Lead ITSM ServiceNow Architect
Company: CNO Financial Group, Inc
Posted on: April 8, 2021
Information Technology Carmel, Indiana Thursday, March 25, 2021
The Lead ITSM Architect is responsible for the complex design and
formulation of ITIL-based standard solutions implemented using the
ServiceNow portfolio of products. This includes IT Service
Management, IT Operations Management, Software Asset Management,
and their related ITIL-based sub-functions and tools in the Now
Platform. This role interacts closely with the IT and business
requestor groups which are integrated with the ServiceNow
infrastructure. This role will also be responsible for defining
technology roadmaps that detail the implementation of initiatives
to enhance a secured & scalable technology environment as well as
developing plans for the ongoing support and governance of the
solutions. The architect also may lead projects with large resource
requirements, risk, and complexity. As a key technical and process
architect the lead works with much authority and autonomy on
assignments requiring technical complexity and coordination. Key
Job Responsibilities and Accountabilities: Adheres to
infrastructure guidelines, design patterns, and standards as
determined and set into policy. Develops roadmaps of the evolution
of the in-scope infrastructure from current to future state.
Designs and leads the implementation of an ITSM Architecture based
on the Technology Services organization's strategies. Independently
develops, documents, and presents a strategic roadmap for the
evolution of IT Service Management process and tools from current
state to future state. Leads and reviews complex architectural
implementation of all solutions, ensuring conformance with
ServiceNow defined best practices and CNO IT strategy. Collaborates
with business partners, software engineers, technology and
operations leadership and provides significant input into IT
Service Management strategy & roadmap in alignment with broader
Technology Services' strategy and desired business outcomes.
Collaborates with all 3rd party vendors and the Managed Services
team to develop and implement ServiceNow and other IT Service
Management solutions. Ensures all ITSM process designs align to the
ITIL framework in a practical manner. Recommends industry best
practices to meet the needs of business with respect to scalability
and performance. Evaluates Managed Services Provider
recommendations for ServiceNow and ITSM process revisions for
alignment with IT Strategy and advises IT Steering Committee
regarding acceptance/rejection of recommendations. Designs and
recommends ITSM Metrics and Reporting, ensuring process designs
facilitate appropriate process governance. Identifies, analyzes,
and recommends various technologies for approval based on an
understanding and business requirements. Facilitates improved
delivery of proposed solutions, by identification and documentation
of technical and architecture technology requirements to be
executed by our third-party partner in a timely, cost effective,
and integrated fashion. Collaborates with implementation teams to
assess and review the architectural implementation of systems and
projects to ensure conformance with defined architectural
standards. Solves implementation challenges while encouraging
adherence to architectural and Technology Services standards.
Analyzes IT business drivers to determine corresponding
architectural impact. Analyzes technology industry and market
trends and determines their potential benefit to the enterprise.
Assess and communicates the skills, processes, structures, cultural
and financial impacts of proposed strategies. Facilitates the
evaluation and selection of software/hardware product standards, as
well as the design of standard configurations. Recommends solutions
and best practices. Verifies compliance with all technical
requirements. Skills, Knowledge, and Abilities:
- Specialized knowledge of multiple (i.e. typically up to 4),
diverse Infrastructure or technical design areas and in-depth
understanding of Infrastructure methodologies and
- In-depth knowledge of ServiceNow capabilities.
- Proven ability to design complex ServiceNow ITSM and ITOM
- Proven and demonstrated ability to design an effective
- In-depth knowledge of ITSM KPIs and Metrics development.
- Solid knowledge of all components of a technical
- Strong ability to develop solution patterns and architectural
specifications and can work closely with other teams to implement
- Solid understanding of information processing principles and
- Strong knowledge of current systems software, protocols, and
standards; knowledge of software/hardware evaluation principles and
- Strong ability to independently translate business needs into
solution architecture requirements.
- Determines financial impact of proposed solutions and
- Fluent in multiple, diverse technical configurations,
technologies and processing environments.
- Strong interpersonal skills in areas such as teamwork and
- Solid written and verbal communication skills.
- Requires a high level of communication and diplomacy skills to
direct, persuade, and influence others, particularly at senior
levels within the function.
- Most often interacts within immediate business area or sub
function, and some VPs.
- Strong planning and organizational skills; strong time and
resource management skills.
- Strong problem analysis, structured analysis, and design and
- Able to adapt to rapidly changing technology and apply it to
- Establishes and maintains a high level of customer trust and
- Strong analytical and conceptual skills; ability to create
original concepts/theories for a variety of stakeholders.
- Ability to understand mid to long term perspectives of
- Analyzes IT business drivers and determines corresponding
impact. Education and Experience:
- Bachelor's degree in Computer Science, Computer Information
Technology, or related computing major required, or equivalent
experience; Master's preferred.
- Previous experience with ServiceNow is required. Typically, has
at least ten years of related experience as a Service Now Architect
and/or ITSM related role.
- ITIL Foundations V3 or V4 certifications required. Advanced
ITIL certifications preferred.
- Typically, also has several years (e.g. 8+) of experience
designing and implementing infrastructure solutions, and in two to
four of the following disciplines: Network Administration, Server
OS Administration, Storage Administration, Solution Architecture,
Data Center Architecture, Database Administration, Middleware
Administration, End User Computing Administration, Messaging
- Related industry certifications highly preferred. CNO Financial
is an Equal Opportunity Employer and Affirmative Action Employer.
For more information, please click the following link:
Equal Employment Opportunity is the Law (English)
Equal Employment Opportunity is the Law (Spanish)
Right to Work Poster (English)
Right to Work Poster (Spanish)
As you explore job openings at CNO, please keep in mind that CNO
will never ask you to provide payment-related information at any
part of the employment application process. And CNO will
communicate with you only through emails that are sent from a
CNOinc.com or BankerLife.com email address.
If you receive an email purporting to be from CNO that asks for
payment-related information or any other personal information,
please contact law enforcement and report the email to
myHR@CNOinc.com. Bankers Life is the marketing brand of Bankers
Life and Casualty Company, Medicare Supplement insurance policies
sold by Colonial Penn Life Insurance Company and select policies
sold in New York by Bankers Conseco Life Insurance Company (BCLIC).
BCLIC is authorized to sell insurance in New York. Administrative
office: Chicago, Illinois. Welcome! We are glad you are interested
in a career with CNO Financial. As you explore job openings at CNO,
please keep in mind that CNO will never ask you to provide
payment-related information at any part of the employment
application process. And CNO will communicate with you only through
emails that are sent from a CNOinc.com or BankersLife.com email
address. If you receive an email purporting to be from CNO that
asks for payment-related information or any other personal
information, please contact law enforcement and report the email to
myHR@CNOinc.com. You have been redirected to a CNO Financial Group,
Inc. job page
Keywords: CNO Financial Group, Inc, Danbury , Lead ITSM ServiceNow Architect, Professions , Carmel, Connecticut
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