Roswell Park Comprehensive Cancer Center
Service Now Manager/Architect
Roswell Park Comprehensive Cancer Center, Buffalo, New York, United States, 14266
Service Now Manager/ArchitectCompany:
Roswell Park Comprehensive Cancer Center
Department:
Information Technology
Job Type:
Regular
Time Type:
Full time
Weekly Hours:
40
Shift:
First Shift (United States of America)
Salary:
$145,208 - $173,796 annually (includes a comprehensive benefits package)
Summary:
We are seeking a highly skilled ServiceNow Manager/Architect with deep expertise in platform design, configuration, and strategic oversight. This role will be responsible for managing and enhancing the ServiceNow environment, leading platform architecture initiatives, and supervising a ServiceNow Administrator. The ideal candidate will guide the strategic roadmap, ensure system reliability, and implement best practices to align the platform with organizational goals.
The ServiceNow Manager/Architect should have extensive experience with platform architecture, including the Common Service Data Model (CSDM) framework, and will oversee data integrity, compliance, and security protocols. The role also involves designing scalable workflows, optimizing asset management processes, and integrating with other ITSM tools and enterprise applications.
Additionally, the ideal candidate should have both a deep understanding of Service Desk workflows and experience with IT infrastructure, as they will frequently collaborate with IT Infrastructure managers and the Director of the Service Desk to ensure seamless integration and alignment across platforms and the environment.
Primary Duties:
Strategic Platform Management:
Develop a long-term strategic vision for the ServiceNow platform to align with organizational IT objectives. Oversee system health, scalability, and performance improvements.
Supervise ServiceNow Administrator:
Provide leadership, guidance, and mentorship to a ServiceNow Administrator, ensuring efficient task completion and adherence to best practices.
Architect and Maintain CMDB and CSDM:
Oversee the design, implementation, and maintenance of the Configuration Management Database (CMDB) and Common Service Data Model (CSDM) to support accurate and consistent data across the organization.
Manage Asset Management Processes:
Implement and oversee Hardware Asset Management (HAM) and Software Asset Management (SAM) processes to ensure asset tracking, compliance, and lifecycle optimization.
Design and Develop Solutions:
Architect customized applications, workflows, and configurations on the ServiceNow platform to address business requirements and improve service delivery.
Optimize and Oversee Integrations:
Supervise integrations between ServiceNow and other enterprise systems (e.g., Active Directory, JAMF, Intune, Microsoft Teams, O365) to ensure seamless interoperability and data flow.
Implement Security and Compliance Standards:
Establish and enforce security guidelines, conduct regular audits, and ensure compliance across the ServiceNow platform.
Continuous Improvement:
Lead initiatives to enhance platform functionality, streamline processes, and promote operational efficiency.
Develop and Maintain Service Catalog and Dashboards:
Ensure that the Service Catalog is up-to-date, user-friendly, and aligned with business needs. Create and oversee performance dashboards and reports for senior leadership.
Documentation and Knowledge Sharing:
Maintain comprehensive documentation of system architecture, customizations, workflows, and procedures. Facilitate end-user training and provide guidance on best practices.
Monitor and Optimize Performance:
Track platform performance metrics, troubleshoot issues, and make proactive adjustments to ensure reliability and minimize downtime.
Qualifications:Required Education and Experience:
Master’s degree and the equivalent of ten (10) years of full-time experience in computer system hardware, operating systems and software, enterprise networking or computer systems security as it relates to technology used at the organization; or
Bachelor’s degree and the equivalent of eight (8) years of full-time experience as a Senior Network Systems Specialist at Roswell Park Comprehensive Cancer Center; or
Bachelor’s degree and the equivalent of twelve (12) years of full-time experience in computer system hardware, operating systems and software, enterprise networking or computer systems security as it relates to technology used at the organization; or
Associates degree and the equivalent of fourteen (14) years of full-time experience in computer system hardware, operating systems and software, enterprise networking or computer systems security as it relates to technology used at the organization; or
High School Diploma or High School Equivalency Diploma and the equivalent of sixteen (16) years of full-time experience in computer system hardware, operating systems and software, enterprise networking or computer systems security as it relates to technology used at the organization.
