ServiceNow ITAM Architect

SailPoint

21d•Remote

About The Position

SailPoint, the industry leader in Identity Security, is looking for an experienced ServiceNow ITAM Architect to join our cross-functional Service Management team. This individual will be a key team member in our growing and impactful organization as SailPoint continues to scale globally as the industry leader in Identity Security. This position will report directly to our Sr. Manager of Service Management and will work on our ServiceNow AI platform, supporting ServiceNow solution design, custom development, and platform enhancements for technology workflows across the ServiceNow AI platform. The ServiceNow ITAM Architect will have at least 5 years of experience implementing, configuring, and managing the ServiceNow platform and have strong domain expertise in ITAM, and ITOM. This candidate should have a mastery of ServiceNow ITAM processes, have technical leadership experience in executing an enterprise asset strategy and possess proven ServiceNow ITAM implementation skills. Candidates must have hands on ServiceNow development experience building outcome-focused solutions for large-scale enterprise(s), aligned to leading practices. As the ServiceNow ITAM Architect, you will lead and guide our ITAM modules (HAM & SAM) roll-out focused on centralizing our enterprise asset inventory and establishing a governance control plane in our ServiceNow AI platform. The job is responsible for creating innovative solutions in a constantly-changing business environment, and ensuring solution delivery aligns to technical governance policies (in partnership with our ServiceNow architects). Expect to work in cross-functional teams across IT, Cybersecurity, Legal, Finance, and Risk & Compliance in support of the company’s ServiceNow platform operations and strategy. Your primary focus will be leading the ITAM domain on the ServiceNow AI platform as prioritized by the platform owner, business leaders and architects within the unified platform roadmap and strategy. You will serve as a trusted advisor in the ITAM domain interfacing with internal customers to deliver outcomes, as well as transform requirements into fully functional cross-modular solutions within the ServiceNow AI platform. This includes building fit-for-purpose Service Management solutions to optimize processes and procedures with AI/automation, modern/intuitive interfaces within Service Portal and workspaces, actionable dashboards, integrations with existing data sources and tools, and more. The successful candidate will have a passion for ServiceNow as the AI workflow engine of the business, be obsessed with customer service, and have a desire to see continued expansion/adoption of the ServiceNow platform across the organization. Come make your mark in a high energy environment at one of the most consistently highest rated “best places to work” in Austin over the past 13 years! This is a full-time remote position based in either Canada or Mexico.

Requirements

At least 5 years hands on experience with ServiceNow development and administration with a focus on the ITAM domain
Proven experience in implementing CMDB/CSDM, ServiceNow Discovery, HAM and SAM
Current implementation specialist certifications for ServiceNow Discovery, HAM, and/or SAM, along with a System Administrator certification
Strong ITIL methodology competency
Builds great user experiences across the following UIs: Service Portal, Workspaces, Next Experience core UI, and UI pages
Ability to perform “pro-code” development with a foundational knowledge of Glide APIs and platform-related programming languages (JavaScript, AngularJS, Python, etc.)
Strong understanding of ServiceNow platform data model
Demonstrated skills associated with software design, modification, implementation and deployment, including object-oriented development concepts
Understanding of technical governance, key design patterns and large data volume limitations and best practices
Skilled at analyzing and mapping complex business processes to technical solutions, while identifying opportunities for business process re-engineering
Experience with QA methodologies (usability testing, performance testing, automated testing, test scripts, test cases and test plans)
Integration experience using REST APIs, IntegrationHub, and/or MID Server
Familiarity with the continuous delivery model and agile development processes
Experience using collaboration tools such as Microsoft Teams, Slack and Confluence
A particular desire to continually study new technologies and functionality, as well as be involved in projects that push the capabilities of existing technologies
Must have a high focus on user experience with a propensity for incorporating modern design trends into solution design
Truly enjoys delivering Enterprise Service Management solutions and a strong desire to see the continued acceptance and success of those solutions at SailPoint
BS Computer Science, Engineering, or equivalent experience

Nice To Haves

ArchX (Architecture Excellence) and/or Certified Technical Architect designation is a huge plus
Exposure to other ServiceNow modules like Performance Analytics, AI Control Tower, and GRC is a plus

Responsibilities

Contribute to the ServiceNow AI platform roadmap and strategy
Lead the outcome-focused delivery of ServiceNow ITAM capabilities
Enforce technical governance policies (platform engineering and development standards)
Manage ServiceNow code quality control processes
Work collaboratively with our ITOM & CMDB experts, infrastructure teams, and vendor(s)
Serve as our ITAM expert across ServiceNow AI platform delivery and AI-powered self-service workflows
Lead workshops, tech solutioning, development, and unit testing for ITOM Discovery and/or Service Mapping and/or ITAM HAM Pro / ITAM SAM Pro
Provides input and sign off on solution design for complex features
Advocate for ServiceNow as the AI digital front door and enterprise asset management platform
Design, develop, and deploy ServiceNow ITAM features (HAM & SAM)
Set up On-premise and SaaS provider integrations to 3rd party asset applications (e.g., MS Office, Adobe Cloud, SCCM/InTune/Entra, Tanium, Jamf, etc.)
Execute discovery runs to ensure like-for-like functionality and validate data collection
Create and utilize reports and dashboards to demonstrate current and historical usage
Assist with configuring content libraries, SCCM, InTune, Entra, Tanium and Jamf Service Graph Connectors
Load, manipulate and maintain enterprise asset data between ServiceNow and other systems
Monitor health, usage, and overall compliance of ServiceNow and its integrated applications
Configure and customize platform components and extend ServiceNow functionalities using UI builder, portal designer, client/server-side scripting, UI policies, business rules, and Flow Designer (aka Workflow Studio).
Collaborate with architects, product owners, and internal customers to understand requirements and deliver high-quality technical solutions on time.
Support the team in managing operational work: tier-2 support and troubleshooting for ServiceNow incidents and operational requests, along with administration functions such as managing users, workflows, tables, and data
Performs access reviews, conducts compliance activities, and serves as delegate for administrative processes
Collaborate with architects, product owners, and internal customers to understand requirements and deliver high-quality technical solutions on time.
Use a systematic approach and a wide breadth of ServiceNow platform knowledge to troubleshoot, identify, and solve technical issues
Utilize tools to regularly monitor and analyze system performance, perform regular maintenance, and proactively take corrective actions as necessary to ensure platform reliability
Responsible for defining requirements, designing workflows, participating in all build/configuration, testing, and implementation activities, as well as analysis and troubleshooting to meet specifications of a project or service request
Monitors and employs source code control techniques and configuration management to ensure configuration is consistent across development and production environments
Ensure application meets SailPoint security standards and best practices
Investigate and advise on new features released by ServiceNow and what impact they could have on current processes
Use scripting tools and ServiceNow functionality to create scripts that automate repetitive tasks
Tailor user interfaces to improve the overall user experience of ServiceNow, leveraging UI builder and custom HTML/CSS/Javascript when necessary