Essential Functions:Serves as a subject matter resource (SMR) on ServiceNow ITSM, Hardware Asset Management (HAM), Software Asset Management (SAM), ITOM, CMDB, and related systems; providing necessary support for all process initiatives and cross functioning systems.Architects, develops, integrates, and implements ServiceNow solutions.Writes custom scripting and integrates 3rd party software with applications such as Workday and Dynamics 365.Develops and modifies ServiceNow workflows, forms, lists, business rules, UI components.Owns and develops custom integrations of ServiceNow HAM with Microsoft Endpoint Configuration Manager.Designs, codes, debug, documents, deploys and maintains solutions in a highly efficient and effective mannerCreates and configures workflow administration, reports, and data imports.Creates, maintains, and enhances reports, dashboards, homepages, and custom views.Performs data load, mapping, and transforming of dashboards, access controls, database views, user interfaces (forms and navigation), scheduled jobs/reports.Assesses new releases and provide direction regarding adoption of new features.Coordinates application and platform upgrades.Monitors the health, usage, and overall compliance of ServiceNow and its applications.Partners with ServiceNow, Inc. to understand the product roadmap that will inform the strategic implementation roadmap at Glidewell.Collaborates with service, infrastructure, and support teams to ensure adequate delivery on their objectivesParticipates in design review, user requirements sessions and development teams to deliver features and capabilities supporting automation initiatives.Collaborates with Product Owners, stakeholders, Engineering teams to understand, estimate, prioritize and implement solutions.Participates in establishing coding standards to support consistency.Reviews and applies requirements from external and internal team and align into ServiceNow development.Configures out of the box workflows and create/maintain custom workflows.Facilitates cross discipline awareness including cross training and engagement in processes, gather service-related data, create dashboards and participate in performance improvement initiatives.Develops work instructions to ensure that activities are properly documented.Develops user friendly catalog items with experience writing workflows.Partners closely with the business and IT teams to gather input to support ongoing business needs for ServiceNow configuration, implementation, and support.Schedules, installs, and tests system software upgrade; executes platform upgrades on an as needed basis.Escalates and works with ServiceNow, Inc. for complex issues out outages.Identifies critical metrics and develops ad-hoc system reports.Translates data into meaningful formats and presents to IT leadership.Performs other related duties and projects as business needs require at direction of management.Education and Experience:Bachelor’s Degree in Information Technology or relevant field, required; or additional working experience in lieu.Minimum 10+ years of relevant experience in Information Technology, required.Minimum four (4) years of experience supporting implementation, administration, configuration, and development on the ServiceNow platform in a medium or large enterprise organization, required.ServiceNow architecture and implementation experience, required.ServiceNow Certified System Administrator or ServiceNow Certified Application Developer, a plus.ITIL v3 Foundations Certification, a plus.
Job Title
ServiceNow Architect - SAM Pro