Service Now Senior Architect

1. Deliver scalable solutions that support long term platform health and strategic objectives
2. Ensure all development and enhancement activities comply with CIMIC Group development standards, coding conventions, and testing processes.
3. Collaborate with product owner, IT teams and vendors as the technical liaison to translate business requirements into solution options and deliver the approved Service Now solution
4. Translate complex technical concepts into clear, business focused outcomes for both technical and non technical stakeholders to enable informed decision making
5. Act as a consultative solutioning partner, able to take ad hoc ideas and loosely defined business requirements, rapidly assess Service Now platform capabilities, explain what is possible, and present practical solution options using OOTB features, automation, and integrations, clearly outlining implementation approaches, trade offs, risks, and effort.
6. Adapt to frequently changing requirements, actively incorporating feedback and refining solutions through iterative delivery
7. Manage multiple tasks in parallel while adapting to changing priorities and delivering within agreed timelines
8. Strong communication skills, actively participating in stand ups and asking clarifying questions
9. Provide timely status updates on assigned work and deliver accurate effort estimates for tasks and enhancements.
10. Assess platform hardening and best practice recommendations, advise on their suitability, risk, and value, and implement approved improvements to improve Service Now instance health.
11. Provide L3/L4 support to resolve complex incidents, enhancements, and defects through scripting, debugging, and testing
12. Provide ongoing support for the instance, covering troubleshooting issues or defects for existing configurations, integrations, customisations, flows, custom apps…etc. and implementing approved enhancements
13. Optimise existing implementations during enhancements by reducing customisation, adopting OOTB functionality where possible, and enforcing best practices and updated standards.
14. Execute Service Now platform upgrades efficiently and within agreed timelines.
15. Design and implement automated workflows to replace manual processes and tasks using Service Now Flow Designer and Integration Hub, leveraging spokes and integrations for Active Directory, Microsoft Entra ID, and Exchange, leveraging Microsoft Graph APIs and using PowerShell where graph capabilities are not available
16. Design and manage integrations using REST/SOAP, MID Server, LDAP/SSO, webhooks, third party tools…etc.
17. Design and deliver of custom applications using Service Now App Engine, Studio, Flow Designer, and low code/no code capabilities as required
18. Experience across ITSM, ITOM, SPM, ITAM, Sec Ops, IRM, Vender Risk Management and, App Engine
19. Strong capability to analyse, learn, and provide solutions for Service Now modules outside existing experience.
20. Design, develop, and maintain solutions across Service Now modules.
21. Produce and maintain high quality technical documentation including architecture designs, solution designs, configuration details, testing, and technical notes.
22. Ensure all deliverables and configurations meet the highest quality standards.
23. Assist in scoping new opportunities as required

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