ServiceNow Architect (IT Computer Systems Manager 4) - Provisional

ServiceNow Architect (IT Computer Systems Manager 4) - Provisional

Job ID

28009

Location

Central Office

Full/Part Time

Full-Time

Regular/Temporary

Regular

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GENERAL DUTIES

I.T. Computer Systems Managers manage and direct an Information Technology area at a College or University level. They set policies and procedures, direct technical staff, and maintain responsibility for administrative as well as technical issues within their assigned area(s) of responsibility. They may manage major and/or large, complex information systems activities and/or manage a unit or group.

This job is in CUNY's Classified Managerial Service. The full specification is available on our web site at ~~~

CONTRACT TITLE

Computer Systems Manager

FLSA

Exempt

CAMPUS SPECIFIC INFORMATION

The Office of Computing and Information Services (CIS) at the City University of New York (CUNY) supports the IT and telecommunications needs of CUNY's 25 colleges. CIS supports enterprise IT and applications, develops new technologies that advance the University's core mission, builds, upgrades, and maintains the University's network, and operates the University's Data Center and Service Desk. Additionally, CIS manages the processes of safeguarding the University's IT assets and operates the SOC, develops disaster recovery plans for business continuity, maintains the security of the University's IT assets, and maintains the CUNYfirst Enterprise Resource Planning (ERP) solution that integrates student administration, financial management, and human resources operations across CUNY's 25 colleges. CIS provides strategic and operational IT leadership with respect to the maintenance, enhancement, and expansion of the CUNY network spanning across all CUNY campuses.

ServiceNow is a platform that creates one intelligent and centralized service portal from several unstructured multifaceted workflows and individual campus portals and simplifies the delivery of technology services for its users. CIS seeks a ServiceNow Architect who will support the maintenance and administration of CUNY's instance of ServiceNow and development efforts to integrate existing business functions and the automation of existing business workflows. The ServiceNow Architect will leverage out-of-the-box functionality and develop customized workflows to perform tasks that include IT Service Management (ITSM) instance configuration and development, the integration of new applications or services on the platform, configuration adjustments, as well as assist and support colleagues, via virtual agent technology through Microsoft Teams integration, the ServiceNow Portal, and with mobile-enabled access. Reporting to the Director of Application Lifecycle Management, the position will serve as a lead member of the application support and development team for CUNY's enterprise IT Service Management/IT Business Management solution of ServiceNow and related services.

Key responsibilities include, but are not limited to:

• Implements enterprise- wide strategy and key initiatives/projects focused on improving business value, resilience, and operational agility within CUNY under direction of the Sr. Director of Systems Control Management; defines and administers technical solutions aligned with CUNY's business needs and ServiceNow implementation Best Practices.

• Oversees management of ITSM applications and modules, service automation, and system integrations; contributes to the strategic development of new platform customizations, assesses architecture and current system limitations, defines, design ssystem specifications, and evaluates input/output processes and working parameters for hardware/software compatibility.

• Contributes to administration and development of ServiceNow software solutions; configures application-related fields, forms, views, notifications, roles, and access controls; develops policies and standards to maintain the integrity of the CMDB.

• Partners with various teams and stakeholders including customers to understand and gather requirements, translates requirements to solutions, estimates story level of effort, monitors for scope creep, addresses system limitations, defines specifications for hardware/software compatibility, and resolves critical path technical issues and challenges.

• Manages, administers, and monitors development work; owns overall quality and delivery of development; performs portions of development on stories that cannot be delegated; delegates and tracks tasks to ensure completion is on time and within scope; mentors Developers in technical design standards and the implementation of best practices.

• Conducts sprint demos and delivery of additional development artifacts, documentation, and knowledge transfer activities.

• Performs research into key integrations, such as SSO, Chat, AI, etc., solutions required for success to maintain expert knowledge of ServiceNow platform and products; contributes to continual improvement of ServiceNow technical delivery, as well as maturing of capabilities, expertise, and best practices in requirements.

• Plans and executes regular upgrades/updates as result of the integration of new applications and services onto the ServiceNow platform, ensures seamless functionality to keep platform current for applications and software security.

• Executes special ad hoc requests, projects, initiatives, and other related duties consistent with the scope and intent of the position as assigned, which may require travel to work locations in any of the 5 boroughs and/or on-call support after standard business hours and/or weekends, as needed.

