Service Now Manager/Architect

$145,208 - $173,796/Yr

Roswell Park Cancer Institute - Buffalo, NY

Full-time - Mid Level

Buffalo, NY

Hospitals

About the position

The ServiceNow Manager/Architect at Roswell Park Comprehensive Cancer Center is a pivotal role responsible for managing and enhancing the ServiceNow environment. This position involves leading platform architecture initiatives, ensuring system reliability, and implementing best practices to align the platform with organizational goals. The ideal candidate will have extensive experience in platform architecture, particularly with the Common Service Data Model (CSDM), and will oversee data integrity, compliance, and security protocols while collaborating with IT Infrastructure managers and the Service Desk Director.

Responsibilities

• Develop a long-term strategic vision for the ServiceNow platform to align with organizational IT objectives.
• Provide leadership, guidance, and mentorship to a ServiceNow Administrator.
• Oversee the design, implementation, and maintenance of the Configuration Management Database (CMDB) and Common Service Data Model (CSDM).
• Implement and oversee Hardware Asset Management (HAM) and Software Asset Management (SAM) processes.
• Architect customized applications, workflows, and configurations on the ServiceNow platform.
• Supervise integrations between ServiceNow and other enterprise systems to ensure seamless interoperability.
• Establish and enforce security guidelines, conduct regular audits, and ensure compliance across the ServiceNow platform.
• Lead initiatives to enhance platform functionality and streamline processes.
• Ensure that the Service Catalog is up-to-date and user-friendly, and create performance dashboards for senior leadership.
• Maintain comprehensive documentation of system architecture, customizations, workflows, and procedures.

Requirements

• Master's degree and ten years of experience in computer system hardware, operating systems, software, enterprise networking, or computer systems security; or a Bachelor's degree with eight years of experience; or a Bachelor's degree with twelve years of experience; or an Associate's degree with fourteen years of experience; or a High School Diploma with sixteen years of experience.
• Extensive experience with platform architecture, including the Common Service Data Model (CSDM) framework.

Nice-to-haves

• Familiarity with IT infrastructure components such as servers, networking, databases, and storage.
• Proven experience working in a Service Desk environment with a strong understanding of incident, request, and problem management processes.
• Demonstrated experience in leading and mentoring IT staff.
• ServiceNow Certified Implementation Specialist or ServiceNow Certified System Administrator, or related ITIL certification.
• Strong understanding of IT security principles and experience implementing security best practices.

Benefits

• Comprehensive benefits package including health insurance, dental insurance, and retirement plans.