ServiceNow Technical Architect

ServiceNow Technical Architect

Location: Nashville, Tennessee

Hybrid position

The ServiceNow Technical Architect will serve as a cloud subject matter expert and trusted advisor providing technical support and architectural guidance to leadership, business partners and internal teams.

TennCare Information Systems is responsible for providing high availability, performance, and support to the timely coordination and provision of health care services. ServiceNow is chosen platform for enterprise wide, industry standard mechanism to deliver IT services management (ITSM).

The ServiceNow Technical Architect is responsible for advanced technology architecture, engineering, and administration. This role oversees all system related activities including the delivery of comprehensive strategies that enables ServiceNow ITSM. This role is also responsible for ensuring stability of platform, managing teams for delivering services and strategic initiatives on time with maximum quality.

The ServiceNow Technical Architect accommodates the design, development, implementation, and delivery of critical services necessary to support ServiceNow platform for TennCare. The ServiceNow Technical Architect will be overseeing and responsible for validating the program activities, ensuring the operational requirements are adhered to, as well as being a subject matter expert for ServiceNow modules for latest release.

Description of Duties (% of Total Work Effort)

• Strategy & Planning 30%
• Solution Architecture and Development 30%
• Operational Management 40%

Responsibilities:

1. ServiceNow architect responsible for overall health of TennCare ServiceNow. Subject matter expert for ServiceNow modules such as – CMDB, Discovery, Event management, Software Asset Management (SAM), Procurement, HRSD, Security Operations, Privacy, Breach, GRC, Contract Management, Demand, Agile 2.0, integration hub, Change Management, and any new modules per latest release for ServiceNow.
2. Identify automation opportunities and make recommendations for improvements to ITSM modules such as Incident Management, Problem Management, Change Management, Asset Management, CMDB and Service Catalog Requests.
3. Support CMDB data model. Provide recommendation and roadmap to improve CMDB operations using the ServiceNow Discovery tool.
4. Through documented procedures, identify defects/inefficiencies and make recommendations to streamline processes and improve service and support expectations.
5. Work with vendors to develop interface and integrations with other enterprise systems such as Identity Access Management, Enterprise Applications Monitoring Tools, Active Directory, Agile development tools such JIRA/JAMA
6. Act as coordinator for ServiceNow’s support site HIWAVE
7. Provide technical guidance to multiple teams of business analysts, testers, and developers. Review system integration test plans, review design and code of developers. Guide the implementation of new functionality and modules in ServiceNow.
8. ServiceNow SDLC backlog review and prioritization. Assist with roadmap planning.
9. Continually advance the capabilities of ServiceNow, leading to greater usage, assist with defining business processes implemented by ServiceNow
10. Engage and manage stakeholders and vendors for the purposes of gathering feedback and offering guidance. Demonstrate leadership ability to back decisions with research and the “why,” and articulate several options, the pros and cons for each, and a recommendation.

Desirable qualifications: Great communication skills and able to manage multiple projects and experience with latest ServiceNow modules (CMDB, Discovery, Software Asset Management (SAM), Procurement, HRSD, Security Operations, Privacy, Breach, GRC, Contract Management, Demand, Agile 2.0, integration hub) and upgrades and new modules to ServiceNow.

Type - Category - Qualification - Description - Competency - Required

Skills - Architecture - AGILE - Agile Development Methodology - Proficient (4-6 Years) - No

Skills - Others - ServiceNow - Experience with latest ServiceNow modules (CMDB, Discovery, Software Asset Management (SAM), Procurement, HRSD, Security Operations, Privacy, Breach, GRC, Contract Management, Demand, Agile 2.0, integration hub) - Advanced (7-9 Years) - Yes

Education - Others - Bachelor's Degree - Completed bachelor’s degree in computer science, Computer Engineering, Information Technology or relevant field - Novice (1-3 Years) - Yes

Skills - Others - Communication skills both verbal and written - Proficient (4-6 Years) - No

Skills - Others - Project management - Proficient (4-6 Years)