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Job Description A ServiceNow Platform Architect is a senior technical leader responsible for the overall design, health, and evolution of an organization's ServiceNow platform. This role bridges the gap between business strategy and technical implementation, ensuring that the ServiceNow platform effectively supports and optimizes various business processes, primarily within IT Service Management (ITSM), but often extending to other areas like HR, Customer Service,

We are seeking a highly experienced and certified ServiceNow Platform Architect to lead the strategic design, development, and implementation of our ServiceNow solutions. This pivotal role requires a deep understanding of the ServiceNow platform's capabilities, best practices, and integration strategies to create scalable, secure, and future-proof solutions that align with our dynamic business objectives. The ideal candidate will serve as a trusted technical advisor, providing guidance and mentorship to development teams and collaborating closely with stakeholders across the organization.

Requirements and Preferred Qualifications:

Work Experience:

At least 7+ years working experience in the related field is required for this position

5+ years’ experience management or consulting or IT Operations experience

Solid understanding of operational methodologies, design and best practices to manage monitoring and IT Service Management  operation requirements and KPIs

Strong analytical, problem solving and systems thinking abilities

Has experiences with any of the ff service management tools

ServiceNow IT Service Management and Operations Management

BMC Software / Helix IT Service Management

JIRA Service ManagementIBM Maximo / Control Desk

Good experience in defining operational requirements, scenarios and acceptance criteria 

Good in time management, communication and collaboration 

Good in problem solving and handling pressure.

Familiarity and knowledge with agile delivery methodologies 

Required Skills:

SOFT SKILLS

Leadership: Demonstrate strong leadership skills by setting a clear vision, providing guidance, and inspiring and motivating the engineering team. Lead by example and foster a culture of accountability and continuous improvement.Communication: Possess excellent verbal and written communication skills to effectively convey complex technical concepts to both technical and non-technical stakeholders. Listen actively, ask clarifying questions, and ensure clear and concise communication.Collaboration: Work well in cross-functional teams and foster a collaborative environment. Encourage open dialogue, respect diverse perspectives, and build strong relationships with team members, stakeholders, and partners.

HARD SKILLS

System Architecture: Proficient in designing and architecting scalable and robust system architectures that meet the organization's requirements and align with industry best practices.Incident Management and Troubleshooting: Strong troubleshooting skills to diagnose and resolve complex platform-related issues, including system failures, performance degradation, and service disruptions.Performance Optimization: Ability to identify and optimize performance bottlenecks, including application performance profiling, code optimization, database tuning, and caching strategies.

Competencies:

Technical Expertise: Possess deep knowledge and expertise in the relevant technologies, platforms, and tools required for the organization's platform. Stay up-to-date with the latest trends and advancements in the field.System Architecture: Demonstrate a strong understanding of system architecture principles, including scalability, performance, reliability, and security. Design and develop robust and scalable platform architectures.Problem Solving: Exhibit excellent problem-solving skills, including the ability to analyze complex technical issues, identify root causes, and develop effective and innovative solutions.Leadership and Mentoring: Provide effective leadership, mentorship, and guidance to engineering teams. Foster a collaborative and productive team environment, and support the professional growth and development of team members.Strategic Thinking: Possess strategic thinking abilities to align the platform's goals with the overall organizational objectives. Identify opportunities for innovation, improvement, and efficiency within the platform.Project Management: Display strong project management skills to effectively plan, coordinate, and execute platform-related projects. Ensure adherence to timelines, deliverables, and resource management.Communication Skills: Demonstrate excellent communication skills, both verbal and written. Effectively communicate technical concepts to non-technical stakeholders and collaborate with cross-functional teams.Stakeholder Management: Establish and maintain effective relationships with stakeholders, including management, clients, and other teams. Understand their needs, provide regular updates, and manage expectations.Continuous Improvement: Exhibit a commitment to continuous learning and improvement. Stay updated with industry trends, emerging technologies, and best practices. Identify areas for improvement within the platform and implement necessary changes.Decision Making: Make informed and sound decisions based on technical knowledge, business requirements, and organizational goals. Consider risks, benefits, and trade-offs when making critical decisions.Collaboration and Teamwork: Work effectively in cross-functional teams, fostering collaboration and cooperation. Encourage knowledge sharing and contribute to a positive and inclusive team culture.Adaptability: Demonstrate flexibility and adaptability in a dynamic and evolving technology environment. Embrace change, learn quickly, and adjust strategies and plans accordingly.

Responsibilities:

Platform Strategy & Roadmap:

Develop and maintain the overall ServiceNow platform architecture, defining standards, guidelines, and best practices.Create and maintain a ServiceNow roadmap, aligning the platform's evolution with the organization's business goals and IT strategy.Evaluate new ServiceNow features, modules, and releases, assessing their potential value and impact, and making recommendations for adoption.Ensure platform scalability, performance, security, and compliance with industry and organizational standards.Minimize customization by leveraging pre-built ServiceNow capabilities and advocating for out-of-the-box solutions where appropriate.

Solution Design & Implementation:

Lead the design of complex ServiceNow solutions, translating business requirements into technical specifications and architectural diagrams.Provide expert-level technical guidance and mentorship to the ServiceNow development team, ensuring adherence to architectural standards, coding best practices, and quality.Review and approve technical designs and code to ensure quality and alignment with architectural principles.Oversee the implementation of ServiceNow solutions, working closely with developers, testers, and other stakeholders for successful deployments.Design and architect integrations with external systems and applications, leveraging ServiceNow workflows, scripting, web services (SOAP/REST APIs), and Integration Hub.

Governance & Standards:

Establish and enforce ServiceNow governance policies and procedures, ensuring consistency and compliance across the platform.Define and maintain data architecture within ServiceNow, ensuring data integrity, consistency, and accessibility, particularly for the Configuration Management Database (CMDB) and Common Service Data Model (CSDM).Conduct regular platform audits to identify areas for improvement and ensure compliance with security and governance policies.Manage the ServiceNow development lifecycle, from requirements gathering to deployment and maintenance, often within an Agile framework.

Collaboration & Communication:

Collaborate effectively with business stakeholders, product managers, and IT leadership to gather requirements, define solutions, and build strong relationships.Communicate complex architectural decisions and technical concepts clearly and effectively to both technical and non-technical audiences.Partner with other IT teams (e.g., infrastructure, security, application development) to ensure seamless integration of ServiceNow with the broader IT landscape.

Technical Leadership & Mentorship:

Serve as a technical expert and thought leader for the ServiceNow platform, providing consulting leadership to the platform team.Mentor and coach junior architects and developers, fostering a culture of continuous learning and growth.Provide expert-level support for the ServiceNow platform, troubleshooting complex issues, identifying root causes, and implementing effective solutions.Identify and resolve performance bottlenecks, optimizing the platform for speed and efficiency.

Equal Opportunity Employer
Globe’s hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.

Globe’s Diversity, Equity and Inclusion Policy Commitment can be accessed here

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