Lead Workflow Solutions Architect

The Lead Workflow Solutions Architect is responsible for managing the day-to-day operations of the ServiceNow platform, ensuring its stability, performance, and alignment with business needs. This role leads the design and architecture of scalable ServiceNow solutions, oversees platform configurations including workflows, forms, and scripts, and ensures the organization remains current with ServiceNow releases and best practices. The position also involves hands-on work with API design, configuration, development, and deployment to support integrations and automation. Additionally, the role may require collaboration with tools like SharePoint and Power Automate to extend functionality and streamline business processes across platforms. Organizing and architecting solutions driven by new projects, designing seamless user experiences, implementing environment changes, installing software upgrades and patches, and ensuring key Service Level Agreements (SLAs) and SSDLC guidelines are met. This position mentors and assists in the training of junior-level team members.

1)      Daily Administration and Production Support for ServiceNow (50%)

a)       Serve as the primary point of contact and subject matter expert for all things ServiceNow.  Lead the design and architecture of ServiceNow solutions to meet business needs. Manage platform configuration, including workflows, forms, scripts, and integrations.

b)      Define and enforce ServiceNow development standards, security protocols, and governance models.

c)       Ensure the organization stays current with ServiceNow releases and recommend enhancements to improve platform performance and user experience.

d)      Develop, report, and maintain actionable retention schedules on web content systems.

2)      Development (25%)

a)       Customize workflows and applications to meet specific business needs for Service Now Ticketing, Change Management and Asset Management System

b)      API development and integration (SymX Kong Gateway)

c)       Potential development with Share Point, Process Automation, Power Automate, and SQL Server.

d)      Ensure SSDLC methodology is consistently followed on all projects. This includes, but is not limited to, providing oversight on architecture and development of solutions, assisting with translating requirements, perform code review, and deploying code to staging and production.

3)      Strategic Project, Business Unit, and Vendor Management (10%)

a)       Serve as a project leader or coordinator for approved strategic and maintenance projects where assigned.

b)      Provide the Vendor Management team with accurate and timely information during their periodic review of third-party providers for areas assigned.

c)       Provide the Business Unit teams with accurate and timely information.

4)      Policy/Procedure Adherence (10%)

a)       Create and maintain appropriate Systems & Software Development Life Cycle (SSDLC) procedures which may include training of business units in proper usage.

b)      Create and maintain Secure Coding Standards (SCS) which includes deployment procedures, and steps needed to keep current with applicable 3rd party tools and industry trends.

c)       Ensures proper policies, procedures, risk mitigation activities, and operating controls are followed. Reports gaps in policies, procedures, and operating controls to leadership to ensure member impact and risk is mitigated.

5)      IT Strategy/Planning/Budgeting (5%)

a)       Support IT Management by ensuring accurate information for annual budgeting is provided and included in appropriate functional areas (ex. DP Communications, Hosting Fees, DP Consulting, Capital Funding, etc.)

b)      Evaluate and recommend proper use of (or changes to) the tools, 3rd party services, and/or 3rd party providers needed.

 This position must be thoroughly knowledgeable at creating web environments and software applications, configuring/installing a Content Management System (CMS), managing web server environments and technologies, and supporting an auditable release/change management process. To do so, the following are required:

1)      A Bachelor’s degree or 5+ years of equivalent work experience in web development at a medium to large organization.

2)      3+ years of proven experience with ServiceNow administration and development.

3)      Certifications related to ServiceNow are preferred, CSA, CIS, or CID. Micro Certifications are also a plus.

4)      Working knowledge of web applications, programming languages, and web-services and code such as primary .NET, Golang, Python, HTML, HTML5, SQL, CSS, CSS3, Web Services (REST/SOAP), JavaScript, JQuery, PHP, and APIs

5)      Ability to design/support a Software Development Life Cycle (SSDLC) and Secure Coding Standards (SCS)

6)      Strong working knowledge of Microsoft SharePoint, Windows Server OS, Active Directory, Azure EntraID, Microsoft SQL Server, and Grafana

7)      Candidate must have a strong understanding of User Interface (UI)

8)      Working experience in Windows and Linux environments

9)      Dedication to innovative, sophisticated designs and collaborative problem solving

10)  Candidate must either possess Security+ certification or be able to demonstrate a working knowledge of computer network and secure protocols (e.g., SSL, FTPS, SFTP, HTTPS, etc.).

11)  Proven experience in the design and support of a Release Management Process.

12)  Strong time management skills in technical environments and project management.