Principal IT Solution Delivery Service Now CSM Delivery Architect
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Job Location:
Austin, TX - USA
Yearly Salary:
$ 96000 - 175000
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Itron is innovating new ways for utilities and cities to manage energy and water. We create a more resourceful world to protect essential resources for today and tomorrow. Join us.
Duties and Responsibilities
- Architect configure and optimize ServiceNow Customer Service Management (CSM) capabilities to support a unified modern customer engagement ecosystem.
- Lead solution design Tier 3 support and platform ownership with an agile accountable and customercentric approach.
- Drive integrations with core enterprise systems including Salesforce CRM Oracle ERP Azure DevOps Remedy ITSM/CMDB Amazon Connect and additional tools.
- Partner collaboratively across internal teamssystem integrators DevOps Integration Business Intelligence Security/Compliance and Customer Successto deliver innovative and scalable solutions.
- Design and implement automated workflows business process improvements and data-driven solutions aligned with Itrons CSM target architecture.
- Ensure compliance with ServiceNow best practices architectural standards and governance.
- Deliver enhancements new features change requests and customer-impacting improvements across the ServiceNow platform.
- Support data cleansing enrichment conversion and migration activities during transformation from legacy systems.
- Prepare and maintain system configuration documentation; work closely with IT support development and integration teams.
- Contribute to additional ServiceNow initiatives beyond CSM as needed.
- Stay current on emerging ServiceNow CSM capabilities industry innovations and utilities/energy sector trends.
Required Skills & Experience
- Bachelors degree (or equivalent experience) in Computer Science Management Information Systems or a related field.
- 5-10 years of ServiceNow experience including 35 years dedicated to CSM Pro/Pro (Entitlements/SLA Case/Tasking Playbooks/Flow Designer Portal/Service Catalog KCS Knowledge Outage Virtual Agent/Now Assist Performance Analytics).
- Proven leadership ownership mindset and strong stakeholder management skills.
- Demonstrated experience delivering multiple successful system implementations or conversions in fastmoving and collaborative environments.
- Deep understanding of customer support case management knowledge management and enterprise workflow best practices.
- Strong analytical capabilities and commitment to reliable accountable solution delivery.
- Proficiency with Microsoft 365 tools.
Preferred Skills & Experience
- Experience with or exposure to Oracle EBusiness Suite Remedy and Salesforce Service Cloud.
- Familiarity with JavaScript.
- ServiceNow certifications and enduser experience are a plus.
Benefits Info:
The successful candidates starting salary will be determined based on permissible non-discriminatory factors such as skills and experience and may vary by location. The base salary is $ annually. This position is eligible for our annual bonus program.
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Itron is committed to building an inclusive and diverse workforce and providing an authentic workplace experience for all employees. If you are excited about this role but your past experiences dont perfectly align with every requirement we encourage you to apply the end you may be just who we are looking for!
The successful candidates starting wage will be determined based on permissible non-discriminatory factors such as skills and experience.
Itron is proud to be an Equal Opportunity Employer. If you require an accommodation to apply please contact a recruiting representative at 1- or email .
Itron is transforming how the world manages energy water and city services. Our trusted intelligent infrastructure solutions help utilities and cities improve efficiency build resilience and deliver safe reliable and affordable service. With edge intelligence we connect people data insights and devices so communities can better manage the essential resources they rely on to live. Join us as we create a more resourceful world:
Required Experience:
Staff IC
