Solutions architect – ServiceNow

The Solutions architect – ServiceNow is responsible for overseeing the strategic planning, implementation, and management of the ServiceNow Configuration Management Database (CMDB) and Common Service Data Model (CSDM). This role requires a deep understanding of IT Service Management (ITSM) processes, data governance, and the ability to drive cross-functional collaboration to ensure the CMDB and CSDM strategy are effectively integrated and utilized across the organization. Main Responsibilities include Data Integrity and Quality Assurance (25%): Ensure the accuracy and consistency of data within the CMDB/CSDM; Team Leadership (20%): Lead and mentor a team of CMDB managers and administrators; Service Dependency Management (15%): Define and manage service dependencies and relationships; Strategy Development and Execution (15%): Develop and execute a comprehensive strategy for the implementation and management of CMDB/CSDM; Stakeholder Collaboration (10%): Collaborate with IT and business stakeholders to align CMDB/CSDM with organizational needs; Governance and Policy Enforcement (10%): Enforce governance policies and procedures to ensure compliance and data integrity; Process Improvement (5%): Identify and implement improvements to CMDB/CSDM processes; Industry Trends and Advancements (5%): Stay current with industry trends and advancements in CMDB and CSDM evolution, incorporating relevant updates into the organization’s strategy. The candidate will lead the CMDB/CSDM strategy for ServiceNow, lead an operations team consisting of a CMDB manager, administrators, and analysts, organize the program portfolio of CMDB/CSDM-related activities, strategic initiatives, and project dependencies, approve changes to CMDB/CSDM processes and data models, make decisions on tool configurations and customizations, and authorize data quality and integrity initiatives. Financial accountability includes ensuring cost-effective use of resources and tools. Key deliverables include leading CMDB/CSDM strategy for ServiceNow, effective team performance and development, successful implementation of process improvements, high stakeholder satisfaction with CMDB/CSDM services, and enhanced functionality and value of the CMDB and CSDM. Experience and Education required: Bachelor’s degree in computer science, Business Administration, or relevant healthcare discipline; 10+ years of IT experience with understanding of IT project and application management in a quality and regulated environment; extensive experience with ServiceNow CMDB and CSDM including design, configuration, and deployment; proven success in presenting complex information to senior leaders; ability to build consensus among stakeholders; strong work ethic; strong understanding of ITIL framework and ITSM processes. Preferred skills include enterprise understanding of ServiceNow, knowledge of quality/validation processes, SDLC knowledge, and excellent communication skills.