ServiceNow ServiceNow Platform Architecture & Support

This TalentCloud focusses on Platform Architects, Development Leads, Platform Administrators, Security Administrators, Integration Experts, QA Leaders, Scrum Masters, Data (CMDB) Managers, Release Managers, Service Catalog Managers, Implementation Specialists, and Trainers, who are knowledgeable and experienced in either a specific component or support and manage the overall “core” platform. Some of the TalentCloud roles are aligned with the Platform Architecture and Support and the Technical Governance Board components within the ServiceNow Operating Model; other roles are additional roles that should be considered. The Now Platform supports the various ServiceNow-created Workflows Products (listed below) and any custom applications developed to deliver a unique business outcome. This ensures that the Center of Excellence & Innovation (CoEI) and the corresponding TalentCloud personnel can focus on driving and creating value from the Now Platform, rather than delivering value via the appropriate operational Product Streams.

Now Platform Components: Flow Designer, Knowledge Management, Service Level Management, Automation Discovery, Reporting, Service Portal, Employee Center, Service Catalog, Benchmarks, Visual Task Boards, Surveys and Assessments, Virtual Agent, Predictive Intelligence, Performance Analytics, Mobile App Builder, AI Search, Process Optimization, and Automated Testing Framework (ATF)

IT Workflows Products: IT Service Management (ITSM), IT Operations Management (ITOM), Strategic Portfolio Management (SPM), IT Asset Management (ITAM), Operational Technology Management (OTM), Security Operations (SecOps), or Governance, Risk, & Compliance (GRC)

Employee Workflows Products: HR Service Delivery (HRSD), Workplace Service Delivery, Legal Service Delivery, Procurement Service Management, or Safe Workplace Suite

Customer Workflows Products: Customer Service Management (CSM), Field Service Management (FSM), Financial Services Operations, Telecommunications Service Management, Technology Provider Service Management, Healthcare and Life Sciences Service Management, and Public Sector Digital Services

Creator Workflows Products: App Engine, Automation Engine, and Integration Hub

Platform Architect

• At least five (5) years of extensive experience in at least four (4) of the Workflows Products as well as extensive knowledge of the Now Platform Components listed above
• Own the ServiceNow Operating Model and the Citizen Development Delivery Model
• Define and manage the roles of Platform Administrators and Security Administrators
• Responsible for providing significant and continuous input into the Platform Strategy and Guiding Principles
• Actively participate and represent the Platform Architecture & Support Team at the consultative Technical Governance Board
• Serve as a trusted technical advisor and a valued partner throughout the client’s digital transformation journey and within Enterprise Architecture capability
• Drive standardization and best practice throughout the Now Platform, enabling stakeholders to focus on value delivery while also ensuring rapid upgrades are possible
• Responsible for making the right technical decisions that will deliver the desired business outcomes for a multitude of stakeholders
• Provide input into the client’s Integration Strategy and manage the innovation pipeline based on ServiceNow’s Common Service Data Model (CSDM)
• Experience in defining new architectures and ability to drive an independent project from an architectural standpoint
• Serve as a mentor to support less experienced colleagues and the facilitation of leading practices, standards, and thought leadership related to the ServiceNow platform
• Senior developer skills and receives technical escalations to resolve
• Knowledge and experience developing within the Agile (Scrum or Kanban) methodology
• Extensive experience working with Configuration Management Database (CMDB)
• Possess one of the following ServiceNow certifications: Certified Technical Architect (CTA) or Certified Master Architect (CMA)
• Ability to manage development team, customer, stakeholder expectations

