ServiceNow Platform Architect

Department: Workplace Technology Employee Experience (Workplace Tech CX)

Department Description: At Ford IT Service Management and Operations is the cornerstone of our business operations and is responsible for defining developing and maintaining critical capabilities enabling all information technology and business teams to deliver outstanding services to Ford employees and customers

Role Description: We are seeking a skilled ServiceNow Platform Architect to lead the design development and implementation of our ServiceNow solutions. You will be responsible for the overall architecture ensuring scalability security and alignment with business needs. Youll collaborate with stakeholders to gather requirements define solutions and provide technical leadership to the development team. Your expertise will drive the effective use of the ServiceNow platform to optimize IT service management and other business processes.

Platform Strategy & Architecture:

• Develop and maintain the overall ServiceNow platform architecture:This includes defining standards guidelines and best practices for the platform.
• Create and maintain a ServiceNow roadmap:Aligning the platforms evolution with the organizations business goals and IT strategy.
• Evaluate new ServiceNow features and modules:Assess their potential value and impact on the organization and make recommendations for adoption.
• Ensure platform scalability and performance:Design solutions that can handle increasing workloads and user demands.
• Maintain platform security:Implement and enforce security policies and procedures to protect sensitive data.
• Define and maintain data architecture within ServiceNow:Ensuring data integrity consistency and accessibility.

2. Solution Design & Implementation:

• Lead the design of complex ServiceNow solutions:Translating business requirements into technical specifications.
• Provide technical guidance and mentorship to the ServiceNow development team:Ensuring adherence to architectural standards and best practices.
• Review and approve technical designs and code:Ensuring quality and alignment with architectural principles.
• Oversee the implementation of ServiceNow solutions:Working closely with developers testers and other stakeholders to ensure successful deployments.
• Develop and maintain technical documentation:Including architecture diagrams design specifications and implementation guides.
• Design and implement integrations with other systems:Ensuring seamless data flow and process automation across the enterprise.
• Lead proof-of-concept (POC) projects:Evaluating new technologies and approaches within the ServiceNow platform.

3. Governance & Standards:

• Establish and enforce ServiceNow governance policies and procedures:Ensuring consistency and compliance across the platform.
• Develop and maintain coding standards and best practices:Promoting code quality and maintainability.
• Conduct regular platform audits:Identifying areas for improvement and ensuring compliance with security and governance policies.
• Manage the ServiceNow development lifecycle:From requirements gathering to deployment and maintenance.
• Lead the ServiceNow change management process:Ensuring that changes are implemented in a controlled and coordinated manner.

4. Collaboration & Communication:

• Collaborate with business stakeholders to gather requirements and define solutions:Building strong relationships and ensuring alignment with business needs.
• Communicate architectural decisions and technical concepts to both technical and non-technical audiences:Effectively conveying complex information.
• Work closely with the ServiceNow development team:Providing guidance mentorship and support.
• Partner with other IT teams:Including infrastructure security and application development to ensure seamless integration of ServiceNow with the broader IT landscape.
• Stay up-to-date with the latest ServiceNow trends and technologies:Continuously learning and expanding your knowledge.
• Participate in industry events and communities:Sharing knowledge and best practices with other ServiceNow professionals.

5. Problem Solving & Troubleshooting:

• Troubleshoot complex ServiceNow issues:Identifying root causes and implementing effective solutions.
• Provide expert-level support for the ServiceNow platform:Resolving critical incidents and ensuring platform availability.
• Identify and resolve performance bottlenecks:Optimizing the platform for speed and efficiency.
• Develop and implement disaster recovery plans:Ensuring business continuity in the event of a major outage.

Required Skills:

• Deep ServiceNow Platform Knowledge:
  • ServiceNow Certified System Administrator (CSA):This is often a baseline expectation.
  • ServiceNow Certified Implementation Specialist (CIS):In one or more key areas like ITSM ITOM HRSD CSM etc.
  • Expert-level understanding of ServiceNow architecture:Including its data model security model integration capabilities and development framework.
  • Proficiency in ServiceNow development:Including scripting (JavaScript Glide) workflows business rules UI policies client scripts and other platform features.
  • Experience with ServiceNow upgrades and patching:Understanding the process and best practices for maintaining a healthy platform.
• Integration Expertise:
  • Experience designing and implementing integrations with other systems:Using REST APIs SOAP APIs and other integration technologies.
  • Knowledge of integration patterns and best practices:Understanding how to build robust and scalable integrations.
  • Experience with middleware platforms:Such as MuleSoft Dell Boomi or similar can be a plus.
• Data Modeling and Database Skills:
  • Strong understanding of data modeling principles:Designing efficient and effective data structures within ServiceNow.
  • Experience with relational databases:Such as MySQL Oracle or SQL Server.
  • Knowledge of data migration techniques:Moving data into and out of the ServiceNow platform.
• Security Expertise:
  • Understanding of security principles and best practices:Protecting sensitive data and ensuring platform security.
  • Experience with ServiceNow security features:Including ACLs roles groups and security policies.
  • Knowledge of compliance standards:Such as GDPR HIPAA or PCI DSS.
• Cloud Computing Fundamentals:
  • Understanding of cloud computing concepts:Including IaaS PaaS and SaaS.
  • Experience with cloud platforms:Such as AWS Azure or Google Cloud is a plus.
• Solution Architecture:
  • Ability to design end-to-end solutions:That meet business requirements and align with architectural standards.
  • Experience with architectural frameworks:Such as TOGAF or Zachman is a plus.
  • Ability to create architectural diagrams and documentation:Clearly communicating technical designs.
• Platform Scalability & Performance:
  • Ability to design solutions that can handle increasing workloads and user demands.
  • Experience with performance tuning and optimization:Identifying and resolving performance bottlenecks.
• Technical Leadership:
  • Ability to provide technical guidance and mentorship to the development team.
  • Experience reviewing and approving technical designs and code.
  • Ability to enforce architectural standards and best practices.

Desired Skills:

• Bachelors degree in Computer Science Information Technology or a related field.
• 10 years of experience working with ServiceNow.
• Proven experience in leading and managing a ServiceNow platform for a global company and/or client.
• Proven track record in leading large global software & administrator teams.
• Strong understanding of IT Service Management (ITSM) and ITIL frameworks.
• Experience with ServiceNow scripting customizations CMDB and integrations.
• Exceptional communication and interpersonal skills.
• Ability to work effectively with many diverse cross-functional teams and manage multiple priorities.
• ServiceNow certifications like Certified System Administrator Certified Implementation Specialist or equivalent are preferred.