Manager - ServiceNow Development & Technical Architect

The Manager of ServiceNow Development & Technical Architect, will contribute to a team of specialists working to assist SHI customers in understanding their ServiceNow environments. The Manager of ServiceNow Development & Technical Architect will join the IT & Software Asset Management (ITAM) Team to focus primarily on the implementation, configuration, and management of customers’ ServiceNow platform.

The Manager of ServiceNow Development & Technical Architect will be an expert in ServiceNow and have a proven methodology and best practice for implementation the ServiceNow platform and associated modules. To be successful the Manager of ServiceNow Development & Technical Architectwill have a process definition supporting ServiceNow implementations and will be very experienced with the practical implications of implementing and sustaining those processes. The Manager of ServiceNow Development & Technical Architect will be a technical lead and member of an overall engagement project team focused on delivering successful customer outcomes; focusing primarily on leading the implementation of the ServiceNow platform and the implementation of ServiceNow ITAM, ITSM, ITOM, ITBM modules and the development of the modules specific to the customer business requirements and outcomes.

The Manager of ServiceNow Development & Technical Architect can be home or office based from either Austin TX, Somerset NJ, Paris France or Milton Keynes UK offices.

Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $14 billion global provider of IT solutions and services.

Over 17,000 organizations worldwide rely on SHI’s concierge approach to help them solve what’s next. But the heartbeat of SHI is our employees – all 6,000 of them. If you join our team, you’ll enjoy:

• Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.
• Continuous professional growth and leadership opportunities.
• Health, wellness, and financial benefits to offer peace of mind to you and your family.
• World-class facilities and the technology you need to thrive – in our offices or yours. 

Include, but are not limited to:

• Manage and lead a team of ServiceNow consultants, developers and specialists.
• Be proficient in implementing the ServiceNow Platform and specifically the ITSM, ITOM, ITBM and ITAM modules.
• Support engagement efforts for process definition, re-engineering, improvement, and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders.
• Guide customers in their efforts to take maximum advantage of the investments made in the ServiceNow platform including improvements to business processes.
• Manage and lead the technical aspects of project delivery and solution delivery for engagements.
• Provide technical leadership and mentorship on best practice for ongoing support of ServiceNow both the customers and team members.
• Lead the configuration and development of modules to meet customers’ business outcomes and requirements.
• Work with the customer to ensure the configuration of ServiceNow meets their overall requirements including drafting technically focused user stories, acceptance criteria, testing strategy, and knowledge transfer.
• Guide and provide required oversight/training for the customer’s system administrators throughout the engagement.
• Provide support and technical consultancy for ServiceNow implementations and on-going BAU usage of ServiceNow.
• Consult with Consultants and customers to improve processes and services for the usage of the ServiceNow Platform.
• Lead the overall quality standard to ensure accuracy of customers’ hardware and software asset information and how it is being used within the ServiceNow Platform.
• Identify potential “problem” areas within customer ServiceNow environments and provide advice on problem resolution.
• Keeps up to date with industry trends and new ServiceNow offerings to enhance the usability of the ServiceNow Platform.
• Work with the customer during Kick-off calls to identify their requirements for the ServiceNow platform and modules.
• Work with the customer during Kick-off or Discovery calls to identify the topography of their IT systems, products, and platforms they utilize and select the appropriate discovery tools to collect installation data from these environments.
• Support sales and pre-sales activities as required
• Provide technical support to customers as they implement the ServiceNow platform and the respective modules such as but not limited to ITSM, ITAM, ITOM, ITBM etc.
• Work with the customer as needed until the ServiceNow platform and modules are delivering the required outcomes.
• The Manager - ServiceNow Technical Architect will complete all work within agreed timescales and KPI’s.
• Assist SHI teams in managing project timelines and customer expectations.
• Develop into a “go-to” resource for others on the team as well as regional sales teams to answer ServiceNow specific questions; provide training and mentoring to other team members.
• Attend, support and represent SHI at conferences and events.
• See themselves as part of the greater whole in meeting or exceeding business objectives on a regular basis, as well as assistance in driving key initiatives for ITAM.
• Stay up to date on new ServiceNow product offerings, take on-going training and certification and accreditations.
• Learn and follow the SHI standards to ensure all projects are conducted professionally, ethically, and in a manner consistent with SHI quality standards.

• 5+ years’ experience implementing, configuring, and customizing ServiceNow.
• Minimum of 5 years of experience with common web technologies and networking (e.g. XML, HTML, AJAX, CSS, HTTP, TCP/IP, etc.).
• Detailed knowledge of ITIL methodologies, IT architecture, JavaScript and web software design principals.
• Working knowledge and experience of IT Service Management processes (Incident, Problem, Change, Release, SLM, Service Catalog).
• Detailed knowledge of relational databases.
• Directory service integration experience (Active Directory, LDAP, etc.).
• Detailed knowledge of Single Sign-on using various authentication methods (token, SAML 1.1, SAML 2.0).
• Detailed knowledge of Web Services integrations (SOAP, REST).
• ServiceNow Implementation Specialist in two or more applications preferred.
• Additional experience within the IT or Software Asset Management field.
• Industry leading knowledge to understand all aspects of the ITAM and Software life-cycle – from licensing to purchasing to deployment to decommissioning.

• Strong entrepreneurial spirit; a desire and willingness to “do whatever it takes”;
• Client-oriented, professional services mind-set;
• Ability to manage several projects simultaneously
• Good research skills and the ability to manage details;
• Good analytical skills;
• Good written and verbal communication skills;
• Excellent organization and time management skills;
• Ability to think outside the box;
• Ability to stay self-motivated and self-directed;
• Willingness to adapt to changing business and technical priorities;
• Ability to work in a fast-paced, high-performance team environment;
• Proven experience in ITAM in a similar or same field;
• Ability to manage multiple projects;
• Ability to create high-quality documentation with precision;
• Willingness to travel as needed;
• Ability to work with deadlines;
• Meticulous attention to detail;
• Highly organized and methodical

Preferred Skills/Qualifications:

• Bachelor’s Degree or equivalent experience
• A second language (preferably French or Spanish) will be an advantage

The Manager of ServiceNow Development & Technical Architect must hold some or all the following accreditations or similar vendor accreditations; if the accreditations are not currently held then you will be required to study and pass the following mandatory accreditations at a minimum within a 6-month period of commencing the role:

• Mandatory certifications:
  • ServiceNow System Administrator
  • ServiceNow Fundamentals 
  • ServiceNow Implementation Methodology Fundamentals 
  • ServiceNow Platform Implementation 
  • ServiceNow Platform Subscription Model 
  • ITAM all modules 
  • ITSM all modules through to ITSM Professional 
  • ITBM module focusing on CMDB and Vendor Portfolio Management 
  • ITOM module, focusing on Discovery and cloud management 
• Supplemental certifications:
  • All LISA Training Modules & Exams

• It is expected that this role will require frequent travel both nationally and internationally (Max 30%)
• Extended hours are required to complete some special projects

• Equal Employment Opportunity – M/F/Disability/Protected Veteran Status