Preferred Additional Qualifications:
IT Infrastructure Experience:
Familiarity with IT infrastructure components (e.g., servers, networking, databases, and storage) and the ability to collaborate effectively with IT Infrastructure managers.
Service Desk Experience:
Proven experience working with or in a Service Desk environment, with a strong understanding of incident, request, and problem management processes.
Leadership Skills:
Demonstrated experience in leading and mentoring IT staff, including junior administrators or other team members.
Certifications:
ServiceNow Certified Implementation Specialist or ServiceNow Certified System Administrator, or related ITIL certification.
Advanced Security Knowledge:
Strong understanding of IT security principles and experience implementing security best practices on enterprise platforms.
Equal Employment Opportunity StatementRoswell Park Cancer Institute Corporation (RPCIC) and Health Research Inc. (HRI) Roswell Park Division believe that all persons are entitled to equal employment opportunities, and we do not discriminate against our employees, applicants or job seekers because of their race, color, religion, sex, sexual orientation, gender identity or expression, national origin, creed, age, disability, pregnancy-related condition, military or veteran status, marital or familial status, domestic violence victim status, citizenship status, genetic information, individual’s relationship or association with a member of a protected category or any other protected group status as defined by law.
Reasonable Accommodation RequestRPCIC and HRI are committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the employment process, please email HR-PayAndBenefits@RoswellPark.org and let us know the nature of your request and your contact information.
Our Core ValuesRPCIC and HRI are committed to providing an environment where patients, families, employees and community are treated with courtesy and respect. We support an inclusive environment that nurtures the talents, skills and abilities of each individual to embody and reflect our core values: Innovation, Integrity, Teamwork, Commitment, Compassion and Respect.
About UsWelcome to Roswell Park Comprehensive Cancer Center, America's first cancer center founded in 1898 by Dr. Roswell Park. As one of the largest employers in Western New York, Roswell has over 3,300 employees, including over 200 physicians and scientists and 400 nurses. It’s a new era at Roswell Park.
Leading the way in cancer research, treatment and education for more than a century, today Roswell Park is setting our course for a second century of extraordinary advances in cancer research and treatment. Equipped with the best facilities, the sharpest and most creative minds, and the single objective of curing cancer, we stand on the threshold of historic discovery.
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Roswell Park Comprehensive Cancer Center
Department:
Information Technology
Job Type:
Regular
Time Type:
Full time
Weekly Hours:
40
Shift:
First Shift (United States of America)
Salary:
$145,208 - $173,796 annually (includes a comprehensive benefits package)
Summary:
We are seeking a highly skilled ServiceNow Manager/Architect with deep expertise in platform design, configuration, and strategic oversight. This role will be responsible for managing and enhancing the ServiceNow environment, leading platform architecture initiatives, and supervising a ServiceNow Administrator. The ideal candidate will guide the strategic roadmap, ensure system reliability, and implement best practices to align the platform with organizational goals.
The ServiceNow Manager/Architect should have extensive experience with platform architecture, including the Common Service Data Model (CSDM) framework, and will oversee data integrity, compliance, and security protocols. The role also involves designing scalable workflows, optimizing asset management processes, and integrating with other ITSM tools and enterprise applications.
Additionally, the ideal candidate should have both a deep understanding of Service Desk workflows and experience with IT infrastructure, as they will frequently collaborate with IT Infrastructure managers and the Director of the Service Desk to ensure seamless integration and alignment across platforms and the environment.
Primary Duties:
Strategic Platform Management:
Develop a long-term strategic vision for the ServiceNow platform to align with organizational IT objectives. Oversee system health, scalability, and performance improvements.
Supervise ServiceNow Administrator:
Provide leadership, guidance, and mentorship to a ServiceNow Administrator, ensuring efficient task completion and adherence to best practices.
Architect and Maintain CMDB and CSDM:
Oversee the design, implementation, and maintenance of the Configuration Management Database (CMDB) and Common Service Data Model (CSDM) to support accurate and consistent data across the organization.
Manage Asset Management Processes:
Implement and oversee Hardware Asset Management (HAM) and Software Asset Management (SAM) processes to ensure asset tracking, compliance, and lifecycle optimization.
Design and Develop Solutions:
Architect customized applications, workflows, and configurations on the ServiceNow platform to address business requirements and improve service delivery.
