Position: ServiceNow Technical Architect

Job Description:

Forward Air is seeking a highly skilled ServiceNow Technical Architect to join our growing enterprise IT team. As a ServiceNow Technical Architect, you will be responsible for leading the design, development, and implementation of ServiceNow solutions. You will collaborate with cross-functional teams to understand business requirements and translate them into scalable, efficient, and sustainable ServiceNow configurations.

Core Responsibilities & Duties:

• Lead the design of ServiceNow solutions, including system architecture, data model, integrations, workflows, and automation, to meet business objectives and requirements

• Provide technical guidance and leadership to development teams throughout the entire project lifecycle, ensuring adherence to best practices and standards

• Configure and customize ServiceNow platform components, such as Service Catalog, Incident Management, Change Management, and CMDB, to align with client needs and industry standards

• Design and implement integrations between ServiceNow and other enterprise systems, leveraging APIs, web services, middleware, and scripting languages

• Identify performance bottlenecks and optimize ServiceNow configurations to enhance system responsiveness, scalability, and reliability

• Ensure ServiceNow implementations comply with regulatory requirements and internal governance policies, including data security, privacy, and audit standards

• Create comprehensive technical documentation, including design specifications, architecture diagrams, and user guides. Conduct training sessions for stakeholders and end-users as needed

• Stay updated on the latest ServiceNow features, trends, and best practices. Proactively identify opportunities for process improvements and innovation within ServiceNow ecosystem

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or related field. Master’s degree preferred

• ServiceNow Certified Implementation Specialist (CIS) and Certified Application Developer (CAD) certifications are required.

• Minimum of 8 years of experience as a ServiceNow developer, with at least 3 years in a technical leadership or architecture role

• Deep understanding of ServiceNow platform architecture, components, and capabilities

• Proven expertise in designing and implementing complex ServiceNow solutions, including custom applications, modules, and integrations.

• Experience with custom integrations using REST/SOAP, Flow Designer, Integration Hub, API Scripts.

• Experience on the ServiceNow Platform including customization of applications such as ITSM, ITOM, ITAM, HRSD, SPM and CSM.

• Strong proficiency in JavaScript, XML, HTML, CSS, and other web technologies

• Experience with ITSM processes (e.g., Incident Management, Change Management, Problem Management) and ITIL framework.

• Excellent communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels

• Strong analytical and problem-solving abilities, with a keen attention to detail

• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities simultaneously

Skills:

• Proficiency in ServiceNow Studio, Flow Designer, Integration Hub, and other relevant ServiceNow tools and modules

• Strong understanding of RPA concepts, including process mapping, workflow automation, bot development, and integration with external systems

• Excellent problem-solving skills with a meticulous attention to detail, ensuring the accuracy and reliability of RPA solutions

• Ability to work independently and collaboratively in a fast-paced environment, effectively managing priorities and deadlines

• Exceptional communication and interpersonal skills, enabling effective collaboration with cross-functional teams and stakeholders

Forward Air is an Equal Opportunity Employer.

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About Us

About the Team