Tech Team: Technology Enablement

Area: Enterprise Service Management

Purpose & Overall Relevance for the Organization:

ASPEN / ServiceNow is an Enterprise Service Management Platform used to automate support processes in TECH, GBS and beyond.

As ServiceNow platform Solution Architect you would be responsible for ensuring that the platform solutions meet the business requirements, adhere to the best practices, and align with the enterprise architecture. You would also provide technical guidance and leadership to the development team and the stakeholders, making sure the best practices are adhered.

Key Responsibilities:

• Lead technical implementations for ServiceNow related projects 

• Create and own ServiceNow development framework and specification 

• Design and document appropriate ServiceNow solutions based on business requirements and needs 

• Govern and support with professional advice ServiceNow development teams, including adherence to ServiceNow best practices 

• Design and create integrations between ServiceNow and other platforms, both internal and external. 

• Collaborate closely with internal and external stakeholders as part of large projects and initiatives. 

• Actively learn and understand new products and technologies of ServiceNow ecosystem 

• Actively participate in ServiceNow platform roadmap definition  

Specialist advice

• Actively maintains knowledge in one or more identifiable specialisms.
• Provides detailed and specific advice regarding the application of their specialism(s) to the organization’s planning and operations.
• Recognizes and identifies the boundaries of their own specialist knowledge.
• Collaborates with other specialists, where appropriate, to ensure advice given is appropriate to the needs of the organization.

Business analysis

• Investigates operational requirements, problems, and opportunities, seeking effective business solutions through improvements in automated and non-automated components of new or changed processes.
• Assists in the analysis of stakeholder objectives, and the underlying issues arising from investigations into business requirements and problems and identifies options for consideration.
• Works with stakeholders, to identify potential benefits and available options for consideration, and in defining acceptance tests.
• Contributes to selection of the business analysis methods, tools, and techniques for projects, selecting appropriately from predictive (plan-driven) approaches or adaptive (iterative/agile) approaches.

Requirements definition and management

• Contributes to selection of the requirements approach for projects, selecting appropriately from predictive (plan-driven) approaches or adaptive (iterative/agile) approaches.
• Defines and manages scoping, requirements definition and prioritization activities for initiatives of medium size and complexity.
• Facilitates input from stakeholders, provides constructive challenge and enables effective prioritization of requirements.
• Reviews requirements for errors and omissions.
• Establishes the requirements base-lines, obtains formal agreement to requirements, and ensures traceability to source.
• Investigates, manages, and applies authorized requests for changes to base-lined requirements, in line with change management policy.

Porting/software configuration

• Assists in the configuration of software and equipment and the systems testing of platform-specific versions of one or more software products.
• Documents faults, implements resolutions and retests to agreed standards.

Application support

• Identifies and resolves issues with applications, following agreed procedures.
• Uses application management software and tools to collect agreed performance statistics.
• Carries out agreed applications maintenance tasks.

If required: People Management / Resource Management:

• Is involved in recruiting process and proposes support for hiring decision and pre-selection of candidates
• Allocates the different work to the respective employees considering experience, complexity, workload, and organizational efficiency
• Continuously monitors and evaluates team workload and organizational efficiency with the support of IT systems, data and analysis and team feedback and makes appropriate changes to meet business needs.

• Provides team members/direct reports with clear direction and targets that are aligned with business needs and GIT objectives

Key Relationships:

• Global IT
• Respective business function (GOPS, Finance, HR, Brand Marketing, Wholesale/Retail)
• HR Management
• Controlling

Requisite Education and Experience / Minimum Qualifications:

• Four-year college or university degree with focus on Business Administration or IT or related areas, or equivalent combination of education and experience
• Proficient spoken and written command of English
• At least 7-year experience in IT
• 5 years of experience in relevant area
• 2 years of experience in team management
• Strong understanding & knowledge of regional and global market landscape and the respective customer 
• Managed critical elements and cross functional and regional projects