Development Lead

• Have at least five (5) years of development experience in at least three (3) of the IT Workflows Products as well as extensive knowledge of the Now Platform Components listed above
• Experience leading a team of ServiceNow Developers, including code reviews and mentoring developers on coding best practices and client engagement activities
• Working experience with the Creator Workflows components: App Engine and Automation Engine
• Responsible for working closely with Platform and Product Architects, Platform Owner, Platform Architect, or Implementation Specialists as the Platform Strategy is executed
• Actively participate and represent the Platform Architecture & Support Team at the consultative Technical Governance Board
• Expert knowledge in the development of scripts (client-side and server-side), complex workflows, designing forms, and configuring API and Integration Hub spokes
• Responsible for overseeing security best practices, including data and access controls throughout the specific Workflows Product and Now Platform
• Working experience with Creator Workflows components: App Engine and Automation Engine
• Accountable for the review, design, and improvement of ServiceNow process and procedures, while adhering to coding best practices and enforcing out-of-the-box functionality
• Possess the following ServiceNow certifications: Certified Application Developer (CAD) and Certified Systems Administrator (CSA)
• Actively participate in the ServiceNow Community in a Senior Developer capacity
• Expertise with Web Technologies (XML, HTML, JavaScript, Angular JS, Web Services, etc.) including experience and working knowledge of cloud computing and technical components such as LDAP, VPN, SSL, and SAML/SSO
• Knowledge and experience developing within the Agile (Scrum or Kanban) methodology
• Working experience in using the Configuration Management Database (CMDB) and the Common Service Data Model (CSDM)

Platform Administrator

• Minimum of two (2) years of general Systems Administration or IT Operations
• Perform daily administration, troubleshooting, and resolution of any issues arising in the ServiceNow environment, including the administration of MID Servers
• Assist in reviewing, designing, and improving processes while adhering to ServiceNow best practices regarding out-of-the-box functionality
• Drive scripted automation, while continuing to provide persistent system stability, usability, reliability, security, and overall platform health
• Manage users; maintain groups and roles, security settings, access settings, update sets, upgrades, etc.
• Possess extensive knowledge and experience of workflow automations, User Interface (UI) policies, data polices, actions, business rules and client scripts
• Assist in development of technical and design approaches and collaborate with technical/functional resources at a team-level on development and configuration best practices and activities
• Possess the Certified Systems Administrator (CSA) certification
• Actively participate in the ServiceNow Community in a Platform Administrator capacity

Security Administrator

• Minimum of two (2) years of general Information Security experience
• Responsible for protecting the Now Platform, such as ACLs, properties, and records
• Ensure Now Platform instances are secure and hardened with domain separation, edge encryption, etc.
• Create and enforce security standards throughout the platform: managing failed logins, encrypted password protection, multi-factor authentication, access control rules, audit logs of user interactions, and 3^rd party integrations
• Ensure users have appropriate access, leveraging RBAC and organizational security standards and policies
• Working experience with cloud computing and technical components such as LDAP, VPN, SSL, and SAML/SSO
• Actively participate in the ServiceNow Community in a Security Administrator capacity

Integration Expert

• At least two (2) years of extensive experience in implementing API and Service Graph Connector based integrations as well as expertise in REST APIs and Integration Hub
• Work closely with Platform and Product Architects, Platform Owner, and/or Implementation Specialists as the Platform Strategy is executed
• Develop the client’s Integration Strategy and roadmap based on ServiceNow’s major release schedule and Common Service Data Model (CSDM)
• Responsible for making the right technical decisions that will deliver the desired business outcomes from a multitude of stakeholders
• Assist the client with overall technology strategy and governance as well as specific solution design and architecture
• Serve as a mentor to support less experienced colleagues and assist in the development of practices and standards throughout the ServiceNow platform

QA Lead

• Minimum of two (2) years of release, development, and quality assurance experience
• Senior Developer level skill set, knowledge, and experience
• Validate the application functionality built by any Product Team Developer, Development Lead, Platform Administrator, or Citizen Developer
• Work with Development Lead and Release Manager to understand coding standards and Release best practices
• Provide feedback to the development community and provide praise when warranted
• Create, update, and execute test plans and coordinate testing activities, when needed
• Develop test scripts and maintain a portfolio of scripts based on Workflows Product
• Actively participate at the consultative Technical Governance Board
• Ensure there are no major defects prior to promoting changes into production instance

Scrum Master

• Coaching of Product Teams when it comes to self-management and cross-functionality
• Plans, manages, and delivers releases via removal of impediments or challenges
• Single point of contact for sprint status as well as track and communicate status while serving as primary escalation point
• Ensures that all Scrum events take place and are positive, productive, and within the agreed upon timebox
• Establishes timelines and manages to complete sprints on schedule and within budget
• Assists a Product Owner in managing the product backlog and sprint planning
• Holistically assist, train, and lead an organization with overall Scrum adoption
• Possess Certified Scrum Master (CSM) certification or equivalent

