ITSM Architect
Description
Company Overview:
When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there’s really only one: Zones – First Choice for IT.TM
Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done. Follow Zones, LLC on Twitter @Zones, and LinkedIn and Facebook.
Job Title: ServiceNow ITSM Architect
Job Overview:
The ITSM Architect will play a crucial role in designing and implementing IT Service Management solutions using the ServiceNow platform. The ServiceNow ITSM Architect will collaborate with key stakeholders to understand business requirements, configure ServiceNow modules, and ensure seamless integration with existing systems. The role involves leading the technical aspects of ServiceNow implementations, optimizing workflows, and providing expertise in ITSM best practices.
Responsibilities:
- Solution Design:
- Collaborate with business stakeholders to understand ITSM requirements and design effective solutions using the ServiceNow platform.
- Create detailed technical specifications, considering scalability, security, and performance.
- ServiceNow Implementation:
- Lead the implementation of ServiceNow ITSM modules, including Incident Management, Problem Management, Change Management, and other ITIL processes.
- Configure and customize the ServiceNow platform to meet specific organizational needs.
- Serve as the ServiceNow Subject Matter Expert and Lead for the Delivery organization, overseeing all new customers onboarding onto the ServiceNow platform.
- Governance:
- Change Request Process Ownership: Define, implement, and own the change request process, ensuring all configuration changes across the client landscape are managed efficiently and effectively.
- Approval and Visibility: Ensure the right stakeholders are involved in the approval process and maintain visibility into all changes being made. Facilitate communication and transparency to prevent unauthorized changes.
- Global Configuration Management: Maintain global configuration settings within the ServiceNow tool to minimize customizations. Ensure any approved customizations are justified and that the proper budget is allocated before implementation.
- Integration Management:
- Design and implement integrations with third-party systems, ensuring data consistency and optimal functionality.
- Collaborate with integration teams to develop and maintain data connectors and APIs.
- Workflow Optimization:
- Optimize ITSM workflows to improve efficiency and align with industry best practices.
- Implement automation to streamline routine tasks and enhance service delivery.
- Technical Leadership:
- Provide technical leadership and guidance to ServiceNow developers and administrators.
- Stay updated on ServiceNow platform updates, new features, and industry trends.
- Custom Development:
- Develop custom applications, scripts, and widgets within the ServiceNow platform to meet unique business requirements.
- Ensure code quality, performance, and adherence to best practices.
- Quality Assurance:
- Conduct thorough testing of ServiceNow configurations and customizations to ensure the reliability and accuracy of implemented solutions.
- Implement and oversee quality assurance processes.
- Documentation:
- Create comprehensive technical documentation, including design specifications, deployment guides, and configuration documentation.
- Provide training materials and sessions for end-users and administrators.
- Collaboration and Communication:
- Collaborate with cross-functional teams to gather requirements and ensure alignment with business goals.
- Communicate effectively with stakeholders, presenting technical solutions and progress reports.
Qualifications:
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Proven experience as a ServiceNow ITSM Architect, with a strong background in designing and implementing ITSM solutions.
- ServiceNow Certified Implementation Specialist certification is highly desirable.
- Proficient in JavaScript, XML, HTML, and ServiceNow scripting languages.
- In-depth knowledge of ITIL processes and best practices.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
Experience:
- Minimum of 8 years of experience as a ServiceNow ITSM Architect.
- Hands-on experience with ServiceNow platform configurations, customizations, and integrations.
- Successful track record of leading ServiceNow implementations from concept to completion.
Zones offers a comprehensive Benefits package.
While we’re committed to providing top-tier solutions, we are just as committed to supporting our own teams. We offer a competitive compensation package where our employees are rewarded based on their performance and recognized for the value they bring to our business. Our employees enjoy a variety of comprehensive benefits, including Medical Insurance Coverage, Group Term Life and Personal Accident Cover to handle the uncertainties of life and a flexible leave policy to balance their work life.
While we’re committed to providing top-tier solutions, we are just as committed to supporting our own teams. We offer a competitive compensation package where our employees are rewarded based on their performance and recognized for the value they bring to our business. Our employees enjoy a variety of comprehensive benefits, including Medical Insurance Coverage, Group Term Life and Personal Accident Cover to handle the uncertainties of life and a flexible leave policy to balance their work life.
At Zones, work is more than a job – it's an exciting careers immersed in an inventive, collaborative culture. If you’re interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you!
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status or on the basis of disability.