Role: Service Now Architect 

Work Location: San Mateo, CA 

Job Description 

Responsibilities: 

• Support the development and configuration of a variety of areas including, but not limited to Service Portal, Change, Problem, Incident, Service Catalog, Knowledge, Release / SDLC, Asset Management, Configuration Management (CMDB), Project, Time Cards, CMS, and Reporting. 

• Collaborate with team members to define, analyze, understand and document business and technical requirements. 

• Design and develop / configure workflows, forms, scripts and underlying logic using SCRUM / Agile methodologies. 

• Formulate testing approach, test cases and document them. 

• Unit and regression test implemented solutions as required. Support User Acceptance Tests and implement code into Production. 

• Participate / conduct code walkthroughs. Develop coding standards. 

• Participate in and support ServiceNow version upgrades. Install, test and take new applications live in ServiceNow. 

• Offer technical solutions to address complex requirements. Evaluate alternate solutions, identify the best option and implement the solution. 

• Create technical architecture, design and user guide documentation. 

• Conduct in-person and virtual training sessions for stakeholders as appropriate. 

• Analyze, troubleshoot, and remedy identified system issues. 

• Coach and oversee the activities of ServiceNow support partner resources on an as-needed basis. 

• Provide on-call support when Production issues occur. 

Desired Characteristics: 

• Certified ServiceNow Administrator, Certified ServiceNow Implementation Specialist. 

• ITIL v3 Certification or equivalent practical experience. 

• Relevant software development certifications.