Optimize and Oversee Integrations:
Supervise integrations between ServiceNow and other enterprise systems (e.g., Active Directory, JAMF, Intune, Microsoft Teams, O365) to ensure seamless interoperability and data flow.
Implement Security and Compliance Standards:
Establish and enforce security guidelines, conduct regular audits, and ensure compliance across the ServiceNow platform.
Continuous Improvement:
Lead initiatives to enhance platform functionality, streamline processes, and promote operational efficiency.
Develop and Maintain Service Catalog and Dashboards:
Ensure that the Service Catalog is up-to-date, user-friendly, and aligned with business needs. Create and oversee performance dashboards and reports for senior leadership.
Documentation and Knowledge Sharing:
Maintain comprehensive documentation of system architecture, customizations, workflows, and procedures. Facilitate end-user training and provide guidance on best practices.
Monitor and Optimize Performance:
Track platform performance metrics, troubleshoot issues, and make proactive adjustments to ensure reliability and minimize downtime.
Qualifications:Required Education and Experience:
Master’s degree and the equivalent of ten (10) years of full-time experience in computer system hardware, operating systems and software, enterprise networking or computer systems security as it relates to technology used at the organization; or
Bachelor’s degree and the equivalent of eight (8) years of full-time experience as a Senior Network Systems Specialist at Roswell Park Comprehensive Cancer Center; or
Bachelor’s degree and the equivalent of twelve (12) years of full-time experience in computer system hardware, operating systems and software, enterprise networking or computer systems security as it relates to technology used at the organization; or
Associates degree and the equivalent of fourteen (14) years of full-time experience in computer system hardware, operating systems and software, enterprise networking or computer systems security as it relates to technology used at the organization; or
High School Diploma or High School Equivalency Diploma and the equivalent of sixteen (16) years of full-time experience in computer system hardware, operating systems and software, enterprise networking or computer systems security as it relates to technology used at the organization.
Preferred Additional Qualifications:
IT Infrastructure Experience:
Familiarity with IT infrastructure components (e.g., servers, networking, databases, and storage) and the ability to collaborate effectively with IT Infrastructure managers.
Service Desk Experience:
Proven experience working with or in a Service Desk environment, with a strong understanding of incident, request, and problem management processes.
Leadership Skills:
Demonstrated experience in leading and mentoring IT staff, including junior administrators or other team members.
Certifications:
ServiceNow Certified Implementation Specialist or ServiceNow Certified System Administrator, or related ITIL certification.
Advanced Security Knowledge:
Strong understanding of IT security principles and experience implementing security best practices on enterprise platforms.
Equal Employment Opportunity StatementRoswell Park Cancer Institute Corporation (RPCIC) and Health Research Inc. (HRI) Roswell Park Division believe that all persons are entitled to equal employment opportunities, and we do not discriminate against our employees, applicants or job seekers because of their race, color, religion, sex, sexual orientation, gender identity or expression, national origin, creed, age, disability, pregnancy-related condition, military or veteran status, marital or familial status, domestic violence victim status, citizenship status, genetic information, individual’s relationship or association with a member of a protected category or any other protected group status as defined by law.
Reasonable Accommodation RequestRPCIC and HRI are committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the employment process, please email HR-PayAndBenefits@RoswellPark.org and let us know the nature of your request and your contact information.
Our Core ValuesRPCIC and HRI are committed to providing an environment where patients, families, employees and community are treated with courtesy and respect. We support an inclusive environment that nurtures the talents, skills and abilities of each individual to embody and reflect our core values: Innovation, Integrity, Teamwork, Commitment, Compassion and Respect.
About UsWelcome to Roswell Park Comprehensive Cancer Center, America's first cancer center founded in 1898 by Dr. Roswell Park. As one of the largest employers in Western New York, Roswell has over 3,300 employees, including over 200 physicians and scientists and 400 nurses. It’s a new era at Roswell Park.
Leading the way in cancer research, treatment and education for more than a century, today Roswell Park is setting our course for a second century of extraordinary advances in cancer research and treatment. Equipped with the best facilities, the sharpest and most creative minds, and the single objective of curing cancer, we stand on the threshold of historic discovery.
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