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SERVICE NOW SOLUTIONS ARCHITECT
W2 Consultant - GC/USC Only - No third parties
Tampa, FL - Remote
This role involves interfacing with all ITS teams (i.e., Enterprise Applications, Systems, User Services) and some occasional functional departments. This position is responsible for the implementation and post-production support of the new service management tool, ServiceNow. The incumbent will work closely with the ITS Leadership team and other functional experts as directed to guide the configurations, feature adoption, and ongoing maintenance of ServiceNow. Other responsibilities may involve conducting trainings, maintaining the knowledge base, optimizing ServiceNow and chatbot functionalities, and other duties as assigned.
Duties and Responsibilities
· Lead the implementation and postproduction support of ServiceNow in close collaboration with the ITS Leadership Team and functional experts as directed
· Collect and document application and security requirements of ServiceNow
· Document integration requirements and collaborate with integration architects to build, test, deploy, and support integrations with ServiceNow
· Collaborate with Information Security to secure ServiceNow and its portals
· Configure and optimize the ServiceNow chatbot features with a modern, user-friendly experience
· Develop and maintain the overall architecture and framework for the ServiceNow platform.
· Translate business requirements into technical specifications and high-level designs.
· Oversee the configuration, development, and deployment of ServiceNow functionalities, including scripting and customizations, while aligning and collaborating with the Change Advisory Board for proper change management activities.
· Ensure adherence to best practices for ServiceNow development and architecture, including adherence to ServiceNow coding standards.
· Lead workshops and discussions to guide stakeholders through decision-making and solution design.
· Optimize existing ServiceNow processes and workflows to improve efficiency, user experience, and overall system performance.
· Regularly review system performance, configuration, and design for continuous improvement opportunities to cease automation and identify ways to streamline operations
· Research and recommend new features, applications, or technologies within ServiceNow to enhance robust business operations.
· Stay current with ServiceNow’s evolving features and functionality, assessing their impact and value for future use, finetuning the current architecture state
· Lead proof of concepts and pilots to test new modules and functionality, providing clear analysis and recommendations with a roadmap.
· Lead other implementations of emerging technologies for the campus and create roadmap of the future state
Requirements
- Bachelor’s or Master’s degree in data science, Computer Science, or related field, or an equivalent combination of experience, education, and training
- Experience with ServiceNow or a similar tool strongly preferred
- Familiarity with Informix, Postgres, MySQL, and similar databases
- Familiarity with Azure, AWS, and other types of cloud storage
- Higher education experience preferred
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