Job ID: 2024-6759 Type: Regular Full-Time # of Openings: 1 Category: CUSTOMER SUCCESS Remote - United States
Overview
NWN Carousel delivers AI-powered technology solutions for the modern workplace, delivered across multiple offerings. Our expertise in cloud transformation, intelligent infrastructure, cybersecurity, managed devices, visual collaboration, and cloud communications, leverages 30+ years of engineering strategic outcomes. Our proprietary Experience Management Platform (EMP) ensures seamless service delivery, real-time observability and improved uptime, efficiency, and experiences for our clients. We’re a customer-obsessed team earning a 70+ Customer Net Promoter Score (NPS), and committed to a culture of innovation, integrity, and operational excellence. Our company has been recognized with hundreds of industry awards and are proud to be a 'Best Place to Work’ with an 80+ Employee Net Promoter Score (eNPS).
Our team of 1,050+ dedicated and talented employees deliver first-class, innovative technology solutions to more than 5,000 customers with a goal to deliver great customer and employee experiences. We offer employees a rewarding family-friendly flexible work environment where they can advance their skills and grow their careers AND we offer full-time employees a competitive and comprehensive benefits package.
Responsibilities
As a platform architect specializing in ServiceNow, your role is responsible for the designing and implementing solutions on the ServiceNow platform, the documenting of the overall platform design, and helping to analyze the impact of new requirements.
Scope of Role Responsibilities
Essential, key job responsibilities for this role include, but are not limited to:
Design and Architecture: create value by minimizing mistakes and amplifying success. They design scalable, sustainable, and successful instances of ServiceNow.
Client Interaction: They provide domain expertise, technical guidance, and strategic recommendations to clients. This includes sharing best practices, industry trends, and technical insights.
Solution Development: Architects analyze requirements, estimate development time, and create technical solutions. They participate in requirement gathering meetings and collaborate with stakeholders.
Workflow Design: Architects prepare flows and workflows for overall solutions, ensuring efficient processes.
Technical Documentation: They develop system documentation, including process flows, design documents, and high-level architecture diagrams.
Deployment and Performance: Architects define the architecture for ServiceNow implementations and oversee successful deployment. They also manage upgrade cycles and optimize instance performance.
Adhere to IT policies, procedures, and standards for hardware/software, security, request/ticket tracking, source control, and change management.
Additional job responsibilities include, but are not limited to:
As new technology is introduced, quickly acquire sufficient knowledge and skills.
Ensures platform alignment with the business strategy.
Provides consultative technical leadership to the platform team.
Creates and maintains a detailed view of the existing architecture.
Provides architectural controls to ensure the correct technical solutions are used when delivering business solutions.
Resolves technical escalations, including responding to defects.
Participates in process workshops.
Works closely with enterprise architecture team.
Other responsibilities as assigned.
Qualifications
Role Qualifications and Requirements
The following are minimum qualifications and requirements required for this role:
Deep knowledge of ServiceNow solutions
Understanding of ITIL processes
Experience in an enterprise environment with multiple integration points
Architecting and deploying large-scale ServiceNow implementations
Strong analytical skills for problem-solving and to address complex business challenges.
Effective communication and collaboration skills to work with diverse teams.
Strong requirements gathering experience working with end users.
ServiceNow platform module experience, such as: Case Management, Service Catalog, Incident Management, Change Management, CMDB, Asset Management, Contract Management, Order Management, CSDM, Demand Management, Project Management, or Resource Planning.
Experience working within hybrid agile SDLC environment, utilizing scrum-based projects and user stories to define & work development tasks.
Ability to execute against multiple work streams in a fast-paced environment.
The following qualifications are ideal, but not required:
Bachelor degree in Engineering, Information Technology, Operations, or related field preferred.
Certifications in ServiceNow are advantageous: ServiceNow Certified System Administrator (CSA), ITIL Foundation, ServiceNow Certified Implementation Specialist ITSM (CIS-ITSM), ServiceNow Certified Application Developer (CAD))
Prior experience at a Managed Services Provider advantageous.
Prior experience working remote a plus.
NWN Carousel is an Equal Opportunity Employer: NWN Carousel provides equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation or any other status or condition protected by local, state or federal law.
Equal Opportunity Employer, including disability/protected veterans
