Service Now Senior Architect

Position Description

We are expanding the ServiceNow platform to deliver an employee-focused portal designed to centralize service requests, provide a seamless and consistent user experience, streamline critical processes, and enhance employee engagement across the Laboratory community.

MIT Lincoln Laboratory is seeking an experienced ServiceNow Architect to design and implement scalable solutions that enhance our ServiceNow platform. This role will collaborate closely with the ServiceNow Product Manager/Owner, developers and Laboratory community members to ensure architectural integrity and alignment with the Laboratory's mission of delivering exceptional employee experiences.

Primary Duties

• Architectural Design: Develop comprehensive architectural designs for the ServiceNow platform, ensuring solutions are scalable, secure, and aligned with industry best practices. This includes both platform capability enhancements and module-specific improvements to optimize functionality and user experience.
• Platform Integration: Oversee the integration of ServiceNow with other enterprise systems, ensuring seamless data flow and process efficiency.
• Technical Leadership: Provide technical guidance to the ServiceNow development team, ensuring adherence to architectural standards and promoting best practices in solution development.
• Stakeholder Collaboration: Work closely with business stakeholders to understand requirements and translate them into effective ServiceNow solutions.
• Governance and Compliance: Contribute to the establishment and enforcement of governance frameworks to maintain platform integrity, ensure data security, and uphold compliance with organizational policies.

Continuous Improvement: Stay updated with the latest developments in the ServiceNow platform and recommend enhancements to improve functionality and user experience.  Evaluate and assess new platform features and their benefits, ensuring alignment with the Laboratory’s business objectives. Assist in translating these features into actionable initiatives by managing roadmap priorities and delivering corresponding technical, process, and Organizational Change Management (OCM) outcomes.

This position is under general supervision of the Enterprise Service Management Product Owner within the Enterprise Technology and Tools Sector.

This position carries indirect financial responsibilities, including collaborating with the Prouct Owner to ensure a clear understanding of project budgets. Additionally, the role involves assisting with product selection and managing annual product support renewals.

This position will maintain frequent contact with internal department and/or Laboratory user community as well as external vendors to maintain communications related to problem resolution, systems upgrades, services and product research.  

Qualifications

Requirements

• Bachelor’s/Master’s degree in IT, Computer Science, or related field (or equivalent experience)
• 7-9+ years of proven experience as a ServiceNow Architect, with a strong track record of designing and implementing complex ServiceNow solutions.
• In-depth knowledge of multiple ServiceNow modules, including but not limited to ITSM, ITOM, HRSD, and CMDB.
• Demonstrated ability to manage project scope, timelines, and risks

Desired Skills

• Strong communication skills to include the ability to lead discussion and guide a group to smart decisions even when you are not the subject matter expert
• Strong emotional intelligence as it relates to both self and social awareness as well as applicability to organizational change management
• Have high degree of organization, individual initiative and personal accountability and a results-driven mindset
• Cultivate a collaborative work environment that effectively integrates on-site and remote team members.
• Possess expert-level knowledge of the ServiceNow platform and its ecosystem, including the ability to provide documentation of relevant certifications
• Demonstrated ability to think strategically, with a proven track record of aligning initiatives and solutions to organizational goals, anticipating future challenges, and identifying opportunities for innovation and growth.
• Strong process development and process management skills
• Intuitive sense of how technical work aligns closely with business priorities and business value

Desired Skills (cont.)

• Exceptional problem solving and analytical skills alongside a desire to solve challenging problems
• Ability to thrive in a dynamic environment where there can be degrees of ambiguity
• Proven operational support experience
• Ability to obtain and maintain a government security clearance
• Preferred Qualifications:
• ServiceNow Certified System Administrator or Implementation Specialist
• Project Management Professional (PMP), PMI-ACP, or PRINCE2 certification
• ITIL v4 Foundation Certification and/or Strong knowledge of ITIL
• Experience with Business Transformation or Agile implementations
• Proficiency in tools such as JIRA, ServiceNow PPM, or similar platforms

Experience

• Exceptional communication and leadership skills, with the ability to influence across all levels.

Ability to obtain and maintain a government security clearance.

Occasional off-hour/on-call support is necessary. A certain degree of flexibility of schedule is required as some work (planned/unplanned) must be done outside of major production hours during pre-scheduled maintenance windows

This position requires and individual with excellent communication (both oral and writing) and organizational skills.  The individual must be able to work in a fast-paced environment at times with minimal supervision and execute operations, project and administrative tasks with a high degree of quality, while following existing processes and establishing new operational procedures and best practices where necessary.  Additionally, the position requires the ability to work with members of other teams and staff to accomplish department and organizational goals.