ServiceNow Architect

Role: ServiceNow Architect

Location: Chicago IL Contract Experience: 10+ years

Job Description: ServiceNow Architect

Summary: The ServiceNow Architect will work with IT service management leadership, service owners, process owners, and various service delivery groups to develop technical solutions that satisfy the business needs of the organization. You will be responsible for designing and configuring architectural solutions in the ServiceNow IT service management tool, and you will be a key member of the overall IT Customer Experience team. As a strategic thought leader, you will implement high-quality solutions based on industry best-practices, and you will participate in all technical aspects of the ServiceNow program. Essential Job Functions: • Develop, maintain and continually improve knowledge base content, taxonomy and organization. • Design, implement and maintain internal and customer-facing knowledge base. • Interpretation of data by comparing target and actual values. • Work on processes for managing, creation and use of knowledge. • Configuration of complex systems taking different conditions into account. • Recognize the causes of errors and reduce work errors. • Support business initiatives and goals and map knowledge impacts. • Implement change/solutions. • Experience using knowledge management platforms/technologies. • Experience with change management and leading teams through the adoption of new approaches. • Work with AIsera to shift left where applicable. • Contribute to the creation and maintenance of documentation repositories related to knowledge management and supporting processes. • Provide KM thought leadership gained through projects, research and benchmarking activities for both internal and external opportunities. • Manage tools, metrics and reporting needed to perform program oversight and governance. • Maintenance of core knowledge practice deliverables, including content standard, solution quality, performance assessment plan, and communications plan. • Partner with other Support and Customer Service teams to ensure effective cross-functional knowledge management. Basic Qualifications:

• College degree or equivalent combination of education and experience. • Experience with end user services, information technology or related field preferred. • Thorough understanding of knowledge management practices, including executing a knowledge management strategy and roadmap. • 5 or more years of experience in field service support working with technology industry. Other Qualifications:

• Knowledge of Remedy or ServiceNow ticket systems • Knowledge of AIsera • Strong analytical and problem-solving skills • Experience using knowledge management platforms/technologies. • Excels at cross-functional collaboration. • Flexible and adaptable to changing demands based upon the needs of the business. • Strong interpersonal skills to interact with clients and team members • Strong organizational skills • Strong communication skills • Ability to work as an individual and in a team environment