ServiceNow Solution Architect -CSM/FSM

Why Us

NewRocket, a global, full-service Elite ServiceNow partner, helps top enterprise leaders solve their toughest business problems and navigate change with confidence. The go-to ServiceNow guide, NewRocket was recently awarded the “2023 ServiceNow Worldwide Customer Workflow Partner of the Year” and  “2023 ServiceNow Creator Workflow Partner of the Year”.  We work with some of the world’s biggest brands, bridging the gap between what customers expect and what their technology can deliver.

We #GoBeyondWorkflows to create new kinds of experiences for our customers.

Come join our Crew!

The Role 

NewRocket is seeking a ServiceNow CSM/FSM Solution Architect with Platform capabilities focus to be responsible for leading the successful delivery of ServiceNow solutions and services, in a client-consulting environment. This position is a high-profile growth opportunity that demands a highly motivated individual with strong technical, communications and organizational skills, who is eager to succeed and become part of a rapidly growing company. The candidate will join an existing team working within the US market.

• Conduct requirements gathering workshops with clients in both onsite and virtual environments
• Configure and customize CSM/FSM ServiceNow applications with focus on platform capabilities such as Mobile App Engine, UIBuilder, Workspaces and Performance Analytics.
• Manage all aspects of application development, including design, coding, debugging, testing, troubleshooting, and documenting systems, query optimization, and report-writing.
• Mentor project crew members by managing peer reviews and provide technical guidance.
• Experience with implementing ServiceNow modules (IT Service Management, Knowledge Management, Service Level Management, Survey Management, Agent Workspace, Virtual Agent, Reports and Dashboards, Performance Analytics).
• Creation of script-based Assignment and Approval rules, custom related lists, Access Control list, UI Policy and client script.
• Experience with ServiceNow for custom application design and development.
• Create and execute development plans as appropriate to meeting changing needs and requirements.
• Knowledge of ITIL V4 processes and hands on with ITIL process implementation.

What You Will Be Doing 

• Ability to plan and package ServiceNow platform solutions and accelerators
• Presales Demo and Proof of Value for prospective customers.
• Conduct CSM/FSM capability Requirements Analysis sessions and customer workshops
• Troubleshoot and support ServiceNow based applications and systems
• Draft use cases and functional requirements documents
• Draft proposals and statements of work for solutions
• Reviewing and providing guidance on functional requirements documents
• Provide technical assistance in a pre-sales capacity
• Design custom or product-based solutions based on ServiceNow applications

What You Bring Along 

• Experience with ServiceNow CSM/FSM products
• 8-12 years of IT Services and proven architecture experience
• Minimum 4 years preferred work experience on the ServiceNow platform
• 5+ years of leadership level experience with Enterprise Management tools and IT Service Management tools such as ServiceNow
• 5+ years of client facing consulting experience.
• Passion in engineering science and technology. Applying principles, techniques, procedures, and equipment to the design and production of managed services.
• Collaboration with customers is something you love to do! Including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Thrives in strategic planning, resource allocation, production methods, and coordination of people and resources.
• Adapts quickly in a fast-paced environment!

Technical Skills

• Scripting languages: HTML5, CSS, Bootstrap, JavaScript, AngularJS, jQuery, React
• Databases: Oracle, Microsoft SQL, Postgres
• Integrations: Web Services (REST/SOAP), SSO (Azure, OKTA), SAML, LDAP, OAUTH, JDBC, SFTP, E-Bonding

Education: 

• A four-year undergraduate degree in Computer Science, Computer Engineering, Information Systems or demonstrated work experience

Certifications & Knowledge 

The candidate must be willing and able to continue their education within the ServiceNow platform and beyond. It is expected that the candidate will be able to complete ServiceNow competency Certifications as well as Module Accreditations. 

We Take Care of Our People  

 NewRocket is committed to a diverse and inclusive workplace. We value and celebrate diversity, believing that every employee matters and should be respected and heard.  We are proud to be an equal opportunity workplace and affirmative action employer, committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin, or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, citizenship, military, or Veteran status. For individuals with disabilities who would like to request an accommodation, please contact hr.in@newrocket.com.