ServiceNow ITAM Architect

This is a fully remote position, open to applicants in Canada.

📋 Description

• Contribute to the strategic roadmap and direction of the ServiceNow AI platform.

• Lead the delivery of ServiceNow ITAM capabilities with a focus on outcomes.

• Enforce technical governance policies, including platform engineering and development standards.

• Manage processes for controlling the quality of ServiceNow code.

• Collaborate effectively with ITOM & CMDB specialists, infrastructure teams, and vendors.

• Act as the ITAM authority during the delivery of the ServiceNow AI platform and AI-driven self-service workflows.

• Facilitate workshops, technical solutions, development, and unit testing for ITOM Discovery and/or Service Mapping and/or ITAM HAM Pro / ITAM SAM Pro.

• Provide insights and approval on solution designs for complex features.

• Champion ServiceNow as the AI digital front door and enterprise asset management solution.

• Design, develop, and implement ServiceNow ITAM features, including HAM and SAM.

• Establish integrations for on-premise and SaaS providers with third-party asset applications (e.g., MS Office, Adobe Cloud, SCCM/InTune/Entra, Tanium, Jamf, etc.).

• Execute discovery runs to ensure consistent functionality and validate data collection.

• Create and utilize reports and dashboards to showcase current and historical usage.

• Assist in configuring content libraries, SCCM, InTune, Entra, Tanium, and Jamf Service Graph Connectors.

• Load, manipulate, and maintain enterprise asset data between ServiceNow and additional systems.

• Monitor the health, usage, and overall compliance of ServiceNow and its integrated applications.

• Configure and tailor platform components, extending ServiceNow functionalities using UI builder, portal designer, client/server-side scripting, UI policies, business rules, and Flow Designer (also known as Workflow Studio).

• Collaborate with architects, product owners, and internal stakeholders to comprehend requirements and deliver high-quality technical solutions within deadlines.

• Assist the team in managing operational tasks, including tier-2 support and troubleshooting for ServiceNow incidents and operational requests, alongside administration functions such as user, workflow, table, and data management.

• Conduct access reviews, compliance activities, and act as a delegate for administrative processes.

• Employ a systematic approach along with a broad understanding of the ServiceNow platform to troubleshoot, identify, and resolve technical issues.

• Use tools to regularly monitor and analyze system performance, conduct routine maintenance, and proactively implement corrective actions to ensure platform reliability.

• Define requirements, design workflows, and participate in all build/configuration, testing, and implementation activities, alongside analysis and troubleshooting to meet project or service request specifications.

• Monitor and apply source code control techniques and configuration management to guarantee consistency across development and production environments.

• Ensure applications comply with SailPoint security standards and best practices.

• Investigate and provide insights on new features released by ServiceNow and their potential impact on current processes.

• Utilize scripting tools and ServiceNow functionalities to automate repetitive tasks through custom scripts.

• Customize user interfaces to enhance the overall user experience in ServiceNow, leveraging UI builder and custom HTML/CSS/JavaScript when necessary.

⛳️ Requirements

• Minimum of 5 years of hands-on experience in ServiceNow development and administration, particularly in the ITAM domain.

• Proven track record in implementing CMDB/CSDM, ServiceNow Discovery, HAM, and SAM.

• Current implementation specialist certifications for ServiceNow Discovery, HAM, and/or SAM, along with a System Administrator certification.

• Strong proficiency in ITIL methodology.

• Ability to create exceptional user experiences across various UIs: Service Portal, Workspaces, Next Experience core UI, and UI pages.

• Capable of performing “pro-code” development with foundational knowledge of Glide APIs and relevant programming languages (JavaScript, AngularJS, Python, etc.).

• In-depth understanding of the ServiceNow platform data model.

• Demonstrated skills in software design, modification, implementation, and deployment, including object-oriented development concepts.

• Knowledge of technical governance, key design patterns, and best practices for managing large data volumes.

• Proficient in analyzing and mapping intricate business processes to technical solutions, while identifying opportunities for business process re-engineering.

• Experience with QA methodologies, including usability testing, performance testing, automated testing, test scripts, test cases, and test plans.

• Integration experience utilizing REST APIs, IntegrationHub, and/or MID Server.

• Familiarity with agile development processes and the continuous delivery model.

• Experience with collaboration tools like Microsoft Teams, Slack, and Confluence.

• A strong desire to keep abreast of new technologies and functionalities, along with involvement in projects that enhance existing technology capabilities.

• High emphasis on user experience and a tendency to integrate modern design trends into solution design.

• Passion for delivering Enterprise Service Management solutions and a strong commitment to their ongoing acceptance and success at SailPoint.

• Bachelor’s degree in Computer Science, Engineering, or equivalent experience.

🏝️ Benefits

• Health and wellness coverage: Medical, dental, and vision insurance.

• Disability coverage: Short-term and long-term disability.

• Life protection: Life insurance and Accidental Death & Dismemberment for employees, spouses, and children.

• Time off benefits.

• Paid Holidays.

• Sick leave.

• Employee Assistance Program (EAP) and Care Counselors.