Delhaize America - Chicago, IL
posted 4 days ago
About the position
We are looking for a business-savvy technology expert, truth-teller and strategic thinker to join our ServiceNow and ITSM team. You will own ServiceNow platform architecture and strategic roadmap as we strive to deliver a modern, user-centric set of capabilities through ServiceNow for our diverse and distributed workforce. You will collaborate closely with the Service Delivery team, Architecture Community, IT infrastructure teams and business partners to ensure that business needs are understood, assessed, and translated into feasible, effective technological solutions. You will document the overall platform design and technical roadmap, oversee platform health, guide technical governance and help to analyze the impact of new requirements. You will also drive alignment to ServiceNow implementation best practices and provide hands-on assistance with the detailed design and implementation phases of engagements.
Responsibilities
- Trusted advisor to IT Services, the Business (HR, Supply Chain, Vendor Management) and other partners for the ServiceNow platform, ecosystem and ITIL practices including ITSM and ITOM
- Collaborate with key stakeholders, analysts and developers to establish strategic guidance, technical roadmap, standards and designs
- Stay up-to-date on domain and industry news, innovations and practices
- Develops documentation of integration processes, solutions and design decisions for future reference and use by other engineers.
- Ensure that key ITIL practices and ServiceNow implementation focus on delivering real business value and outcomes
- Build relationships with vendors and partners, leading and participating in product and proposal evaluations, recommendations, and architecture oversight
- Lead the planning, adoption and deployment of AI-related ServiceNow capabilities including GenAI, AIOps including Health Log Analytics and Predictive capabilities (ops, analytics).
- Challenge the status quo and drive change to improve business agility and performance, ensuring associate enablement and user experience (UX) are not ignored
- Engage as a subject matter expert or troubleshooter when transformation opportunities, design conflicts or high severity problems arise
Requirements
- B.S. in Computer Science, Engineering or related field or equivalent job experience
- 10+ years of relevant work experience and leadership (including at least 3 years as a ServiceNow Platform Architect)
- ServiceNow Architect certification(s), primarily Certified Technical Architect with Certified Implementation Specialty in ITSM as well as Certified Application Developer
- Proven experience with ServiceNow development and architecture including data structure, CMDB, creating workflows, process automation, scripting, and Flow designer.
- Proven experience with ServiceNow Discovery and Cloud provisioning.
- Exceptional verbal, written, visual communication and influential 'storytelling' skills
- Demonstrated experience interacting, partnering, and influencing at all levels of an organization
- Able to manage own work time, priorities and responsibilities under aggressive timelines and budgets
- Fluent in English (in word and in writing)
Nice-to-haves
- Additional ServiceNow and IT Architecture Certifications
- Experience working in Agile teams and Product/Platform based operating model
- ITIL Certification Foundations v.4
- Experience working in IT in the Retail industry
- Strong knowledge of IT Security, especially as it applies to ServiceNow in a complex IT environment
- Strong experience with an AIOps platform (ServiceNow)
