Senior ServiceNow Functional Architect
Victoria, British Columbia
Position: Architect Level 3
This role is expected to be part-time with sufficient hours budgeted to be approximately 20 hours per week over the term. The hours per week are expected to vary based on the phase of work, with more hours being used at the beginning of the contract
Project Name: Service Management Transformation Program
Project Overview: The Service Management Transformation Programs is focused on transforming IT service operations to ensure a superior customer experience and to contribute to the success of government programs.
Estimated Work Start Date: 16-Sep-2024
Estimated Work End Date: 31-Mar-2025
Standard Hours Per Day: 4.00
Estimated Work Days: 139.00
Architects at Experience Level 3 are usually technology specialists that can demonstrate in their submitted examples that they have successfully led multi-discipline analysis and design teams in support of complex projects, and that they reported to the senior project manager and had individuals performing functions at a senior technical level reporting directly to them. Architects at Experience Level 3 have expert knowledge of an underlying technology function, its integral components and understand the strengths and weaknesses of a technology.
An Architect at Experience Level 3 is responsible for determining the suitability of a technology and for defining the best possible architecture. An Architect at Experience Level 3 is expected to have detailed knowledge of industry trends and vendor competencies within the subject area. Typical deliverables model the technical architecture and may include application models and data models.
The mandate for SMTP focuses on transforming IT service operations to ensure a superior customer experience and contribute to the success of government programs. It also includes the integration of IT service management for shared government IT infrastructure and services. SMTP includes both project and operations work and the team is currently comprised of Ministry staff, resources contracted via previous RFP's, and the Province's vendor service delivery partners.
The Province is implementing various modules of ServiceNow, with several already in production which include:
• Incident Management
• Problem Management
• Change Management
• Knowledge Management
• Order Management (Service Request, Request for Fulfillment, Service Catalogue)
• Service Asset and Configuration Management and Configuration Management Database (SACM/CMDB)
• Hardware Asset Management (HAM)
• Software Asset Management (SAM)
• Field Services (FSM)
• Continuous Improvement (CIM)
• Strategic Portfolio Management (SPM)
The Province is seeking an experienced ServiceNow Functional Architect who will support the architectural needs of the program.
Education:
o Bachelor's degree in Computer Science, Information Technology, or a related field. Advanced degree preferred.
Experience:
o Minimum of 10 years of functional architecture experience, focused on ServiceNow.
o Extensive experience in functional processes and operational usage of the core ServiceNow modules, including ITSM, ITAM, ITOM.
o Extensive experience in the implementation of CSDM
o Previous experience in leading and managing teams in functional areas (e.g., service desk, asset management).
o In-depth knowledge of ServiceNow modules, especially IT Service Management (ITSM) and IT Asset Management (ITAM).
o Experience working with end users to derive requirements, understand their issues, and provide effective resolutions.
o Extensive experience in service management processes and the delivery of services.
Technical Skills:
o Strong understanding of ServiceNow architecture, data model, and security model.
o Familiarity with ITIL processes and best practices.
• Client Interaction:
o Strong competence in working directly with end users to understand their requirements, issues, and objectives.
o Proven ability to analyze end user problems and work through resolutions effectively.
o Excellent communication skills to interact with end users and stakeholders at all levels.
• Leadership Skills:
o Strong organizational skills and the ability to manage and prioritize multiple projects.
Certifications:
o ServiceNow Certified System Administrator.
o Additional ServiceNow certifications (e.g., ITOM, ITSM, ITAM) are a plus.
Service Requirements
The ServiceNow Lead Functional Architect is responsible for leading the implementation of the Common Services Data Model. In addition, this role will support the ServiceNow Lead Technical Architect in reviewing the current solution designs and construct a future state architecture. The work will include reviewing functional process areas for holistic alignment and creating a roadmap to address technical debt.
The ServiceNow Lead Functional Architect will be responsible for:
Current State Review and Analysis:
• Conduct a comprehensive review of the existing ServiceNow solution, focusing on processes within various functional areas.
• Assess the alignment of current processes with ServiceNow best practices and identify areas for improvement.
• Document findings and provide detailed analysis of gaps and opportunities.
Future State Architecture and Roadmap Development:
• Collaborate with the Technical Architect to design a future state architecture that aligns with best practices and organizational goals.
• Contribute to the development of a detailed roadmap outlining initiatives and steps to transition from the current state to the future state.
• Provide functional insights and recommendations to support the technical roadmap.
CSDM Implementation Leadership:
• Lead the initiation of the Common Service Data Model (CSDM) implementation.
• Define and document CSDM standards, ensuring alignment with overall architectural goals.
• Work with functional teams to integrate CSDM into their processes and workflows.
Process Optimization and Best Practices:
• Identify and implement process improvements to enhance efficiency and effectiveness.
• Ensure that all functional processes align with ServiceNow best practices and industry standards.
• Provide guidance on process redesign and optimization efforts.
Collaboration and Stakeholder Management:
• Work closely with the Technical Architect, IT teams, and business stakeholders to ensure cohesive and aligned efforts.
• Facilitate workshops and meetings to gather requirements, present findings, and obtain stakeholder buy-in.
• Communicate complex concepts and solutions effectively to both technical and non-technical audiences.
Documentation and Knowledge Transfer:
• Develop comprehensive documentation of processes, standards, and best practices.
• Provide training and knowledge transfer to internal teams to ensure sustainable process management.
• Mentor and guide internal staff on functional best practices within the ServiceNow environment.
