Solution Architect Specialist in McLean, VA

Position Details

Client: Financial Services

Job Title: Information Technology - Solution Architect Specialist

Location: McLean, VA

Duration: 9 months CTH

About The Role

The ServiceNow Catalog and Knowledge Management (KM) tech lead will demonstrate leadership skills and deliver in areas for the Operational support, process and governance documentation, and technical support of the ServiceNow platform Catalog and KM modules. The role involves creating and maintaining catalog items, self-service portal, managing workflows for requests, ensuring service delivery aligns with SLAs, and often includes reporting and analytics.

Responsibilities

• Perform day-to-day administration of the ServiceNow system, including making approved changes to forms, tables, reports, configuration changes and workflows adhering to platform and development standards and processes.
• Support Program activities providing metrics, reports, configurations within catalog and knowledge and space. Troubleshoot problems, resolve incidents, implement bug fixes, and perform root cause analysis.
• Assist with upgrade planning, testing, and implementation between development and production instances for Catalog, Knowledge and portal space.
• This role demands a strong automation and workflow background supporting innovation by working with stakeholders to understand business processes, with the efficiency goal of digitizing and automating legacy processes.
• This role will require a strong knowledge and hands on experience of the IT Service Management Modules and Automation Workflows (This role also requires a strong architectural knowledge of the Service Now platform as well as back-end experience managing and updating UI parameters on self-service Portal.
  
  

Required Skills

• Strong Administration and operational knowledge of ITSM, Portal, Catalog and Knowledge management. UX designing knowledge for catalog development
• Knowledge of ITIL Framework including Change, Release, Incident, Knowledge Management & CMDB processes, understanding of architectural and infrastructure environments and technical writing and documentation.
• 7-8 years of IT and Web Development/Front-End experience, including experience utilizing programming languages such as JavaScript, ServiceNow Scripting, XML, Shell Scripting, and REST API.
• Bachelor's of Science in Computer Science, Computer Engineering or related field is required.
• ServiceNow Certified Systems Administrator (CSA), or other ServiceNow certifications are preferred.
  
  

Supplier Vetting Questions

• What programs have you led that include Service Catalog and / or Knowledge space on the ServiceNow platform? What were some challenges during that project?
• What was your role in managing stakeholders/expectations and delivering value for an organization?
• What experience do you have with backend administration of ESC portal/Service Portal or in the Catalog/KM space?
• Do you have any experience in requirements gathering with customers and design in Catalog or portal space?
• Do you consider yourself a Service Now admin / architect or Service Now developer? Please describe your response. Please explain your response?
  
  

Interview Information

Rounds: 2 rounds

Duration: 1st round 30 minutes and 2nd round 45 mins

Interview Type: MS Teams - Video Mandatory

Interview Placeholders: 05/05 11:30 & 1 PM and 05/06 1 PM & 2:30 PM