ServiceNow Architect - IT Operations Management (ITOM)

Children’s Hospital of Philadelphia•Philadelphia, PA

About The Position

Children’s Hospital of Philadelphia (CHOP) offers countless ways to change lives. Our diverse community of more than 20,000 Breakthrough Makers will inspire you to pursue passions, develop expertise, and drive innovation. At CHOP, your experience is valued; your voice is heard; and your contributions make a difference for patients and families. Join us as we build on our promise to advance pediatric care—and your career. ServiceNow ITOM & Discovery Expertise: Deep experience implementing and administering ServiceNow IT Operations Management (ITOM) capabilities, including Discovery, Service Mapping, Event Management, Certificate Management and CMDB integration. Infrastructure & Network Knowledge: Strong understanding of enterprise infrastructure components (servers, networks, cloud platforms, containers, and applications) to support accurate discovery, classification, and configuration item (CI) relationships. Discovery Configuration & Troubleshooting: Proven ability to configure, tune, and troubleshoot ServiceNow Discovery, including MID Server configuration, credential management, patterns, probes/sensors, and resolving discovery errors. CMDB Data Quality & Governance: Experience maintaining CMDB integrity through identification and reconciliation rules, data normalization, relationship mapping, and alignment with CMDB governance and ITIL best practices. Cloud Operations & Discovery: Experience discovering and managing cloud resources across platforms such as AWS, Azure, or GCP, including cloud-native services, dynamic infrastructure, and integration of cloud assets into the ServiceNow CMDB. Automation & Integration Skills: Ability to design and implement automation using ServiceNow workflows, Flow Designer, APIs, and integrations with monitoring and infrastructure tools to enhance operational visibility and efficiency. • Demonstrates knowledge of and expertise in hardware, software and networking components in order to design, architect and develop CHOP's strategic direction in various client/server technologies. • Exhibits significant knowledge of and expertise in data migration tools, techniques and strategies; change management software and techniques; storage and enterprise solutions and technologies; and the implementation of automation in system and network management environments. • Demonstrates the ability to perform complex, conceptual and logical data modeling and life-cycle design. • Demonstrates basic knowledge of and expertise in project management. • Demonstrates knowledge of and expertise in IT Best Practices relating to infrastructure support. • Demonstrates excellent analytical and presentation skills and attention to detail in documentation and record keeping. • Exhibits ability to collaborate and communicate effectively with technical and business teams and CHOP management. • Demonstrates the ability to translate complex technical solutions into non-technical requirements documents. • Works with minimal supervision in support of team initiatives. • Coordinates activities of a limited number of staff in support of assigned tasks. • Exhibits the ability to handle quickly changing priorities.

Requirements

ServiceNow ITOM & Discovery Expertise: Deep experience implementing and administering ServiceNow IT Operations Management (ITOM) capabilities, including Discovery, Service Mapping, Event Management, Certificate Management and CMDB integration.
Infrastructure & Network Knowledge: Strong understanding of enterprise infrastructure components (servers, networks, cloud platforms, containers, and applications) to support accurate discovery, classification, and configuration item (CI) relationships.
Discovery Configuration & Troubleshooting: Proven ability to configure, tune, and troubleshoot ServiceNow Discovery, including MID Server configuration, credential management, patterns, probes/sensors, and resolving discovery errors.
CMDB Data Quality & Governance: Experience maintaining CMDB integrity through identification and reconciliation rules, data normalization, relationship mapping, and alignment with CMDB governance and ITIL best practices.
Cloud Operations & Discovery: Experience discovering and managing cloud resources across platforms such as AWS, Azure, or GCP, including cloud-native services, dynamic infrastructure, and integration of cloud assets into the ServiceNow CMDB.
Automation & Integration Skills: Ability to design and implement automation using ServiceNow workflows, Flow Designer, APIs, and integrations with monitoring and infrastructure tools to enhance operational visibility and efficiency.
Demonstrates knowledge of and expertise in hardware, software and networking components in order to design, architect and develop CHOP's strategic direction in various client/server technologies.
Exhibits significant knowledge of and expertise in data migration tools, techniques and strategies; change management software and techniques; storage and enterprise solutions and technologies; and the implementation of automation in system and network management environments.
Demonstrates the ability to perform complex, conceptual and logical data modeling and life-cycle design.
Demonstrates basic knowledge of and expertise in project management.
Demonstrates knowledge of and expertise in IT Best Practices relating to infrastructure support.
Demonstrates excellent analytical and presentation skills and attention to detail in documentation and record keeping.
Exhibits ability to collaborate and communicate effectively with technical and business teams and CHOP management.
Demonstrates the ability to translate complex technical solutions into non-technical requirements documents.
Works with minimal supervision in support of team initiatives.
Coordinates activities of a limited number of staff in support of assigned tasks.
Exhibits the ability to handle quickly changing priorities.
Bachelor's Degree computer science, systems analysis, or a related study Required
At least three (3) years experience in at least two IT disciplines in a client/server or service-oriented architecture (SOA) environment, including technical architecture, network management, application development, middleware, database management or operations. Required
Exposure to multiple, diverse technologies and processing environments.
Exceptional interpersonal skills, including teamwork, facilitation and negotiation.
Understands network and systems architecture.
Understands SOA and object-oriented analysis and design.
Understands and complies with all enterprise and IS departmental information security policies, procedures and standards.
Supports the integration of information security in the development, design, and implementation of Hospital Technology Resources that process, transmit, or store CHOP information.
Supports all compliance activities related to state, federal regulatory requirements, healthcare accreditation standards, and all other applicable regulations that govern the use and disclosure of patient, financial, or other confidential information.

Responsibilities

Acts as visionary and strategist for solution product area.
Surveys market landscape for solution insights, direction, vendors, and methods.
Provides expertise to identify and translate system requirements into design documentation.
Works with technical writers to ensure quality internal and external client-oriented documentation.
Leads development of formalized solution methodologies.
Builds and maintains repository for roadmaps, standards and reference architectures.
Interfaces and coordinates tasks with internal and external technical resources. Collaborates with Project Managers and technical directors to provision estimates, develops overall implementation solution plan, and serves lead as required, to implement installation, customization, and integration efforts.
Oversees aspects of project life cycle, from initial kickoff through requirements analysis, design and implementation phases for projects within solution area.
Provides quality assurance for services within solution area.
Writes, or directs the writing of white papers that further insight and thought in the solution area.
Reviews architectures and designs for adherence to established standards.