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ETSI - ServiceNow Architect Exp. Manager - IT Service Management - Arlington, VA #5938866

Company: Grant Thornton LLP

Date: 01/12/2019

Category: Accounting and Auditing Services

City: Arlington, VA

Grant Thornton is collaborative, entrepreneurial and on the move. As part of a dynamic global organization of 47,000 people serving clients in more than 140 countries, we have the agility and focus it takes to be a leader.

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    Enterprise Technology Strategy and Innovation, ServiceNow Architect Experienced Manager – Information Technology (IT) Service Management

Grant Thornton’s Advisory professionals are progressive thinkers who create, protect, transform value today, so our clients have the opportunity to thrive and grow. Our Advisory practice creates holistic solutions delivered by innovative, curious professionals who bring technical depth and industry insight to our clients. Enterprise Technology Strategy and Innovation (ETSI) is the newest business line in the Advisory practice. Our practice is dedicated to advising CIOs and technology leaders, and helping them navigate the ever-changing digital landscape as a true business partner in the C-suite. The ETSI team consists of highly skilled subject matter experts in Enterprise Technology Strategy, Information Technology Service Management, Advanced Technology and Digital Solutions, IT Strategic Sourcing and Technology Resource Effectiveness who bring dedicated focus to the business of technology. The ETSI business line partners with our clients to cut through the clutter, ask the hard questions, and provide innovative and customized solutions that drive value and build trust.

Position Summary

This is an Experienced Manager position within our IT Service Management (ITSM) service line where we are focused on enabling IT organizations to achieve business outcomes through the right mix of services and service management. The service line is focused on supporting CIOs and their leadership through developing the overall strategy for IT services and IT service management; evaluating and benchmarking an organizations’ ITSM capability and performance; and developing the strategy, roadmaps, and organizational components for implementing IT Service Management through Agile methods.

The Experienced Manager leads the project teams that deliver advisory services to clients. You are responsible for delivering the assigned projects on-time and on-budget, managing quality control, while maintaining (and building) client relationships. You will coach and develop junior staff and project team members in alignment with the ETSI practice strategy. As a member of the ETSI team, you will participate in solution set development, and collateral development.

Essential Duties and Responsibilities

  • Provide advanced technical support in ServiceNow tool configuration and custom development
  • Responsible for strong project management rigors such as developing design specifications, architectural diagrams, use case scenarios/tests, project charters, ROMs, WBS Schedules, Project plans, CONOPS, RTMs, risk logs, training materials and other design documents.
  • Attend senior management-level meetings to obtain business requirements, offer solutions, and market the firm capabilities.
  • Must possess excellent communication skills, both written and oral. The ability to deliver effective presentations is critical.
  • Ability to elicit requirements, design, develop and test new features
  • Ability to develop and configure applications using ServiceNow, and JavaScript technology; Build Workflows and write automated scripts
  • Design, Development and Implementation of ServiceNow customization including, but not limited to: core setup, workflow administration, reporting, data imports, custom scripting, and third party software integrations.
  • Perform advanced customizations including Business Rules, UI Pages, UI Macros, UI Scripts, Script Includes, Client Scripts, workflows, custom tables, reports etc.
  • Establish regular communications with team and stakeholders, develop and present professional materials (MS Word, PowerPoint etc)
  • Perform workflow design, configuration, development and data loads for ServiceNow platform, (ServiceNow) applications.
  • Responsible for programming workflow, enhancements and integrations with ServiceNow platform applications.
  • Create and maintain design specifications, architectural diagrams, and process diagrams supporting and communicating changes to ServiceNow platform applications.
  • Maintain pace with ServiceNow versioning.
  • Perform upgrades and customizations of ServiceNow platform applications based on guidance from project manager, architects, ITIL practice leads and customers.
  • Maintain and adhere to source code, configuration management, release management and software development best practices.
  • Develop training materials and provide end-user or IT technician training on using the ServiceNow functionality.
  • Provide in-person support daily to customers and teams. This will include direct interaction with C-level and key management and other business personnel.
  • Maintain ServiceNow training and knowledge thru self-learning, attending conferences and training
  • Responsible for proactive problem and risk management. Triage and fix defects found in ServiceNow platform, applications, and workflows.
  • Other duties as assigned.

