Senior ServiceNow Solution Architect

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Job Summary:

Norfolk Southern Corporation is a customer-centric and operations-driven freight transportation network with a legacy spanning nearly 200 years. They are seeking a qualified professional ServiceNow Solution Architect to provide technical leadership, governance, and strategic planning for the ServiceNow platform, ensuring alignment with business and IT strategies while driving continual service improvements.

Responsibilities:

• Provide overall governance of the configuration and development of the ServiceNow platform as completed by multiple suppliers on an ongoing basis.

• Ensures platform alignment with business and IT strategies.

• Provides consultative technical leadership to the platform team, management, and senior leadership.

• Creates and maintains a detailed documentation including platform architecture, technical design, and implementation details, and support details.

• Provides enterprise-wide technical architecture and implementation strategy for the ServiceNow platform.

• Provides enterprise-wide technical architecture for systems used to support the IT Service Management governance and operations to ensure the correct technical solutions are used when delivering business solutions in reduction of technical debt and best fit for purpose use of products.

• Works closely with enterprise architecture team and product owners to ensure alignment with business needs and NS architecture practices.

• Drives standards and best practices for ServiceNow development and platform management to ensure the ongoing health of the ServiceNow platform.

• Provides peer review of design, code, and solution for configuration and development efforts to ensure compliance with standards.

• Ensure all work adheres to the processes, policies and best practices for development and the platform for NS and ServiceNow.

• Demonstrates a strong background in designing platform governance, ensuring development team alignment, and ensuring that priority demands are effectively executed, alongside the development team, product owner, and SCRUM master.

• Contributes to the design, development, and maintenance of all application features and functions, ITSM, ITOM, HAM, Automation Engine, Vulnerability Response, Risk / Third-Party Risk Management, SPM, 3rd party and vendor provided store applications.

• Work with platform engineers to enhance and maintain effective Release Management practices ensuring separation of duties and traceability.

• Administrating the ServiceNow platform to configure, customize, and develop solutions on the platform utilizing the latest technical capabilities.

• Ensuring the health of the platform including security, manageability, upgradeability, and user experience.

• Streamline the platform upgrade process ensuring low risk upgrades to drive N-1 compliance with minimal impact to ongoing development efforts.

• Provide support for ServiceNow upgrades, patching, and new releases ensuring all skips and customizations unchanged are review with each patch and upgrade reverting back to out of the box code / configuration where possible if a customization is no longer required or is now addressed with out of the box configuration.

• Enhance existing out of box and customized platform and portal features and capabilities, including scoped applications and external application integrations.

• Review technical requirements to ensure that they are provided in sufficient detail to be accurately estimated.

• Develop and maintain/enhance existing configuration and NS specific code in ServiceNow.

• Create, configure, and maintain integration endpoints using various authentication methods and maintain ongoing knowledge of available integrations with 3rd party tools.

• Resolve technical escalations, including responding to defects, incidents, and service impacting issues.

Qualifications:

Required:

• Bachelor's degree, preferably in Information Technology

• 5 years of experience supporting and implementing ServiceNow in a large I.T. environment.

• 3 years of experience supporting, optimizing and maturing both service management, CMDB, and Asset Management practices.

• Experience with managed service providers aligning ServiceNow support and development to company policies and standards, adherence to SLA’s and contractual commitments.

Preferred:

• ServiceNow Xanadu or higher

• Agile (SCRUM) Development Methodology

• Jira and/or ServiceNow Agile

• SDLC Methodology

• ITIL v4 Foundations

• Experience with programming languages, i.e., Javascript, XML, HTML, CSS, Angular, REST

• Knowledge of ServiceNow platform capabilities and features

• (ServiceNow) Strategic Portfolio Management

• (ServiceNow) ITSM

• (ServiceNow) ITOM

• (ServiceNow) Performance Analytics

• (ServiceNow) HAMPro & SAM

• (ServiceNow) SecOps and GRC

• (ServiceNow) Cloud Provisioning and Governance

• Experience as a ServiceNow Architect performing E2E implementation, deployments, and upgrades.

• Interface with technical and non-technical support specialists regarding problem determination and resolution.

• Leverage public speaking skills to deliver presentations and lead discussions and presentations.

• Display high adaptability to continuous changes of objectives and priorities.

• Effective time management that allows efficient scheduling for the entire development process to ensure on time deliveries and hold development team members accountable to deliverables.

• CAMP, CSAM, CITAM, or CHAMP certification from IAITAM

• CMDB/Discovery/Service Mapping Fundamentals

• ServiceNow Certified Admin, Developer, or Implementation Specialist

• Certified ITIL Professional

Company:

Since 1827, Norfolk Southern (NYSE: NSC) and its predecessor companies have safely moved the goods and materials that power the U.S. economy. Founded in 1980, the company is headquartered in Norfolk, Virginia, USA, with a team of 10001 employees. The company is currently Public Company. Norfolk Southern has a track record of offering H1B sponsorships.