ECM Solutions Architect (ServiceNow)

Summary: The role of Systems Architect at Comcast involves providing senior-level expertise in enterprise systems architecture, focusing on the integration and implementation of technology solutions across multiple platforms. The position requires collaboration with project teams, governance of architecture processes, and the development of technical solutions for the ECM (ServiceNow) system. The architect will also facilitate workshops, manage user stories, and support defect resolution and user acceptance testing.

Key Responsibilities:

• Responsible for providing senior level expertise on decisions and priorities regarding the enterprise's overall systems architecture.
• Facilitates the establishment and implementation of standards and guidelines that guide the design of technology solutions including architecting and implementing solutions requiring integration of multiple platforms, operating systems and applications across the enterprise.
• Reviews, advises and designs standard software and hardware builds, system options, risks, costs versus benefits and impact on the enterprise business process and goals.
• Develops and documents the framework for integration and implementation for changes to technical standards.
• Assists in the development of and manages an architecture governance process.
• Provides technical guidance to project team areas as appropriate.
• Tracks industry trends and maintains knowledge of new technologies to better serve the enterprise's architecture needs.
• Technical Discovery and Design of Additional Tool consumption or complex new features.
• Facilitate workshops to identify requirements for the integration of new tools or features into the ECM (ServiceNow) system.
• Assist in translating requirements to user stories. Add user stories into the ECM product backlog for client to implement in the future.
• Develop a technical solution architecture design for integration of new tools or complex new features into ECM (ServiceNow) based on the requirements.
• Conduct design workshops to determine:
  • Dependencies, and critical options to support migration of the applications to ECM.
  • Data requirements of ECM and which is required to support migration for the applications.
  • Design of new ECM database table and data schema for the applications.
  • Capture the design for each Module in a technical design document.
• Create the integration design between ECM system and the applications required backend systems to support migration of the applications.
• Review technical designs for each application with stakeholders for approval.
• Provide a weekly status update to stakeholders for design and discovery progress as needed.
• Provide development resources to assist product owners and provide development and configuration of the ECM (ServiceNow) Platform; key activities:
  • Develop designs of assigned user stories or components based on the business requirements and current ECM Platform designs.
  • For assigned user stories, configure modules in the ECM Platform or build code as needed.
  • Conduct technical quality reviews and unit testing of the developed user stories.
• Identify and address defects and performance problems resulting from the unit testing activities.
• Demonstrate the developed user stories or functionality as requested.
• Assist in user acceptance testing (UAT) as requested.
• Support resolutions for defects identified in platform configurations of ServiceNow Core, modules or integrations; key activities:
  • Support mitigation activities for identified critical (P0) to low priority (P4) UAT defects and P0 and P1 platform production defects.
  • Act as level 3 support to resolve P0 and P1 defects that are identified as configured issues.
• If applicable, attempt to replicate the P0 and P1 defect in the Comcast QA environment.
• Document resolutions in user stories, for the ECM product backlog or immediate deployment as relevant.
• Perform a root cause analysis as requested for P0 and high priority P1 defects.
• Developing and configuring new features for the Enterprise Case Management (ECM) system in ServiceNow.
• Integrating applications into ECM; the below ECM ServiceNow modules are in scope for this program:
  • Case management
  • Integrations.
  • Service portals
  • Service catalog.
  • Agent chat.
  • Advanced work assignment.
  • Interaction management.
  • Agent workspace.
  • Service level management.
  • Reporting and analytics.

Key Skills:

• Bachelor's or Master's Degree in Computer Science, Information Systems, or other related field. Or equivalent work experience.
• Typically has at least 10+ years of IT work experience in infrastructure/systems environments performing systems planning, architecture design, engineering (hardware and software) and optimization.

Salary (Rate): undetermined

City: undetermined

Country: USA

Working Arrangements: Remote

IR35 Status: Outside IR35

Seniority Level: undetermined

Industry: IT