  • Bachelor’s degree in Computer Science, Information Systems or related field (preferred)
  • At least 8 years of experience as a ServiceNow or other ITSM Enterprise Architect, with at least 5 years of ServiceNow experience
  • At least 5 years’ experience creating data pathways, customizing fields and customizations including Business Rules, UI Pages, UI Macros, UI Scripts, Script Includes, Client Scripts, workflows, custom tables, reports in ServiceNow
  • At least 5 years’ experience creating and maintaining design specifications, architectural diagrams, and process diagrams supporting and communicating changes to ServiceNow platform applications
  • At least 5 years’ experience working ServiceNow Cloud Platform solutions integrating with other Cloud Applications and Data Sources
  • ServiceNow Implementation Specialist and/or ServiceNow System Administrator Certification
  • Understanding of pricing and licensing models for ServiceNow and ServiceNow apps
  • ITIL Certifications (preferred)
  • PMP Certification (preferred)
  • ServiceNow training and certifications (preferred)
  • Network or Security certifications (preferred)
  • SDLC experience (Agile, SCRUM) (preferred)
  • Experience with Life Sciences, Financial Services, Healthcare, or Manufacturing (preferred)
  • Ability to work additional hours and/or travel 50-70%

Knowledge/ Skills

  • Must have clear communications skills both oral and written. Ability to negotiate in a non-confrontational manner to deliver a clear, well-structured and concise argument to support your opinion, using facts, pro’s/con’s, business justifications and other persuasion methods.
  • Must have ability to work in fast paced environment, balance priorities and juggle multiple tasks at once
  • Must be able to work independently and demonstrate leadership qualities
  • Must possess a strong desire and clear understanding for high customer satisfaction
  • Must be flexible, have good energy, easy to work with and a team player
  • Excellent analytical, strategic conceptual thinking, strategic planning and execution skills.
  • Must be able to work independently and demonstrate leadership qualities
  • Experience with third party plug-ins that offer cost effective business solutions
  • Prior experience in supporting proposals and providing written content for future prospects
  • Strong business acumen
  • Ability to identify and leverage resources internally and externally to the enterprise to enhance capabilities that drive the client and Grant Thornton business.


Grant Thornton LLP promotes a nationally recognized culture of health and offers an extensive array of benefits to meet individual lifestyles. For a complete list of benefits, please

Founded in Chicago in 1924, Grant Thornton LLP (Grant Thornton) is the U.S. member firm of Grant Thornton International Ltd., one of the world’s leading organizations of independent audit, tax and advisory firms. Grant Thornton has revenues in excess of $1.7 billion and operates 59 offices across the U.S., with more than 590 partners and 8,500 employees in the United States and at our Shared Services Center in Bangalore, India.

Grant Thornton works with a broad range of publicly- and privately-held companies, government agencies, financial institutions, and civic and religious organizations. Core industries served include consumer and industrial products, financial services, not-for-profit, private equity, and technology. Grant Thornton focuses on serving dynamic organizations that pursue growth holistically — whether through revenue improvement, leadership, mission fulfillment or innovation.

It is Grant Thornton’s policy to promote equal employment opportunities. All personnel decisions, including, but not limited to, recruiting, hiring, training, promotion, compensation, benefits and termination, are made without regard to race, creed, color, religion, national origin, sex, age, marital status, sexual orientation, gender identity, citizenship status, veteran status, disability or any other characteristic protected by applicable federal, state or local law.

Title: ETSI - ServiceNow Architect Exp. Manager - IT Service Management

Location: Virginia-Arlington

Requisition ID: 042655

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