Senior ServiceNow Functional Architect

4 weeks ago

Vancouver, British Columbia, Canada Total Systems Solutions Consulting Inc. Full time

ServiceNow Senior Functional Architect

Position Overview

Total Systems Solutions Consulting Inc. is in search of a ServiceNow Senior Functional Architect to collaborate with our public sector client. This role is designed for remote, part-time engagement of 20 hours per week, with availability required Monday through Friday from 8:30 AM to 4:30 PM Pacific Standard Time. Occasional attendance at meetings may be necessary, with travel expenses covered.

Project Background

The Service Management Transformation Program (SMTP) represents a comprehensive initiative aimed at enhancing IT service management operations. This program includes the deployment of the OCIO My Service Centre (My SC), a cloud-based IT service management platform powered by ServiceNow. My SC has been operational since January 2019, featuring an initial suite of OCIO Services.

Program Objectives

The SMTP is dedicated to transforming IT service operations to deliver an exceptional customer experience and bolster the effectiveness of government initiatives. This includes the integration of IT service management across shared government IT infrastructure and services. The current team comprises Ministry personnel, resources contracted through previous RFPs, and vendor service delivery partners.

The Province is actively implementing various ServiceNow modules, with several already operational, including:

  • Incident Management
  • Problem Management
  • Change Management
  • Knowledge Management
  • Order Management (Service Request, Request for Fulfillment, Service Catalogue)
  • Service Asset and Configuration Management and Configuration Management Database (SACM/CMDB)
  • Hardware Asset Management (HAM)
  • Software Asset Management (SAM)
  • Field Services (FSM)
  • Continuous Improvement (CIM)
  • Strategic Portfolio Management (SPM)

The Province seeks a seasoned ServiceNow Technical Architect to address the architectural demands of the program.

Qualifications

Educational Background

  • Bachelor's degree in Computer Science, Information Technology, or a related discipline. An advanced degree is preferred.

Professional Experience

  • At least 10 years of experience in functional architecture, specifically with ServiceNow.
  • Extensive knowledge of functional processes and operational use of core ServiceNow modules, including ITSM, ITAM, and ITOM.
  • Significant experience in the implementation of CSDM.
  • Proven track record in leading and managing teams in functional domains (e.g., service desk, asset management).
  • Deep understanding of ServiceNow modules, particularly IT Service Management (ITSM) and IT Asset Management (ITAM).
  • Experience collaborating with end users to gather requirements, address their challenges, and provide effective solutions.
  • Comprehensive experience in service management processes and service delivery.

Technical Proficiencies

  • Strong grasp of ServiceNow architecture, data model, and security framework.
  • Familiarity with ITIL processes and best practices.

Client Engagement Skills

  • Proficient in direct interaction with end users to comprehend their requirements, challenges, and goals.
  • Demonstrated ability to analyze user issues and navigate towards effective resolutions.
  • Exceptional communication skills for engaging with end users and stakeholders across all levels.

Leadership Attributes

  • Strong organizational capabilities with the ability to manage and prioritize multiple projects effectively.

Interpersonal Skills

  • Excellent problem-solving and analytical capabilities.
  • Strong communication and interpersonal skills, facilitating effective collaboration with diverse teams.
  • Ability to work autonomously while managing multiple tasks and projects concurrently.

Certifications

  • ServiceNow Certified System Administrator.
  • Additional ServiceNow certifications (e.g., ITOM, ITSM, ITAM) are advantageous.

Job Type: Part-time, Fixed-term contract
Contract Length: 6 months

Compensation: Up to $135.00 per hour

Expected Hours: 20 per week

Language Requirement: French not required

Schedule: Monday to Friday

Education Requirement: Bachelor's Degree (preferred)

Experience Requirement: Functional architecture experience focused on ServiceNow: 10 years (preferred); Implementation of CSDM: 5 years (required); Leading and Managing teams in functional areas: 8 years (required)

Licenses/Certifications: ServiceNow Certified System Administrator (preferred); Additional ServiceNow (e.g., ITOM, ITSM, ITAM) (preferred)

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