SOM - Service & Operations Management Function is responsible for the overall orchestration, control and management of service delivery processes across all services and service providers to enable service management and seamless delivery of end-to-end services within SLA.
The ServiceNow Architect is a technical responsible person for the overall architecture and general operational delivery of the underlying products and functionalities. He/ she is responsible for the design and communication of solution concepts to enable and guide the design and development of integrated solutions that meet current and future business needs for delivery of one or more projects or activities.
Their primary role is to optimise the value of a solution to DB Schenker and its customers. Furthermore, the reduction of risk in its solution delivery while ensuring that all compliance and regulatory requirements which impact the system are considered. The ServiceNow Business Analyst (Architect) will work with specialists, technical staff and stakeholders to ensure the delivery on the most effective way for the organisation.
The ServiceNow Business Analyst (Architect) is part of the Standards & Tools team within the Global Service & Operations Management department.
Your tasks:
- Driving and support the solution and development of the respective products,
- Creating architecture compliant solution strategies for demands (e.g . feasibility study) that conform both to customer requirements and solution development standards,
- Driving the development analysing and designing of technical, application and technology architectures in alignment with the IT architecture principles,
- Ensure the consistency and quality of the respective products from the perspective of solution architecture,
- Steering and monitoring of implementation partners during design as well as implementation phase,
- Ensures the mapping of client/business requirements to systems/technical requirements,
- Taking into account the requirements in terms of performance, IT security, availability, documentation, monitor-ability and audit-ability aspects,
- Ensure that expected application quality attribute levels are achieved,
- Lead and deliver requirements, scoping and design workshops, ensuring requirements are well documented,
- Acts as quality gate keeper to ensure operational readiness and ensures that implementations and ongoing services are delivered on time and meet client requirements,
- Support in review of cost and design optimised solution designs based on understanding of costs and returns of investments by supporting the release and budget planning,
- Provide expert level support (3rd level support) and technical mentoring to implementation and delivery team and/or operational units,
- Maintain deep, comprehensive knowledge of ServiceNows capabilities and constraints,
- Recognise and develop opportunities to leverage ServiceNow as a platform,
- Supports internal service review meetings covering performance, quality aspects and processes,
- Creation, alignment, and implementation of architectural guidelines for the area of responsibility,
- Senior technical member of the team, deliver hands-on configuration, development and integration services and serve in a delivery assurance capacity for deliverables,
- Works in an agile environment and is experienced in agile development methods,
- Plan and coordinate all phases of releases and testing and test acceptance; design and oversee development of testing related work products; lead test remediation cycles,
- Develop and present business case material for senior prospect and customer stakeholders. Supports the creation and delivery of presentations and product demonstrations,
- Cooperation with Pre-Sales Solution Consultants/Architects on enhancements and new business solutions,
- Follows up on outstanding development needs and provides status reports to the stakeholders,
- Communicate technical problems and solutions to both technical and non-technical audiences,
- Scoping and delivering Proof of Concept / Proof of Value engagements,
- Act as the ServiceNow subject matter expert for his/her products towards the organisation.
Requirements:
- Bachelors degree in related technical/business areas or equivalent work experience,
- Typically requires 5 years of relevant technical and business experience in the area of ITSM and HRM as well as knowledge of the processes of service management esp. for solution in ServiceNow,
- Experience with IT Service Management and Human Resource Management tools esp. ServiceNow,
- Experience to work in cross-functional and global teams,
- Positive and integrative collaboration skills establishing strong supportive relationships cross all departments,
- High flexibility and willingness to travel internationally,
- Fluent in English language skills.
