Service Now Manager/Architect

Summary:

We are seeking a highly skilled ServiceNow Manager/Architect with deep expertise in platform design, configuration, and strategic oversight. This role will be responsible for managing and enhancing the ServiceNow environment, leading platform architecture initiatives, and supervising a ServiceNow Administrator. The ideal candidate will guide the strategic roadmap, ensure system reliability, and implement best practices to align the platform with organizational goals.

The ServiceNow Manager/Architect should have extensive experience with platform architecture, including the Common Service Data Model (CSDM) framework, and will oversee data integrity, compliance, and security protocols. The role also involves designing scalable workflows, optimizing asset management processes, and integrating with other ITSM tools and enterprise applications.

Additionally, the ideal candidate should have both a deep understanding of Service Desk workflows and have experience with IT infrastructure, as they will frequently collaborate with IT Infrastructure managers and the Director of the Service Desk to ensure seamless integration and alignment across platforms and the environment.

Primary Duties:
•Strategic Platform Management: Develop a long-term strategic vision for the ServiceNow platform to align with organizational IT objectives. Oversee system health, scalability, and performance improvements.
• Supervise ServiceNow Administrator: Provide leadership, guidance, and mentorship to a ServiceNow Administrator, ensuring efficient task completion and adherence to best practices.
• Architect and Maintain CMDB and CSDM: Oversee the design, implementation, and maintenance of the Configuration Management Database (CMDB) and Common Service Data Model (CSDM) to support accurate and consistent data across the organization.
• Manage Asset Management Processes: Implement and oversee Hardware Asset Management (HAM) and Software Asset Management (SAM) processes to ensure asset tracking, compliance, and lifecycle optimization.
• Design and Develop Solutions: Architect customized applications, workflows, and configurations on the ServiceNow platform to address business requirements and improve service delivery.
• Optimize and Oversee Integrations: Supervise integrations between ServiceNow and other enterprise systems (e.g., Active Directory, JAMF, Intune, Microsoft Teams, O365) to ensure seamless interoperability and data flow.
• Implement Security and Compliance Standards: Establish and enforce security guidelines, conduct regular audits, and ensure compliance across the ServiceNow platform.
• Continuous Improvement: Lead initiatives to enhance platform functionality, streamline processes, and promote operational efficiency.
• Develop and Maintain Service Catalog and Dashboards: Ensure that the Service Catalog is up-to-date, user-friendly, and aligned with business needs. Create and oversee performance dashboards and reports for senior leadership.
• Documentation and Knowledge Sharing: Maintain comprehensive documentation of system architecture, customizations, workflows, and procedures. Facilitate end-user training and provide guidance on best practices.
• Monitor and Optimize Performance: Track platform performance metrics, troubleshoot issues, and make proactive adjustments to ensure reliability and minimize downtime.
Additional Responsibilities:
• Attend relevant project and planning meetings.
• Provide strategic insights and recommendations to senior management.
• Perform other related duties as required.

Qualifications:

Required Education and Experience

1. Master’s degree and the equivalent of ten (10) years of full-time experience in computer system hardware, operating systems and software, enterprise networking or computer systems security as it relates to technology used at the organization; or
2. Bachelor’s degree and the equivalent of eight (8) years of full-time experience as a Senior Network Systems Specialist at Roswell Park Comprehensive Cancer Center; or
3. Bachelor’s degree and the equivalent of twelve (12) years of full-time experience in computer system hardware, operating systems and software, enterprise networking or computer systems security as it relates to technology used at the organization; or
4. Associates degree and the equivalent of fourteen (14) years of full-time experience in computer system hardware, operating systems and software, enterprise networking or computer systems security as it relates to technology used at the organization; or
5. High School Diploma or High School Equivalency Diploma and the equivalent of sixteen (16) years of full-time experience in computer system hardware, operating systems and software, enterprise networking or computer systems security as it relates to technology used at the organization.