TaskUs - IT Application Architect - Service Now

IT Application Architect- Service Now ( SNOW)

The IT Application Analyst will play a key role in helping the organization to achieve the desired maturity on IT Service Management by providing assistance in the technical design and architecture of the tool, coordinating with stakeholders in building the solution and processes, maintaining the solution to ensure it is fit-for-use and fit-for-purpose, and supporting its continual improvement.

Duties & Responsibilities :

- Participate in the technical design and implementation of SNOW functionalities, features, and integrations.

- Provide technical support, maintenance, and reports related to the tool.

- Analyse and create process and project-related documentations

- Coordinate internal resources and third parties/vendors for the flawless execution of projects.

- Lead the team in analyzing project requirements - includes scoping, setting up discovery meetings and work estimation .

- Understand the Business Process/Function to determine and propose the needed solution for the project.

- Developing project scopes and objectives, involving all relevant stakeholders and ensuring technical feasibility.

- Develop a detailed project plan to track progress of each project.

- Use appropriate verification techniques to manage changes in project scope, schedule and costs.

- Measure project performance using appropriate systems, tools and techniques.

- Report and escalate to management, as needed.

- Manage the relationship with the client and all stakeholders.

- Establish and maintain relationships with third parties/vendors.

- Create and maintain comprehensive project documentation - includes Business Requirements Documents and project status.

- Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.

Qualifications:

- High level understanding in computer networking, servers and cloud environment

- Practitioner of ITSM; ITIL certfication is a must

- 5 years of working experience in administering and maintenance of ServiceNow ITSM tool

- 5 years of working experience in developing and implementing ServiceNow ITSM Modules

- Fundamental knowledge in Agile Project Management

- Excellent interpersonal, communication, collaboration and documentation skills

- Deep understanding on IT Asset Management and CMDB

- Value creation oriented

- College graduate, preferably in the fields of Computer Science or Engineering for technical project managers.

- With technical background and working knowledge (or hands-on experience) on software development specializing in web apps, browser extensions, mobile and data analytics - includes experience with Agile (and waterfall) methodologies.

- Solid experience with BPO frontline processes and workflows (i.e. content moderation, hybrid customer support, back office processing, operational KPIs, etc.)

- Excellent client-facing and internal communication skills.

- Excellent written and verbal communication skills. Must be at a B2 English level in order to be considered for this role, please upload a resume in English for consideration.

- Solid project management and organizational skills including attention to detail and multi-tasking skills.

- Strong working knowledge of Microsoft Office or G Suite, and MS Project or similar software.

- Working knowledge of JIRA, Smartsheet and Visual Studio, is a plus.

- Experience with other SaaS applications (like Oracle, SalesForce, Concur, Docebo) and ITSM (like ServiceNow) and Lean/6 Sigma experience/credentialed preferred. If you have experience in delivery of Enterprise Applications in compliance with ISO 27001, a nice to have.