Job Description

International Integrated Solutions Ltd. is a leading managed services provider of managed services in IT Operations. With a growing Enterprise Service Managed division, IIS is seeking a high caliber ServiceNow Architect to focus on the large-scale capabilities of the platform to enhance client delivery. The IIS Managed Services Platform is based on ServiceNow. Successful candidates will have a strong background in IT Service Management and ServiceNow, specifically in the ITSM and ITOM suites in both a functional and technical capacity. Successful candidates will also possess strong knowledge and experience in a domain-separated environment.

In this role, you focus on both the functional and technical aspects of the platform, working closely with the practice manager. From an operational standpoint, the successful candidate will advise on best practices and provide an understanding of ServiceNow ITSM and ITOM functionality to the ServiceNow Ecosystem surrounding IIS and its client base. Technical aspects of the role include high-level API integrations with key technologies and demonstrate expert-level CMDB proficiency.

Essential Skills & Expectations

  • Possess thorough overall knowledge of the ServiceNow platform, be flexible and adaptable to various client drivers and their NOW environments

  • Be an effective engineer, yet also operate with an ITIL mindset, developing runbooks and providing ITSM/ITOM support

  • True team player, providing escalation support and guidance to MSP Level-2 teammates

  • Possess essential scripting capabilities (JavaScript, PowerShell, VB, Perl, Shell, Python or similar) – SOAP & REST API

  • Knowledge of Cloud solutions (AWS, Azure, private or public, etc.)

  • Ability to communicate clearly in both verbal and written form at all levels with IIS and customer

  • Strong work ethic, team player and eager for a challenge - willing to step up when needed

  • Proactive with solutions and does not place blame

  • Demonstrates a willingness to improve yourself and grow with the organization

  • Provide escalation, troubleshooting guidance and direction in the resolution of escalated issues and complex production, application or system problems

  • Polished customer service skills, technical aptitude, and attention to detail

  • Be driven to advance your knowledge of best practices and resolutions across the IIS portfolio of technologies and solutions

  • Develop processes and procedures to ensure managed environments maintain the highest levels of availability, security, and quality

  • Support and improve upon solutions that solve business challenges and improve processes

  • Identify opportunities to innovate, extend and enhance service delivery everywhere possible

  • High-level knowledge of element management tools and ticket management systems

  • Familiarity with non-ServiceNow MSP industry standard solutions and tools

Required Qualifications

  • Expert-level understanding of ServiceNow ITSM and ITOM modules with a concentration on

    • ServiceNow development for CMDB Discovery
    • Event, Operational Intelligence, Service Mapping, Discovery, Cloud management, and Orchestration
    • Incident, Problem, Change – including Service Catalog requests via Portal
  • Architect, develop and implement core processes including Incident, Event, Change, Request, Config Management collaborating with Process Owners, Stakeholders and Vendors

  • 4+ years of experience with ServiceNow, preferable including domain-separation

  • Experience in design and integrations using OOTB connectors and REST APIs

  • Practical experience with ServiceNow application development, Service Catalog, and workflow

  • Excellent interpersonal skills and ability to communicate technical language to a business setting

  • Minimally, ServiceNow Certified System Administrator, additional Implementation Specialist certs are a plus

Considered a plus, but not explicitly required:

  • Prior experience in an MSP or multi-tenant environment

  • Pre-sales experience with the ability to contribute to RFP and SOW generation

  • General Consulting and multiple Project experience is a plus

  • ITIL working knowledge (ITIL V3 certification(s) would be ideal

  • Experience with Ansible Tower integration for automation

  • Working knowledge of Windows, OpenStack, and opensource tools

  • Practical experience implementing SecOps and GRC modules