Servicenow Architect Cm/022873

**Job Title**: ServiceNow Architect

**Location**: Burgess Hill or Welwyn / flexible working arrangements

**Salary**: £550-£700 per day depending on experience

**Contract approx. 6 months**

**Job Reference: CM/022873**

The ServiceNow Architect is overall responsible to ensure that ServiceNow (SNOW) solution implementation meets the current and future needs of the Global Customer Experience (GCX) business and its forward looking strategy.

The SNOW Architect needs to liaise with all parties related to the SNOW, including the internal SNOW product owners, the SNOW product team, SNOW Vendor and the Global Infrastructure & Solutions (GIS) organization to capture and define the requirements andthe SNOW roadmap for GIS. They will coordinate any required workshop and related events to fully engage the required stakeholders. In addition, they are accountable for communicating the SNOW solution outcomes back to the key stakeholder groups.

The overall principal objective for the Architect is to ensure that SNOW and its related components meet the overall ambition for GIS to provide an extraordinary customer experience for our end-users.

**Responsibilities**
- Accountable for defining and maintaining the overall GCX User Experience Platform which includes ServiceNow ITSM & CSM (incl. Portals), Nexthink and several Contact Centers solutions (APIs, Data flow between ServiceNow and external systems, integrationplug-ins, transactional interfaces)
- Partner with the SNOW Product Owners and other key stakeholders to define the overall roadmap to enable RSS ambitions
- Responsible for the liaison with the key stakeholder parties, including the SNOW development team and the SNOW vendor, to influence required developments to meet RSS strategic requirements
- Participate in workshops with customers to understand customer gap and establish future solutions
- Design and deliver ServiceNow Solution with a technical architecture designed for long-term success using ServiceNow technical standards and leading practices.
- Recognize and develop opportunities to leverage ServiceNow as a platform and optimize the capabilities of the User Experience Platform to maximize impact
- Maintain deep, comprehensive knowledge of ServiceNow's capabilities and constraints
- Plan and coordinate all phases of testing and test acceptance; design and oversee development of testing related work products; lead test remediation cycles
- Provide expert-level support and technical mentoring to the implementation team

**Requirements**:

- 3 - 5 years' experience working as a SNOW solution architect, working as a system analyst performing design work with the ServiceNow platform
- 3 - 5 years of successful experience in a comparable position managing and supporting ServiceNow ITSM & CSM (incl. Portals) in a multinational environment, mainly in virtual setup
- Experience in working in an agile organization, e.g. SCRUM (experience with working in SAFe is a plus)
- Experience in working in a global, virtual team with proven interpersonal skills to interact and communicate effectively with Informatics / Finance & Procurement staff in multiple countries and varying cultures
- Flexibility to work outside of business hours if required
- Ability to work with virtual teams across the organiSation and from external vendors, located in different time zones and with differing cultures
- Good coordination, organizational and communication skills
- Good verbal and written English skills, additional languages are an asset

**Position specific Skills and Expertise**
- Experience in designing and implementing integrations with ServiceNow including solutions like Nexthink, Contact Centers solutions, etc.
- Certified ServiceNow System Administrator (CSA)
- Strong expertise in scripting on the ServiceNow platform using JavaScript, CSS and Angular JS: Flows, Business Rules, Client Scripts, UI Actions, Widgets and UI Pages
- Deep understanding of the key technologies relevant to the ServiceNow integration solutions including: Integration Hub, SSO, Web Services, LDAP, JDBC, etc.
- ITIL Practitioner or Expert Certification
- Exhibits the behaviours of a Lean-Agile Leader with a Lean-Agile Mindset
- Communicates with credibility and confidence
- Interpersonal and stakeholder management skills, including a customer-focused approach, and highly effective teamwork and collaboration skills
- Innovative and creative thinker
- Ability to extrapolate feedback to assess process and technical improvements
- Can work and lead effectively in matrix organisations, familiar with Agile methodologies and delivery of products
- Generates enthusiasm and drive for commitment to excellence
- Confidence to interact in an ambiguous environment, but still providing clear guidance to the Product Teams
- Exhibits intellectual curiosity and integrity and has strong passion to bring value-adding technology to the business

For more information, please contact Chloe McCausland at Clearline Recruitment