NOTES

1. Until further notice, this is a hybrid position, eligible to work remotely and work on-site in the office

2. This position is excluded from union representation in the collective bargaining unit

3. An appointment to this Competitive title/position in the Classified Civil Service Title Series will be made with a Provisional status. Employees in provisional status must pass a competitive civil service examination and be appointed from a civil service list to remain in the title/position

MINIMUM QUALIFICATIONS

Six (6) years of progressively responsible full-time paid information systems technology experience,at least eighteen (18) months of which shall have been in an administrative or managerial capacity in the areas of computer applications programming, systems programming, information systems development, data telecommunications, data base administration or a closely related area.

Education at an accredited college or university may be substituted for the general information systems technology experience at the rate of one (1) year of college for six (6) months of experience up to a maximum of four (4) years of college for two (2) years of experience. In addition, a master's degree in computer science or a closely related field from an accredited college or university may be substituted for an additional year of the general information systems technology experience. However, all candidates must possess the eighteen (18) months of administrative or managerial experience described above.

Experience in an administrative capacity must include, but is not limited to, responsibilities such as: monitoring an IT budget; reviewing and approving IT procurement and invoice payments; reviewing and approving contracts with vendors; monitoring and approving IT projects; setting standards and best practices; risk evaluation (e.g., security, reputational, operational); organizational development; chairing or participating in IT Governance and Advisory committees; and/or overseeing vendor relationship management.

Experience in a managerial capacity must include, but is not limited to, responsibilities such as: strategic planning for an office/division; creating and implementing policies; setting standards and best practices; defining and documenting project scope; root cause analysis with recommendations; collaborating with other managers and executives to define future state of IT program; and/or forecasting.

The following types of experience are not acceptable: superficial use of preprogrammed software without complex programming, design, implementation or management of the product; use of a word processing package; use of a hand-held calculator; data entry; operation of data processing hardware or consoles.

OTHER QUALIFICATIONS

Preferred

The ideal candidate will possess the following knowledge, skills, and abilities:

• 5+ years of experience with the ServiceNow platform in large enterprise or higher education settings, including the implementation of ITSM or ITBM stack

• Possession of ITIL Foundation certification or higher, with hands-on experience in ServiceNow, certification a plus

• Demonstrated proficiency in Application Lifecycle Management/Agile methodology, JavaScript, AngularJS, and low-code/no-code development

• Expertise in key technologies relevant to ServiceNow integration solutions, including SSO, SAML, SSL, Web Services, LDAP, JDBC, ODBC, REST, SCP, and FTPS

• Strong management, collaboration, communication, and team-building skills, with a track record of fostering relationships across technical and non-technical teams to meet deadlines

• Ability to quickly adapt to new tools, technologies, and industry standards, with a focus on data analysis and problem-solving

• Capable of both individual contribution and collaborative teamwork in a fast-paced, customer- responsive environment

• Strong active listening skills, effective communication, and facilitation abilities across diverse technical and non-technical teams

• Exemplifies ownership, accountability, attention to detail, professionalism, and judgment with a commitment to customer satisfaction

COMPENSATION

The salary range is $140,000 - $150,000; commensurate with education, credentials, and experience.

CUNY's benefits contribute significantly to total compensation, supporting health and wellness, financial well-being, and professional development. We offer a range of health plans, competitive retirement/pension benefits and savings plans, tuition waivers for CUNY graduate study, and generous paid time off. Our staff also benefits from the extensive academic, arts, and athletic programs on our campuses and the opportunity to participate in a lively, diverse academic community in one of the greatest cities in the world.

BENEFITS

CUNY offers a comprehensive benefits package to employees and eligible dependents based on job title and classification. Employees are also offered pension and Tax-Deferred Savings Plans. Part-time employees must meet a weekly or semester work hour criteria to be eligible for health benefits. Health benefits are also extended to retirees who meet the eligibility criteria.

HOW TO APPLY

For full consideration, submit a cover letter and resume online via CUNY's web-based job system, addressing how your experience and credentials fulfill the responsibilities and qualifications outlined. The direct link to the job opening from external sources is:

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Current CUNY employees must apply through CUNYfirst Employee Self Service using your login credentials. After you login to CUNYfirst, navigate to job openings by following the path from the Main Menu: Employee Self Service ->Careers

CLOSING DATE

Open until filled.

JOB SEARCH CATEGORY

CUNY Job Posting: Managerial/Professional

EQUAL EMPLOYMENT OPPORTUNITY

CUNY encourages people with disabilities, minorities, veterans and women to apply. At CUNY, Italian Americans are also included among our protected groups. Applicants and employees will not be discriminated against on the basis of any legally protected category, including sexual orientation or gender identity. EEO/AA/Vet/Disability Employer.