrepreneurship. We own and operate a broad array of businesses engaged in recorded music, music publishing, merchandising, and audiovisual content in more than 60 countries. We identify and develop recording artists and songwriters, and we produce, distribute and promote the most critically acclaimed and commercially successful music to delight and entertain fans around the world.

ServiceNow (SNOW) SME will be member of ITSM team reporting into Director, ITSM, and will be responsible for designing solutions using Service Now platform to meet IT priorities and goals. ServiceNow SME will provide technical expertise to ensure that functional design meets the requirements and guide the team to help choose between ServiceNow features, configurations & customizations as appropriate.

Job Functions:

  • SME on Service Now functionality and collaborate with project teams for successful ITSM deployment in agile manner
  • Technical team lead for Service Now module implementations, integrations, custom application development
  • Manage team of developer(s) for delivering functionality using SNOW platform capabilities
  • Provide administrative role and guidance to ensure smooth operations of various SNOW instances / environments
  • Liaison with Director, ITSM to deploy best practices using SNOW capabilities

Job Requirements:


  • Expert in the configuration, customization and administration of SNOW platform
  • Expert in the various modules of SNOW like Incident, Problem, Change, ITOM, Event Management, CMDB/Asset, SLM, Knowledge Management, Report/ Performance Analytics, Service Catalogs, Content Management System/Service Portal, Web Service Integration and new custom application development
  • Able to understand services portfolio, comprehend requirements and support project teams looking to utilize SNOW
  • Expert in the domain of platform architecture, performance tuning and application maintenance
  • Help with critical technical architecture documentation for existing implementations, build framework structure/templates for capturing technical information on future implementations, project work


  • Proven experience in handling complex foundation data source integrations like Workday as well as BAU integrations like LDAP, Emails, ebonding between different systems
  • Utilizing plug-ins for integrations and app development from SNOW application store and communities
  • Strong experience in areas of Discovery and Orchestration supporting CMDB/Asset management initiatives, hands on experience with various data discovery sources like ADDM, SCCM
  • Proven experience in understanding & capturing business requirements, streamlining complex business / IT processes and help manage / deploy SNOW capabilities / features in an agile manner
  • Conducting in-person and virtual training sessions for stakeholders as appropriate
  • Coach and oversee the activities of Vendor resources on as-needed basis for project work
  • Working on Agile / Scrum development process
  • Past Experience on Programming skills like Java Script, Core Java & Web Services, Jelly Scripting
  • Using SNOW platform for 6+ years, Managing team of developers 3+ years, Administrative role for 2+ years


  • A Bachelor’s degree (or equivalent work experience) in IT, Engineering, or related science and math discipline with a Technology emphasis.
  • Service Now Certifications, ITIL V3 Foundation, Project Management Certifications is a Plus

Universal Music Group is an Equal Opportunity Employer.


This job description only provides an overview of job responsibilities that are subject to change.