Specialist - Architecture
- Charlotte, NC
- Permanent
- Full-time
- 9+ years of ServiceNow experience with strong exposure to ITSM processes (Incident, Change, Request, Service Catalog).
- Hands-on experience with ServiceNow integrations with external systems/tools.
- Proven ability to lead onsite–offshore delivery models in AMS / Enhancement support environments.
- Strong understanding of ServiceNow configuration and customization (Business Rules, Workflows, Client Scripts, Catalog Builder, Flow Designer).
- Familiarity with CMDB design, relationships, and data quality management.
- Strong communication and client-facing skills, capable of engaging business and technology leaders.
- Experience in solution governance, release management and production support.
- ServiceNow certifications: CSA, CIS–ITSM, CAD, or Architect-level certifications.
- Exposure to Employee Center Pro, integrations (Jira, Coupa, Teams/Slack), and ITSM Pro features.
- Experience in mentoring, and cross-team collaboration.
- Stakeholder Engagement: Act as the primary onsite point of contact for client stakeholders, ensuring alignment between business needs and technical solutions.
- Requirement Analysis: Capture and translate business requirements into scalable ServiceNow solutions.
- Solution Oversight: Guide design, configuration, and customization across ITSM, Service Catalog, Change Management, and CMDB-related areas.
- Customization & Scripting: Oversee development and configuration of workflows, business rules, and scripts (server/client-side) using JavaScript and Glide API.
- Delivery Governance: Ensure timely delivery of enhancements and support activities while maintaining compliance with ServiceNow best practices.
- Issue Management: Oversee troubleshooting and resolution of critical issues, ensuring production stability and adherence to SLAs.
- Documentation & Knowledge Sharing: Maintain clear documentation of solutions, workflows, and technical decisions; enable knowledge transfer across teams.
- Continuous Improvement: Recommend and drive platform improvements, innovation, and adoption of ServiceNow capabilities.