Practice Architect II - Servicenow

Servicenow Practice Architect

The ServiceNow Practice Architect contributes to the growth, effectiveness, and profitability of the organization by providing senior technical leadership for a technical practice area. The Practice Architect is billable to a project and must have experience in a utilization capacity and adept in a wide range of technologies, services, and consulting approaches used within their specific domain. As a second level Practice Architect, a PA II is expected to have the experience and background to perform all the duties described below for engagements that are focused on consulting/delivery management within the defined subject matter area, including resource management, deliverables development, project planning and execution, adherence to contract attributes and costing, customer interaction, and other key aspects of solution based managed services. This role supports consulting revenues ranging between $5M and $10M annually.

Employee Value Proposition (EVP): As an organization, TEKsystem Global Services provides a continuum of services ranging from Engagement Management to full functional Outsourcing including Offshore Centers in Canada, India, and the Philippines. Our capabilities include Applications, Infrastructure, Communications, and Education services. Our model provides the ability to engage customers beyond staffing when asked for more ownership, capabilities, or methodology while enhancing client/consultant support.

• Fast paced, growing organization with dynamic work environment
• Leadership/growth opportunity
• Good management team who helps their team members grow.
• We have 4 centers of excellence or practice areas that ensure project success through adherence to methodology and leveraging best practices.
• Deliver cost effective solutions (20% to 50% less than all onsite resources) by leveraging on-site, near-shore (Montreal Solution Center) and off-shore (India/Philippines Solution Center) resources and expertise for your project.
• Work on complicated/exciting/visible projects across multiple product lines/services - Application Development/Maintenance, Quality Assurance COE, Infrastructure Services, and Education Services. Because we own them, you will see projects through completion vs. only a phase at a time
• Long term engagements, full-time, privately owned and operated (stability), employee driven
• Size offers ability for "voice to be heard" vs. lost in the shuffle of an IBM/large consulting firm
• ServiceNow Elite Partner
• Microsoft Gold Partner
• Forbes Top 100 companies to work for
• Work/life balance flexibility: limited travel, go home when work is done, no one working 60-70 hours per week like at other companies.
• 200+ concurrent engagements with facilities in the U.S, Canada, Europe, and Asia.

Essential Functions:

• Understand customer requirements, translate them into actionable tasks, and provide oversight, guidance, and mentoring to admin teams
• Ensure ServiceNow engagements are delivered with the highest quality, on time, and on budget
• Work with team leads on resource planning to staff approved projects with resources from the team.
• Provide input to technical resources sourcing strategies.
• Build resource plans that ensure development teams are staffed with skill sets required to deliver new services.
• Interview and hire qualified administrators and developers, striving to improve bench strength and augmenting project teams with contract staff when required.
• Work with other members of the management team to understand project and business priorities and schedule work with development staff based on those priorities.
• Effectively lead teams providing appropriate direction and developmental feedback.
• Provide appropriate cost and resource estimates for all applicable phases of planned projects.
• Provide input to practice methodologies, standards, and leading practices.
• Drive the practice methodologies, standards, and leading practices downwards through the organization.
• Monitor and manages adherence to methodologies and standards to ensure activities are occurring as planned.
• Provide sales support in solution phases of sales engagement life cycle.
• Provides project level of effort and cost estimation

Additional Responsibilities:

• Proactively anticipate problems; define the problem; identify possible causes; work with team to identify solutions; selects and implement the most appropriate solution.
• Make key decisions based upon input from teams; solid understanding of IT services principles; firm and business objectives and needs analysis.
• Supervision Responsibilities:
• Provide oversight, mentoring, and training to onshore and off shore ServiceNow admin teams
• Exercise influence at many levels of the organization up to the Director Level.
• Ensures that both tactical and strategic Team Lead goals are met.
• Serve as a role model by promoting and demonstrating commitment to practice methodologies, processes, and standards for both TEKsystems Global Services and industry-wide, recommending process improvements when necessary.
• Develops and trains staff.
• Lend expertise to internal IT teams and task forces as well as other IT projects/programs.

Education and Experience:

• ServiceNow Certified System Administrator required
• ServiceNow Certified Implementation Specialist required
• Certified Master Architect or Certified Technical Architect preferred
• ITIL foundations certification preferred
• BA or BS degree in a related field, MS preferred.
• Minimum 5 years ServiceNow configuration and development experience
• Practical, hands-on experience with various versions of the ServiceNow platform is a must
• Strong Implementation experience on all core modules of the IT Service management product
• Experience with several of the following ServiceNow products including: ITSM, ITOM, Virtual Agent, Integration Hub, AppEngine, SAMPro, HAMPro, FSM, CSM, HRSD, SPM, and IRM.
• Experience with NOW Assist AI development and configuration.
• Experience configuring tables, forms, views, workflows, notifications to deploy and automate IT and business services delivered
• CMDB experience with multiple sources of data including ServiceNow Discovery, Integrations with other tools, and data imports.
• Service Mapping experience is also a plus.
• ServiceNow Integration experience with multiple of the following: Email, JDBC, JSON, LDAP, SOAP, REST, SCCM, SCOM, SMS, SSO - SAML 1.1, SSO - SAML 2.0, OpenID, Digest Authentication, ODBC, Data Export, CTI
• Practical knowledge of web based development languages; specifically JavaScript, Ajax, HTML, CSS, and ServiceNow API's, Web Services
• Proposal and/or Statement of Work development experience.
• Minimum 5 years' experience building, integrating and delivering enterprise-wide solutions.
• Proven ITSM product/solution development management experience.
• Work experience in professional services and consulting

Skills and Abilities:

• Proven Product Development ideally in key verticals.
• Understanding of resource management, communication management, cost management, risk management, quality management, and integration management.
• Possesses an understanding of IT Services: service offerings, technical standards and policies, technical and business strategies as well as organizational structure.
• Maintains awareness of new and emerging technologies
• Strong knowledge and experience in disciplines, tools, and process resident within the specific practice.
• Strong analytical skills and problem solving skills needed to manage technical challenges on multiple projects/programs simultaneously.
• Possesses leadership qualities required to lead and manage high performing application engineering teams.
• Excellent interpersonal and communication skills required to lead and motivate technical teams that deliver quality services.
• Excellent management, interpersonal, communication, and organizational skills.
• Sound judgment and tact.
• Ability to work and team effectively with clients and other management personnel.
• Excellent written and verbal communicator.
• Collaborative.

Pay and Benefits: The pay range for this position is $128,000.00 - $192,000.00/yr. We reserve the right to pay above or below the posted wage based on factors unrelated to sex, race, or any other protected classification. Additional earnings may be available through incentive programs like annual bonuses, profit sharing, etc. Our full-time, internal employment benefits include the following:

• Medical, Dental, and Vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary