Senior ServiceNow Architect

The University of Southern California’s (USC’s) Information Technology Services is seeking a talented Senior ServiceNow Architect with an exceptional commitment to service excellence to join its team. As the Senior ServiceNow Architect, you will be an integral member of the Cloud Applications team, collaborating with diverse and talented team members to help solve multidimensional information technology problems, improve customer experience, and generate value for our campus stakeholders across a broad base of departments and constituencies.

THE TEAM

ITS has embarked on a major digital transformation initiative to continually improve services for faculty, staff, and students in support of USC’s ascent as a leading institution of higher education. The ITS vision aligns strategy, business, and services; affirms ITS cultural values; empowers cross-functional teamwork; embraces world-class best practices; and promotes innovation, excellence, agility, and efficiency. To achieve this vision, ITS is committed to providing a modern technology infrastructure that is resilient and delivers the performance necessary to meet the demands of a growing customer base, training in the latest technologies for its highly productive and motivated workforce, outstanding customer experience, and technology services that are aligned with the university’s mission to provide exceptional learning opportunities for students. ITS is creating a workplace where employees can develop cutting-edge skills, take pride in the services they provide, and have access to the roles and career paths that align to their abilities and potential. 

We are looking for top talent to join us on our journey.

ITS CULTURE

USC’s ITS organization represents a diverse and talented team, committed to supporting a collaborative culture and delivering secure and innovative IT services, core to the mission of USC. ITS values accountability, excellence, and commitment to exceptional customer experience. ITS strives for a supportive and inclusive culture that encourages employees to do their best work every day and where individuals are recognized and celebrated for their contributions.

ABOUT USC

USC is the leading private research university in Los Angeles—a global center for arts, technology, and international business. With more than 47,500 students, we are located primarily in Los Angeles but also in various US and global satellite locations. As the largest private employer in Los Angeles, responsible for $8 billion annually in economic activity in the region, we offer the opportunity to work in a dynamic and diverse environment, in careers that span a broad spectrum of talents and skills across a variety of academic and professional schools and administrative units. As a USC employee and member of the Trojan Family—the faculty, staff, students, and alumni who make USC a great place to work—you will enjoy excellent benefits, including a variety of well-being programs designed to help individuals achieve work-life balance.

Come join the ITS team and work as a trusted partner in shaping an environment of innovation and excellence for the university.

MINIMUM QUALIFICATIONS
The candidate for the position of Senior ServiceNow Architect must meet the following qualifications:

• Bachelor’s degree in a relevant field such as computer science, computer information systems, etc., or an equivalent combination of education, training, and experience.
• Minimum of five years of experience in information technology.
• Proven experience in implementing and customizing the ServiceNow platform.
• Three or more years of experience working with the ServiceNow platform.
• ServiceNow System Administrator Fundamentals training.
• ITIL Foundations certification.
• Experience with service-oriented architecture (SOA) and web services integrations (SOAP, WSDL, REST).
• Experience in design, architecture, and implementation of enterprise IT environments across all architecture layers.
• Ability to work with stakeholders to determine the technical strategy and roadmap for the ServiceNow solution.
• Experience with the core ITSM; service portal; governance, risk, and compliance (GRC); and security operations applications in ServiceNow.
• Experience with AD, SSO, and LDAP.
• Proficiency in JavaScript, JavaScript frameworks such as Angular, XML, HTML, CSS, DOM, and REST.
• Foundational knowledge of relational databases.
• Experience mentoring staff and assigning or delegating prioritized activities to peers and team members based on criteria such as criticality, urgency, and alignment to the organization's objectives.
• Ability to develop positive working relationships and a strong rapport with team members.
• Ability to be the primary on-call resource for the ServiceNow solution.
• Flexible, able to work during non-business hours, and/or available to assist with emergencies during holiday or weekend hours, as needed.

PREFERRED QUALIFICATIONS
The ideal candidate for the position of Senior ServiceNow Architect has the following qualifications:

• Bachelor’s degree in a relevant field such as computer science, computer information systems, etc.
• More than eight years of experience in information technology.

THE WORK YOU WILL DO

The Senior ServiceNow Architect establishes and manages the long- and short-term strategies for the ITS ServiceNow platform. The Senior ServiceNow Architect collaborates closely with stakeholders, technical teams, and customers to ensure that requirements are translated into achievable, usable, and stable solutions to provide business value and meet strategic and tactical objectives for ITS and the university. This role works with a broad range of teams to ensure alignment with university and ITS strategic objectives and maintains high quality delivery of all aspects of the solution. The Senior ServiceNow Architect provides design perspectives to the process resources to maintain consistency, stability, and supportability of the platform. As part of ITS, the Senior ServiceNow Architect demonstrates ITS values in action.

Job Accountabilities

The Senior ServiceNow Architect:

• Manages the design, architecture, and operations of the ServiceNow technical platform and the associated integrations. Develops information architecture guiding principles and demonstrates experience in translating and formulating software-as-a-service (SaaS) architecture issues. Develops and administers data definitions, standards, and procedures around logical ServiceNow designs, processes, and procedures.
• Conceptualizes and documents architecture recommendations by analyzing business requirements, designs, prototypes, tests, and test plans. Supports the development of the ServiceNow solution by building roadmaps and processes that meet current needs and anticipated future needs.
• Manages the ServiceNow solution to provide the best value, ensures system availability and usability, and balances time-to-delivery and architectural design against organizational requirements. Collaborates with ServiceNow developers on requirements and approach to ensure customer satisfaction.
• Understands user needs and preferences by building and maintaining strong relationships with a broad range of customers, partners, and key stakeholders in administrative and academic units.
• Continually develops skills, knowledge, and abilities to maintain currency with new developments in ServiceNow technology and architecture across the platform. Participates in the innovation process through research and by leveraging the latest in industry knowledge.
• Utilizes best practices to effectively research and solve common design and implementation problems. Identifies root causes and assesses system health.
• Contributes to an inclusive environment that values differences by building and maintaining collaborative relationships with team members, peers, and ITS leaders. Actively embodies ITS values and behaviors including accountability, ethics, and best-in-class customer service. Contributes to a culture of trust and transparency by sharing information broadly, openly, and deliberately.
• Supports the vision for Cloud Applications. Works closely with team members and management to implement and support effective solutions for ServiceNow system architecture. Maintains currency with technology, standards, and best practices. Supports process improvement efforts within the team and across ITS.
• Performs other related duties as assigned or requested. The university reserves the right to add or change duties at any time.