Service Now Platform Architect

at Illinois Department of Innovation & Technology in Springfield, Illinois, United States

Job Description

25% Under administrative direction, serves as the ServiceNow Platform Architect for the Department of Innovation & Technology (DoIT): 

• Provides highly complex technical specialist and advisory functions for major and complex functions and projects for the ServiceNow platform and applications. 
• Provides architectural leadership and guidance to ServiceNow developers and administrators.
• Manages, maintains, and develops highly complex ServiceNow Architecture and Integration designs.
• Provides expert opinion and approval on customized solutions.
• Reviews, assesses, and approves ServiceNow solution designs and development and management of platform governance policies and best practices.
• Develops and/or approves highly complex architecture designs to support key business outcomes and objectives.
• Develops and maintains a strategic roadmap focused on business capability and platform capability alignment. 
• Conducts and coordinates in-depth enterprise-wide management studies involving extensive technical research and analysis.
• Develops complex written IT analysis, including recommendation and implementation plans.
• Presents formal recommendations and plans to IT Senior Management.   
   

25% Provides general support, maintenance, and administration of the ServiceNow platform and applications: 

• Configures ServiceNow to meet requirements regarding all platform applications.
• Manages and maintains platform environment management plan to maintain integrity of the ServiceNow instances (e.g., Path to production, update set standards, clone schedule).
• Creates and configures business rules, user interface Policies, user interface Actions, client scripts and access control lists including advanced scripting of each to meet requirements.
• Collaborates with technical consultants and the ServiceNow community to acquire ServiceNow knowledge flags and escalates ServiceNow requirements needing customization for decision making.
• Develops and maintains technical documentation required for operational sustainment.
• Provides consultation and technical assistance to IT staff for monthly code promotion releases.
• Develops test cases, scripts, data, ‘triaging’ of defects and issues during testing.
• Plans and executes user acceptance training activities in conjunction with the ServiceNow Process Analyst.
• Supports daily operational requests and project/initiative requests related to ServiceNow.
• Reviews operational processes and internal control requirements.
• Supports the transition of new IT services by enabling the ServiceNow mechanisms required and provides end user administrative support.

20% Investigates appropriate solution approaches with external product vendors including technical product evaluations and provides guidance and expertise on the development of custom applications on the platform. 

10% Serves as a project coordinator for large scale requests:  

• Reviews requests, project documentation and project planning.
• Assigns work tasks, monitors complex and time-sensitive schedules, and tracks testing reviews.
• Plans and coordinates training for unit staff.  
• Monitors and reviews daily schedules to ensure jobs are completed accurately and on time. 
• Provides status reports to manager as directed.    

10% Serves as designated lead worker: 

• Assigns and reviews work.
• Provides guidance and training to assigned staff.
• Advises immediate supervisor regarding performance of staff.   

5% Keeps abreast of new developments in the Information Technology (IT) field: 

• Continues education by attending meetings, training sessions, seminars, and conferences to increase familiarity with and remain current on products, vendors, techniques, and procedures.
• Attends demonstrations and exhibitions related to assigned operations.      

5% Performs other duties as required or assigned which are reasonably within the scope of the duties enumerated above.