Program Architect IT Tech Ops

SUMMARY: Works with the Director of ITS Operations in the oversight of service and portfolio delivery and management methods throughout the Information Technology Services Division with a focus on providing services in an efficient, cost effective, and customer friendly manner. Works with stakeholders in maintaining visibility on performance and compliance with established process across a variety of programs including service portfolio management, demand management, customer engagement, contract management, financial management, change management, portfolio management and quality assurance. Leads collaborative teams, in a matrix environment, in the design and development of business processes and IT services. The Program Manager will lead multiple end-to-end ServiceNow projects and enhancements from concept to implementation. This includes, but not limited to, planning, design, requirements capturing/clarification, leading team of developers, risk/mitigation, status reporting, communication, process and technical improvements. The Program Manager will provide expertise in the matters of technical implementation, end-to-end system landscape, and application integration by building a strong team of ServiceNow implementors for multiple ServiceNow modules such as ITSM, ITBM/SPM, ITOM, CMDB, Asset Management, and SecOps. The Program Manager serves as a business analysis subject matter expert and leads projects from concept to design and sees select projects through completion.

EXPERIENCE: 5-8 years of experience in a system engineering/business analyst role with 3-5 years of hands-on ServiceNow administration and implementation experience

SPECIAL SKILLS: Project management, business analysis, IT application and systems management, strong communication skills, Microsoft Office, ServiceNow.ServiceNow, SQL query writing, custom coding, and experience and knowledge with IT technical infrastructure (software & hardware), experience with ITSM, ITBM/SPM and IT Operations framework and processes.Anticipates and adapts well to rapid change and multiple priorities.Focuses on ITS team success and promotes collaborative efforts with others.Expertise as the technical design lead for Service Now code and architecture, and work with key business units and process managers in order to build solutions and processes, supporting maintenance, continual service improvement, and new capabilities on the Service Now platform. Experience with the most current and previous release of ServiceNow and configurations, including custom scripts, workflows, and orchestration activities.

LICENSE/CERT: Preferred: IIBA Certification, ITIL (Information Technology Infrastructure Library), PMP (Project Management Professional)

EDUCATION: , Preferred: Bachelors - Information Technology