Role overview
We are looking for an experienced ServiceNow Architect to join our team and take the lead in the implementation and optimization of ServiceNow solutions across IT Operations Management (ITOM) and IT Service Management (ITSM) areas. As a ServiceNow Architect, you will be responsible for guiding technical teams, designing architectures, and implementing best practices in the ServiceNow platform. You will also collaborate with stakeholders to gather requirements and optimize business processes using ServiceNow.
Key Responsibilities:
* ITOM Expertise: Lead multiple end-to-end implementations of ITOM processes, including Event Management, Discovery, Service Mapping, CMDB/CSDM, Cloud Management, and Orchestration.
* CMDB Management: Design and implement CMDB solutions while ensuring alignment with the ServiceNow CMDB model and its extensions.
* Hands-on Development: Customize and configure patterns, Discovery schedules, probes, sensors, event rules, and other components as needed.
* ITSM Process Implementation: Implement ITIL processes (Incident, Problem, Change Management, etc.) in ServiceNow to improve service management workflows.
* Integrations: Integrate ServiceNow with third-party CMDB tools and enterprise monitoring systems.
* Scripting Skills: Utilize scripting technologies such as JavaScript, PowerShell, Perl, Python, WMI, SSH, Xpath, and SNMP for customization and automation.
* App Engine Expertise: Lead the implementation of custom modules and advanced ServiceNow features.
* ServiceNow Administration: Manage workflows, reporting, UI configurations, notifications, data imports, and custom scripts.
* Automation: Identify and implement opportunities for process automation and optimization using advanced ServiceNow capabilities.
* Certifications: ServiceNow Certified Implementation Specialist (CTAs) or similar certifications are highly preferred.
Requirements Gathering & Solution Design:
* Stakeholder Engagement: Conduct workshops with business and IT stakeholders to gather requirements and translate them into functional features.
* Solution Design: Collaborate with business teams to design and define ServiceNow ITOM and ITSM architectures, including data models, integrations, workflows, and UI.
Implementation & Leadership:
* End-to-End Implementation: Lead and govern the technical implementation of ITOM (Discovery, Service Mapping, Visibility), ITSM (Incident, Problem, Change, Request, CMDB), and CSM (Case Management, Entitlements, Contracts).
* Team Collaboration: Work with geographically distributed teams (offshore) to deliver timely solutions to clients and internal teams.
Reporting & Analytics:
Reporting: Design and develop custom and out-of-the-box performance analytics, reports, and dashboards to track key metrics.
Knowledge Sharing & Mentorship:
* Mentorship: Guide and mentor development teams, business analysts, and platform administrators.
* Knowledge Sharing: Create reusable knowledge artifacts, best practices, and design templates for continuous improvement.
* Stay Current: Keep up to date with the latest ServiceNow features and ensure alignment with the organization’s roadmap.
Pre-Sales & Solutions:
* Pre-Sales Support: Assist the pre-sales team with solutioning and effort estimation for potential customers.
* Product Demos & PoCs: Conduct product demos and provide support for Proof of Concepts (PoCs).
* Customer Advisory: Identify opportunities within customer landscapes and advise on ServiceNow adoption strategies and roadmaps.
Desired Skills & Experience:
* 8+ years of experience working with ServiceNow, with a strong focus on ITOM and ITSM implementations.
* Proven experience in designing and deploying ServiceNow solutions across multiple modules.
* Strong knowledge of ITIL processes and frameworks.
* Excellent stakeholder management, communication, and problem-solving skills.
* Ability to mentor and lead teams through complex technical challenges.
* Fluent in English and Dutch (C1)
NO SPONSORSHIP IS PROVIDED