Release Manager

• Minimum of two (2) years of release and/or project management experience
• Own the Release Management lifecycle which includes scheduling, coordinating, and management of releases across the Now Platform
• Responsible for promoting code and update sets between instances/environments
• Provide tools and support activities to help product management and project teams manage and deploy releases into production
• Work with all Product Teams, Development Lead, and QA Lead in regards to the overall development activities as well as Platform Support Team to assist with major upgrades or implementation of new applications
• Manage risks and resolve issues that affect release scope, schedule and quality

Data (CMDB) Manager

• Have at least three (3) years of extensive experience and knowledge of Configuration Management, the Configuration Management Database (CMDB), and the Common Service Data Model (CSDM) as well as an above average proficiency using Discovery, Service Mapping, and Certificate Management
• Possess working experience in Infrastructure, Enterprise Applications, or Cloud Operations to successfully troubleshoot Discovery and Service Mapping issues
• Accountability for managing and maintaining Configuration Items on the Now Platform
• Own data model and the CMDB; ensure it is current, accurate, and stable as well as define KPIs to manage the effectiveness of the data
• Actively participate at the consultative Technical Governance Board
• Experience incorporating data from Service Graph Connectors and APIs within Workspaces and operational processes
• Responsible for working closely with the client’s Infrastructure Operations Team and ITOM Product Owner to ensure desired business outcomes are delivered
• Assist in the review, design, and improvement of ServiceNow process and procedures while adhering to enforcing out-of-the-box functionality
• Knowledge of the ITIL framework and practices

Service Catalog Manager

• Capture, document, and publish Service Catalog entries in order to provide current information to the user community
• Identify services that should be included in the Service Catalog based on Platform Strategy and operational input from operational teams
• Document service offerings in terms familiar to the user community
• Maintain published service offerings
• Monitor and review the execution of the Service Catalog, ensuring it remains consistent with the organization’s current culture and ITSM strategy
• Responsible for ensuring all items in the Service Catalog are relevant, accurate, and complete from the perspective of the user community
• Align with the self-service goals and objectives outlined within the Platform Strategy
• Work with each Service Catalog Process Owner
• Knowledge of and experience with Service Portal and Employee Center solutions

Implementation Specialist

• Minimum of two (2) years of general experience doing enterprise software implementations
• Possess the ServiceNow Certified Implementation Specialist (CIS) that corresponds to the appropriate Workflows Products:
  ITSM: CIS-IT Service Management
  ITOM: CIS-Discovery, CIS-Service Mapping, CIS-Event Management, CIS-Application Portfolio Management, or CIS-Cloud Provisioning and Governance
  SPM: CIS-Project Portfolio Management
  ITAM: CIS-Hardware Asset Management or CIS-Software Asset Management
  SecOps: CIS-Security Incident Response or CIS Vulnerability Response
  GRC: CIS-Risk and Compliance or CIS-Vendor Risk Management
  HRSD: CIS-Human Resources
  CSM: CIS-Customer Service Management or CIS-Field Service Management
• Responsible for gathering implementation requirements, working with Platform Architects, Product Architects, and/or Product Owners
• Accountable for the overall engagement with the client, following best practices within the prescriptive Now Create guidance and insights from ServiceNow
• Possess domain, technical, or industry level experience that aligns with the corresponding Workflows Product that one is implementing

Trainer

• Extensive knowledge and experience working with the Now Platform and the Workflows Product(s) being taught
• Work directly with Platform Owner, Platform Architect, Product Architect, Product Owner, and/or Data (CMDB) Manager to ensure the training program is aligned with the Platform Strategy
• Empower ITIL service and process owners to do more with the Now Platform and the applications installed within the organization’s production instance
• Ability to develop Now Platform training content as needed
• Deliver Now Platform training sessions via omnichannel (in-person, on-demand) methods
• Assist all organizational users in regards to the ServiceNow Now Learning program
• Manage a portfolio of existing use cases for applicable Workflows Products
• Actively participate in the ServiceNow Community and stay up to date with Workflows Products being taught