ServiceNow ITAM Architect

📋 Description

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

• Oversee the outcome-driven implementation of ServiceNow IT Asset Management (ITAM) capabilities.

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

• Manage processes for maintaining the quality of ServiceNow code.

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

• Act as the ITAM authority for ServiceNow AI platform delivery and AI-enhanced self-service workflows.

• Facilitate workshops, technical solutions, development, and unit testing for ITOM Discovery and/or Service Mapping and/or ITAM Hardware Asset Management (HAM) / ITAM Software Asset Management (SAM).

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

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

• Design, develop, and implement ServiceNow ITAM features (HAM & 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.).

• Conduct discovery runs to ensure functional parity and validate data collection.

• Generate and utilize reports and dashboards to showcase current and historical usage data.

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

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

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

• Configure and customize 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 gather requirements and deliver high-quality technical solutions punctually.

• Support the team in handling operational tasks: tier-2 support and troubleshooting for ServiceNow incidents and operational requests, along with administrative functions such as user management, workflows, tables, and data.

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

• Utilize a systematic approach and extensive knowledge of the ServiceNow platform to troubleshoot, identify, and resolve technical issues.

• Use monitoring tools to regularly assess system performance, conduct maintenance, and proactively implement corrective actions to ensure platform reliability.

• Define requirements, design workflows, and engage in all build/configuration, testing, and implementation activities, as well as analysis and troubleshooting to fulfill project or service request specifications.

• Employ source code control techniques and configuration management to ensure consistency across development and production environments.

• Ensure applications adhere to SailPoint security standards and best practices.

• Research and provide insights on new ServiceNow features and their potential impacts on existing processes.

• Leverage scripting tools and ServiceNow functionality to automate repetitive tasks through custom scripts.

• Customize user interfaces to enhance the overall user experience of ServiceNow, utilizing UI builder and custom HTML/CSS/JavaScript as needed.

⛳️ Requirements

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

• Proven expertise in implementing CMDB/CSDM, ServiceNow Discovery, Hardware Asset Management (HAM), and Software Asset Management (SAM).

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

• Strong competency in ITIL methodology.

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

• Capability to perform "pro-code" development with foundational knowledge of Glide APIs and platform-related programming languages (JavaScript, AngularJS, Python, etc.).

• Comprehensive understanding of the ServiceNow platform data model.

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

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

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

• Experience with QA methodologies (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 continuous delivery models and agile development processes.

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

• A strong desire to continually learn new technologies and functionalities, as well as to participate in projects that extend the capabilities of existing technologies.

• High emphasis on user experience, with a tendency to incorporate modern design trends into solution design.

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

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

🏝️ Benefits

• Comprehensive health and wellness coverage, including medical, dental, and vision insurance.

• Disability coverage, encompassing both short-term and long-term disability.

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

• Generous time off benefits.

• Paid holidays.

• Sick leave provision.

• Access to the Employee Assistance Program (EAP) and Care Counselors.