ServiceNow Platform Architect

At Jack Henry, we deliver technology solutions that are digitally transforming and empowering community banks and credit unions to provide enhanced and streamlined user experiences to their customers and members. Our best-in-class products are just the start as we lay the groundwork for the future of digital banking and payments. We hope you'll join us. We can't do it without you.

Our Enterprise Service Management team is thrilled to announce an exciting new opportunity for a Senior Staff Platform Architect specializing in the ServiceNow Platform. This pivotal role involves overseeing the architectural design and seamless integration of ServiceNow solutions to align with our dynamic business objectives. We are seeking a seasoned professional with extensive experience in designing, optimizing, and operating ServiceNow implementations, including integration with cloud services, software development practices, and service management standards.

As a Senior Staff Architect, Platform, you will bring your expertise across multiple disciplines, including Incident, Problem, Change, Asset Management, Service Level Management, Strategic Portfolio Management, DevOps, Predictive Intelligence, and BI Analytics. This role calls for a passionate leader capable of driving key objectives, collaborating with cross-functional teams, and delivering data-driven solutions that support business outcomes. A comprehensive understanding of ServiceNow and experience with Google Cloud, AWS, and Azure are essential. This role demands a high skill set and will involve collaboration with our digital team, making it a niche position.

This position offers the flexibility to work remotely from any location in the United States, with occasional travel to our offices or for conferences and meetings. If you are ready to take on this challenging and rewarding role, we invite you to join our team and make a significant impact on our enterprise service management initiatives.

What you'll be responsible for:

• Meets with customers to identify requirements and design, configuration, testing, and deployment.
• Facilitates configuration and customization decisions of the ServiceNow platform.
• Serves as the technical advisor for the company's ServiceNow practice, overseeing all the technical aspects of all implementations, addressing technical issues, and sharing ideas and solutions.
• Designs and architects' integrations with client IT Operations Management tools using ServiceNow workflows, scripting and web services/REST APIs.
• Responsible for promoting the use of ServiceNow and its adoption among internal and external teams.
• Ability to guide the architecture design and implementation of the ServiceNow ITOM suite of tools.
• Serves as the Senior ServiceNow Developer responsible for implementing solution design using best practices.
• Manages and maintains the Configuration Management Database (CMDB) in ServiceNow, applying best practices for population and upkeep. Oversees the configuration, development, and integration of ServiceNow Discovery and IT Asset Management, ensures effective discovery, ingestion, and management of cloud environments and third-party SaaS platforms. Implements and optimizes ServiceNow Service Mapping capabilities to support seamless service visibility and monitoring.
• Demonstrates experience communicating complex ideas with stakeholders and building collaborative relationships with team members, customers, and other stakeholders
• Leads operational support, enhancements, and bug fixes as needed to the ServiceNow platform
• Assists with maintaining the platform, with up-to-date patching, versioning, and platform security
• Provides technical support to platform team and end users to include troubleshooting, implementing enhancements, and writing knowledge articles
• Prepares presentations on the architecture and design of the different components of the ServiceNow platform of the company and its practices for technical, operational, and leadership.
• Stays abreast of ServiceNow capabilities, trends, and methodologies.
• Understands the business value needed from ITSM practices and can present the ROI results.
• Leads integration discussions, following data management, security, and platform best practices.
• Accountable for KPI's and metrics related to team service levels, project deliverables, and platform performance.
• Performs other duties as assigned.

What you'll need to have:

• 13 years of experience in information technology infrastructure development.
• At least 7 years of combined experience with ServiceNow (ITSM, ITOM, ITAM, CSM, Integrations, & Discovery).
• Certified Technical Architect or Certified Master Architect certification.
• ServiceNow Certification as a System Administrator, Implementer, or Architect.
• Extensive knowledge and hands-on experience with:
  • Public cloud platforms (Azure, AWS, GCP)
  • Virtualization technologies (VMware)
  • Container orchestration (Kubernetes, CI/CD)
  • Infrastructure components (server, network, storage)
• Excellent understanding of ServiceNow principles and modules, including:
  • Incident, Problem, Change, Request, Service Level Management
  • Hardware Asset Management, Software Asset Management
  • Event Management, Service Mapping, DevOps
  • CMDB/CSDM, Survey, NowAssist, Employee Center
  • Service Portal, Reports, and Dashboards
• Solution Design and Architecture: Lead the creation of detailed technical designs leveraging ServiceNow capabilities effectively. Drive thought leadership within the practice to deliver architecturally sound solutions amidst client ambiguity.
• Experience with the implementation of the Customer Service Management module, understanding CSM tables in relation to the Common Service Data Model and Configuration Management Database.
• Understanding of ServiceNow platform architecture and infrastructure components, including cloud services, MID servers, and platform.
• Technical Consultation and Leadership: Serve as an expert advisor, leading solutioning sessions and bridging gaps between disparate organizations with technical expertise and leadership in authentication, connectivity, and system performance.

What would be nice for you to have:

• Bachelor's Degree in an IT-related discipline.
• Applicable industry-standard certifications preferred (ITIL, Agile, PMP, DevOps).

If you got this far, we hope you're feeling excited about this opportunity. Even if you don't feel you meet every single requirement on this posting, we still encourage you to apply. We're eager to meet motivated people who align with Jack Henry's mission and can contribute to our company in a variety of ways.

Why Jack Henry?

At Jack Henry, we pride ourselves through our motto of, "Do the right thing, do whatever it takes, and have fun." We recognize the value of our associates and believe much of our company's strength and success depends on their well-being.

We demonstrate our commitment by offering outstanding benefit programs to ensure the physical, mental & financial well-being of our people is always met.

Culture of Commitment

Ask our associates why they love Jack Henry, and many will tell you it is because our culture is exceptional. We do great things together. Rising to meet challenges and seeking opportunities is part of who we are as an organization. Our culture has helped us stay strong through challenging times and we credit our dedicated associates for our success. Visit our Corporate Responsibility site to learn more about our culture and commitment to our people, customers, community, environment, and shareholders.

Equal Employment Opportunity

At Jack Henry, we know we are better together. We value, respect, and protect the uniqueness each of us brings. Innovation flourishes by including all voices and makes our business - and our society - stronger. Jack Henry is an equal opportunity employer and we are committed to providing equal opportunity in all of our employment practices, including selection, hiring, performance management, promotion, transfer, compensation, benefits, education, training, social, and recreational activities to all persons regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, genetic information, pregnancy, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, and military and veteran status, or any other protected status protected by local, state or federal law.

No one will be subject to, and Jack Henry prohibits, any form of discipline, reprisal, intimidation, or retaliation for good faith reports or complaints of discrimination of any kind, pursuing any discrimination claim, or cooperating in related investigations.

Requests for full corporate job descriptions may be requested through the interview process at any time.