ServiceNow Solution Architect

Summary

Join NewRocket, a leading ServiceNow partner, as a ServiceNow CSM/FSM Solution Architect! This high-profile role involves leading successful delivery of ServiceNow solutions, working directly with clients. You will leverage your strong technical and communication skills to configure and customize CSM/FSM applications, mentor team members, and contribute to a rapidly growing company. The position requires extensive experience with ServiceNow, ITIL processes, and various scripting and database technologies. You'll be responsible for requirements gathering, application development, and presales activities. This is a client-facing consulting role demanding strong leadership and collaboration skills.

Requirements

• Experience with implementing ServiceNow modules (IT Service Management, Knowledge Management, Service Level Management, Survey Management, Agent Workspace, Virtual Agent, Reports and Dashboards, Performance Analytics)
• Creation of script-based Assignment and Approval rules, custom related lists, Access Control list, UI Policy and client script
• Experience with ServiceNow for custom application design and development
• Knowledge of ITIL V4 processes and hands on with ITIL process implementation
• Experience with ServiceNow CSM/FSM products
• 8-12 years of IT Services and proven architecture experience
• Minimum 4 years preferred work experience on the ServiceNow platform
• 5+ years of leadership level experience with Enterprise Management tools and IT Service Management tools such as ServiceNow
• 5+ years of client facing consulting experience
• A four-year undergraduate degree in Computer Science, Computer Engineering, Information Systems or demonstrated work experience
• The candidate must be willing and able to continue their education within the ServiceNow platform and beyond. It is expected that the candidate will be able to complete ServiceNow competency Certifications as well as Module Accreditations

Responsibilities

• Conduct requirements gathering workshops with clients in both onsite and virtual environments
• Configure and customize CSM/FSM ServiceNow applications with focus on platform capabilities such as Mobile App Engine, UIBuilder, Workspaces and Performance Analytics
• Manage all aspects of application development, including design, coding, debugging, testing, troubleshooting, and documenting systems, query optimization, and report-writing
• Mentor project crew members by managing peer reviews and provide technical guidance
• Ability to plan and package ServiceNow platform solutions and accelerators
• Presales Demo and Proof of Value for prospective customers
• Conduct CSM/FSM capability Requirements Analysis sessions and customer workshops
• Troubleshoot and support ServiceNow based applications and systems
• Draft use cases and functional requirements documents
• Draft proposals and statements of work for solutions
• Reviewing and providing guidance on functional requirements documents
• Provide technical assistance in a pre-sales capacity
• Design custom or product-based solutions based on ServiceNow applications
• Create and execute development plans as appropriate to meeting changing needs and requirements

Preferred Qualifications

• Passion in engineering science and technology. Applying principles, techniques, procedures, and equipment to the design and production of managed services
• Collaboration with customers is something you love to do! Including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
• Thrives in strategic planning, resource allocation, production methods, and coordination of people and resources
• Adapts quickly in a fast-paced environment!
• Scripting languages: HTML5, CSS, Bootstrap, JavaScript, AngularJS, jQuery, React
• Databases: Oracle, Microsoft SQL, Postgres
• Integrations: Web Services (REST/SOAP), SSO (Azure, OKTA), SAML, LDAP, OAUTH, JDBC, SFTP, E-Bonding