ServiceNow Architect / Staff Engineer

Overview

We are looking for a seasoned ServiceNow Staff Engineer / Architect with deep expertise in platform architecture, development, and integration. The ideal candidate will possess extensive technical knowledge and experience in designing and implementing complex ServiceNow solutions that align with business objectives. This role requires a visionary leader who can architect scalable solutions, optimize platform performance, and drive innovation across the organization.

Key Responsibilities

Design and Strategy

• Enterprise Platform Strategy
  • Define and implement the overarching strategy for the ServiceNow platform, ensuring it supports current and future business needs.
  • Develop a scalable and modular solutions that facilitates easy integration with other enterprise systems and technologies.
  • Evaluate and select appropriate ServiceNow modules and plugins to meet business requirements while maintaining system integrity and performance.

• Technical Road mapping
  • Create and maintain a detailed technical roadmap for platform upgrades, new feature implementation, and integration projects.
  • Assess the impact of new requirements on existing configurations and workflows and develop plans to accommodate them.

• Solution Architecture
  • Design end-to-end solutions for complex business processes, utilizing ServiceNow best practices and industry standards.
  • Architect custom applications when out-of-the-box solutions do not meet business needs, ensuring they are maintainable and scalable.

Technical Leadership

• Advanced Development Oversight
  • Lead the development of sophisticated workflows, automated processes, and integrations.
  • Oversee the implementation of complex server-side and client-side scripts to extend platform capabilities.

• Integration Mastery
  • Architect and manage integrations between ServiceNow and external systems such as ERP, CRM, HRIS, and other third-party applications.
  • Utilize REST/SOAP APIs, JDBC, and other integration technologies to enable seamless data exchange.

• Data Architecture and CMDB Management
  • Design and maintain the Configuration Management Database (CMDB), ensuring accurate modeling of assets, services, and relationships.
  • Implement discovery tools and service mapping to keep the CMDB up-to-date and reflective of the current IT environment.

Platform Optimization and Performance

• Performance Tuning
  • Analyze system performance and implement optimizations to improve response times and user experience.
  • Conduct regular system health checks and audits to identify and remediate potential issues proactively.
• Best Practices Implementation
  • Establish coding standards, development guidelines, and best practices for the ServiceNow development team.
  • Ensure that all configurations and customizations are documented and adhere to company policies and regulatory requirements.
• Automated Testing and Quality Assurance
  • Implement and oversee the use of the Automated Test Framework (ATF) to ensure platform stability during updates and releases.
  • Coordinate regression testing and quality assurance activities to maintain high system reliability.

Innovation and Continuous Improvement

• Emerging Technologies Exploration
  • Stay abreast of the latest ServiceNow features, industry trends, and emerging technologies.
  • Evaluate new ServiceNow capabilities like AI Ops, Machine Learning, and Predictive Intelligence for potential adoption.
• Process Enhancement
  • Identify opportunities to automate manual processes and eliminate inefficiencies using ServiceNow's capabilities.
  • Advocate for the adoption of innovative solutions that enhance service delivery and operational effectiveness.

Team Leadership and Collaboration

• Mentorship and Development
  • Lead, mentor, and develop a team of ServiceNow developers and administrators, fostering a collaborative and high-performance culture.
  • Provide technical guidance and training to team members to enhance their skills and knowledge.
• Cross-Functional Coordination
  • Collaborate with IT leaders, business analysts, and stakeholders to understand business needs and translate them into technical solutions.
  • Facilitate workshops and design sessions to gather requirements and promote stakeholder engagement.
• Vendor and Partner Management
  • Coordinate with ServiceNow and third-party vendors to resolve platform issues and stay informed about product updates.
  • Manage relationships with implementation partners, ensuring they deliver quality solutions that meet our standards.

Security and Compliance

• Regulatory Adherence
  • Ensure that all platform configurations comply with relevant regulations such as PCI DSS, GDPR, SOX, and internal security policies.
  • Implement security controls, including data encryption, access controls, and audit logging.
• Risk Management
  • Identify potential security vulnerabilities and implement measures to mitigate risks.
  • Conduct regular security assessments and collaborate with the security team to address findings.

Problem Solving and Issue Resolution

• Technical Troubleshooting
  • Lead the diagnosis and resolution of complex technical issues within the ServiceNow platform.
  • Utilize debugging tools, log analysis, and performance metrics to identify root causes.
• Service Continuity
  • Develop disaster recovery plans and backup strategies to ensure business continuity.
  • Coordinate incident response efforts to restore services promptly in the event of system outages.

Required Technical Skills and Experience

• Education
  • Bachelor’s degree in computer science, Information Technology, or a related field; master’s degree preferred.
• Experience
  • Minimum of 12+ years of experience with ServiceNow platform development and architecture.
  • Demonstrated success in leading the design and implementation of large-scale ServiceNow projects.
  • Experience in financial services or other regulated industries is a plus.
• Technical Expertise
  • In-depth knowledge of ServiceNow architecture and data models.
  • Proficiency in advanced scripting languages, including JavaScript and AngularJS.
  • Expertise in server-side scripting and client-side scripting.
  • Strong experience with web technologies (HTML5, CSS3) and RESTful web services.
  • Familiarity with database concepts and SQL for data manipulation and reporting.
• Integration and APIs
  • Extensive experience with IntegrationHub, MID Servers, and API management.
  • Ability to design and implement custom web services and integration points.
• Platform Modules
  • Expertise in ITSM processes and modules
  • Knowledge of ITOM practices, including Discovery and Service Mapping.
  • Experience with HRSD, CSM, SAM, and custom application development.

Soft Skills

• Leadership
  • Proven ability to lead technical teams and manage project deliverables.
  • Skilled in coaching and developing team members.
• Analytical Thinking
  • Strong problem-solving skills with the ability to analyze complex systems and data.
  • Creative thinker capable of developing innovative solutions.
• Communication
  • Excellent verbal and written communication skills.
  • Ability to present technical information clearly to non-technical stakeholders.
• Collaboration
  • Team player who can work effectively with diverse groups.
  • Strong interpersonal skills to build relationships across the organization.

Nice to have certifications

• ServiceNow Certified System Administrator
• ServiceNow Certified Implementation Specialist
• ITIL v3/v4 Foundation Certification

PMP or Agile Scrum Certification

OneMain Holdings, Inc. is an Equal Employment Opportunity (EEO) employer. Qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship status, color, creed, culture, disability, ethnicity, gender, gender identity or expression, genetic information or history, marital status, military status, national origin, nationality, pregnancy, race, religion, sex, sexual orientation, socioeconomic status, transgender or on any other basis protected by law.