ServiceNow Architect Lead

5 days ago

Taguig, National Capital Region, Philippines Goodyear Dunlop Tires Germany GmbH Full time
Job Description

We are seeking a skilled ServiceNow Architect to join our team at Goodyear Dunlop Tires Germany GmbH. In this role, you will play a key part in supporting the ServiceNow platform and its integrations, focusing on reusable data models and out-of-box capabilities.

Key Responsibilities:
  • Technical Delivery Management (TDM): Function as Technical Owner and/or Subject Matter Expert of one or more low to moderate complexity services/technologies, & related integrations:
    • ITIL Service Design & Continual Improvement Processes: Design Coordination, Service Level, Risk, Capacity, Availability, Service Continuity, Security, Compliance, Architecture, Supplier, Continual Improvement, Reporting
    • Align to and/or create/maintain 12-18 month roadmap; publish, enforce & configure to standards, including versioning; Manage technical service operations & issues with customers, internal support teams, & external partners
  • Communication: Prepare for, or lead, Stakeholder discussion to report KPIs/metrics/status, identify opportunities, & prioritize work
    • Interact with stakeholders, customers & technical support teams
    • Gather & evaluate customer & technical requirements, & convert to functional specs; provide consulting for assigned services
    • Manage small-medium projects in the area of specialization & small project teams across functional groups to deliver services
    • Direct daily efforts of external operations partners
    • Provide updates & reporting, including presentations regarding Services, to managers & customers as appropriate
    • Lead process councils, provide user training, & function as primary escalation contact for service area
  • Enhance Services: ITIL Service Transition Processes: Knowledge, Change, Asset & Configuration, Release & Deployment, Transition Planning & Support, Service Validation & Testing, Evaluation
    • Identify/implement enhancements per operational & Stakeholder priorities (Improve capabilities, integrate, automate, expand user community, expand the technical scope, replace/decommission legacy services, rearchitect applications)
    • Integrate & Automate: Design integrated & automated processes & technical solutions
      • Data model; object & function-oriented design; multi-platform, structured, self-documenting code; verbose variables; embedded debugging, logging & data validation; SDLC (Dev/Test/Prod), open web standards
  • Operate Services: ITIL Service Operation Processes: Event, Incident, Problem, Access, Request Fulfillment, Operations, and Documentation - May be complex, ambiguous, and span functional areas
    • Daily activities required to maintain awareness and ensure the functionality of assigned services
    • Upgrade & Patch Applications to maintain supported levels and address issues
    • Provide Emergency On-Call Support
Required Skills and Qualifications:
  • Bachelor's Degree (prefer Computer Science, CIS, MIS, Engineering, or related); In lieu of degree, 9 years of relevant IT experience
  • Certifications: IT Technologies, ITIL Foundations, Processes/Standards (desired)
  • 4+ years experience in Information Technology, preferably including 5 years of ServiceNow IT Service Management administration experience (Experience as an Admin, Not a User)
  • Experience mirroring significant portions of Primary Purpose, Principal Duties & Responsibilities, and Knowledge, Skills & Abilities
  • Experience leveraging data to identify, recommend, and implement system improvements using new or existing technologies
  • Structured, linear thinking to define standards & guarantee results; Creative, non-linear thinking to solve problems in new ways
  • Excellent communications: Translate between business & technical language, to functional requirements, and to documentation
  • Experience managing moderately complex applications/services in a team atmosphere; and driving to solutions

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