IT Architect will provide senior-level management and guidance on all technical management activities, including ensuring the State's satisfaction with the ESM technical dimensions (for IDAs and Supplemental Services), managing successful delivery of technical work products, providing day-to-day management of the ServiceNow instances, and leading the resolution of technical issues. He also will contribute technical insight for optimization initiatives and technical roadmaps. He will ensure the CWT Team follows all identified Ohio and ServiceNow technical standards and best practices, update the Enterprise ServiceNow architectural and technical development standards, and manage the technical teams' continual process and product quality improvement efforts. He also will serve as the single point of contact to the State for the Run Book development and maintenance. He also will work directly with ServiceNow as needed, manage the definition on monitoring of customizations to the enterprise instances, and oversee the technical aspects of environments and releases.

ServiceNow Application Architect Roles/Responsibilities

1. Technical Management

• Client satisfaction on the technical dimensions of the Supplemental Services and ServiceNow application
• High-quality, on-time, on-budget delivery of steady-state technical functions, work products, and Technical Management.
• Manage the overall technical health of the enterprise ServiceNow instances, including Technical Debt
• Monitor technical performance and identify remediation steps, opportunities for improvement.
• Manage technical program risk, including definition, analysis, mitigation strategies and implementation.
• Contribute to architectural and technical perspective to optimization initiatives and technical roadmaps
• Architect, test, document, and promulgate new technical approaches to challenging technical problems.

• Define and oversee implementation of the steady-state processes for the technical team including work products, templates and libraries, follow standards, release criteria, and established release calendar.
• Drive steady-state technical teams to continuous improvement to processes and development.
• Submit management reports to steady-state contractor and ESM administration on the health of the overall technical application, performance, backlog, agency implementations, work products, and processes.
• Oversee all steady-state and IDA/project technical implementations and development for the enterprise ServiceNow program/project through architectural and development standards review(s).

1. ServiceNow Relationship

• Manage ServiceNow technical relationship; manage ServiceNow tickets on behalf of the state.

Standards and Architecture

• Develop and update Enterprise ServiceNow
  • • • Architectural
      • Technical Development standards
      • Best Practices
• Prepare, update, review, and ensure currency of Architecture Documentation.
  • Review all proposed architectural change

1. Customizations

• Define and track customizations for the enterprise instances (anytime scripting involved, any table extensions, ACLs

1. Environments and Releases

• Oversees the technical environment definition / setup and code migration activities across releases including access and instance management.

1. People

• Collaborate with all members of the ESM Administration and Contractor Lead.
• Serves as the ambassador for the program.
• Escalates issues to the steady-state Project Manager, as needed.