Technical Architect TECHM

Technical Architect

BMC Remedy ITSM CMDB Solution Architect

Core Skills ITOM/CMDB

Analyzes the current business and technology environments to detect deficiencies and recommends Service Now solutions for the improved uses of information technology. Partners with applications and technology teams. Participates in team meetings, provides guidance, identifies architectural gaps and/or issues and helps guide the team(s) toward resolutions. Reviews all changes to the platform at a design level initially and then at the code level as part of the Change control process to ensure standards have been followed for development and any adverse impact for production move is avoided.

Implements technology architecture guidelines for technology infrastructure and application development. Build out and standardize our code management procedures related to our Service Now implementation. Strong working knowledge of Service Now ITOM components such as Discovery, CMDB, Service Mapping, Integrations, Event Management, Incident Management, Problem Management, Asset Management, Knowledge Management, Release Management. Configuring, administering, and scripting the Service Now ITOM & ITSM modules.

Working closely with our customers to provide solutions and develop the software to fit those needs. Set standards for the Service Now instance governance related to best practices for defining configurations vs customizations, update set migration, cloning of environments, management of groups/users and data management. Technical integration experience with SOAP or REST standards are preferred. Implementations of Service Now Workflow Design.

Solid Development / Administrator background. Ability to recognize potential and actual issues, needs and opportunities for improvement in the implementation of ITSM technologies and service management practices. Understanding of working on LDAP/SSO Server configuration. Understanding of Agile & Scrum methodology Project Management. Support in agile product development from innovative business idea to the implemented solution based on Service Now.

Relevant Experience

5+ years Service Now working experience including architecture design, development, and implementation. Service Now CMDB, Discovery, Service Mapping, Event Management and Integrations are highly desirable. Candidates with good knowledge or experience of the above will be preferred.

Desired skills/knowledge

Good understanding of Service Now’s standard capabilities. Experience with Service Now or development experience on CMDB, Discovery, Service Mapping, Integrations and Event Management. Safe handling of JavaScript, AngularJS, Web services RESTful / SOAP, XML, JSON, etc. Good overall knowledge of ITIL best practices, process management and agile methods. Ability to map requirements with standard functionality with minimum customization. Service Now Admin / Developer / ITSM Certification will be an added advantage.

Expertise on core ITSM modules & other modules viz:
Incident Management, Problem Management, Change Management, Service Request, SLM, Knowledge Management, Reports and Service Catalog. Understanding of Service Management. Good Interpersonal and team working skills. Strong problem solving ability. Good Written and spoken English skills. Must have ability to learn very quickly.