Job Description

CUNY Enterprise Service Desk/ ITSM

ServiceNow Software Architect: The consultant will act as a Software Architect responsible for planning and development of enhancements on the CUNY ITSM domain separated instances. The position will work closely with all stakeholders including Service Desk, fulfiller groups, the CIS PMO, and business owners to help design and implement a high quality and sustainable ServiceNow implementation. The architect will be asked to work on small projects like creating additional catalog items for CUNY colleges and business offices as well as tickets for break fix and minor enhancements to existing ITSM assets. CUNY’s implementation scope includes the ITSM and SPM modules. The focus of this position is ITSM catalog items like record creators for incidents and requests, reports, dashboards, and inbound email rules. The architect will also be asked to analyze, retrofit and test the environment for upgrades. CUNY manages a domain separated environment with all 25 colleges using some services and 12 hosted colleges using ITSM as their local system as well.

Day-to-Day tasks:
Research and advise on best practices and the best approach to using ServiceNow tools to meet each unique business challenge using our ITSM licenses. - Develop and configure ServiceNow to create new catalog items, workflows, reports, dashboards, email rules and other commonly used ITSM tools to meet enhancement requirements. - Research, develop, and enhance integrations with other CUNY systems to authenticate users, consume security alerts, and export data for analytics. - Define, at an architectural and design level of detail, technical solutions aligned with CUNY’s business problems and ServiceNow Implementation Best Practices - Working with Business Analyst/Process Analyst, estimate story level of effort, monitor Developer’s work, and own overall quality and delivery of development; may perform a portion of development on Stories that cannot be delegated - Responsible for Sprint demos and delivery of additional development artifacts, documentation, and knowledge transfer activities - Work collaboratively with team members to monitor for scope creep and resolve critical path technical issues and challenges - Help mentor CUNY Developers in relation to technical design standards and implementation of best practices - Participate in upgrade retrofitting and regression testing.

Mandatory Qualifications:
- Software Architect: Makes high-level design choices and dictates technical standards, including software coding standards, tools, and platforms. Designs multi-leveled architecture or component interactions of a large-scale software system.
- Expert: 84+ months: Candidate is able to provide guidance to large teams and/or has extensive industry experience and is considered at the top of his/her field.

Requested Qualifications:
- 84 months of experience configuring or managing ITSM software for an IT Service Desk. 
- 60 months experience as a Service Now system administrator or implementation developer responsible for configuring the ITSM module including incident, Service Request, Change and knowledge. 
- 24 months experience as administer or implementation developer on a ServiceNow Domain Separated environment. 
- 24 months implementation experience with ServiceNow.
- 12 months experience with the ServiceNow SPM module.
- ServiceNow Certified System Administrator
- ServiceNow Certified implementation Specialist