ServiceNow ITAM Architect

SailPoint, the industry leader in Identity Security, is looking for an experienced ServiceNow ITAM Architect to join our cross-functional Service Management team. This individual will be a key team member in our growing and impactful organization as SailPoint continues to scale globally as the industry leader in Identity Security. This position will report directly to our Sr. Manager of Service Management and will work on our ServiceNow AI platform, supporting ServiceNow solution design, custom development, and platform enhancements for technology workflows across the ServiceNow AI platform.

The ServiceNow ITAM Architect will have at least 5 years of experience implementing, configuring, and managing the ServiceNow platform and have strong domain expertise in ITAM, and ITOM. This candidate should have a mastery of ServiceNow ITAM processes, have technical leadership experience in executing an enterprise asset strategy and possess proven ServiceNow ITAM implementation skills.

Candidates must have hands on ServiceNow development experience building outcome-focused solutions for large-scale enterprise(s), aligned to leading practices.

As the ServiceNow ITAM Architect, you will lead and guide our ITAM modules (HAM & SAM) roll-out focused on centralizing our enterprise asset inventory and establishing a governance control plane in our ServiceNow AI platform. The job is responsible for creating innovative solutions in a constantly-changing business environment, and ensuring solution delivery aligns to technical governance policies (in partnership with our ServiceNow architects). Expect to work in cross-functional teams across IT, Cybersecurity, Legal, Finance, and Risk & Compliance in support of the company’s ServiceNow platform operations and strategy.

Your primary focus will be leading the ITAM domain on the ServiceNow AI platform as prioritized by the platform owner, business leaders and architects within the unified platform roadmap and strategy. You will serve as a trusted advisor in the ITAM domain interfacing with internal customers to deliver outcomes, as well as transform requirements into fully functional cross-modular solutions within the ServiceNow AI platform. This includes building fit-for-purpose Service Management solutions to optimize processes and procedures with AI/automation, modern/intuitive interfaces within Service Portal and workspaces, actionable dashboards, integrations with existing data sources and tools, and more.

The successful candidate will have a passion for ServiceNow as the AI workflow engine of the business, be obsessed with customer service, and have a desire to see continued expansion/adoption of the ServiceNow platform across the organization. Come make your mark in a high energy environment at one of the most consistently highest rated “best places to work” in Austin over the past 13 years!

This is a full-time remote position based in the US. We do include an in-person interview as part of our process.

Job Responsibilities

Including, but not limited to:

• Contribute to the ServiceNow AI platform roadmap and strategy

• Lead the outcome-focused delivery of ServiceNow ITAM capabilities

• Enforce technical governance policies (platform engineering and development standards)

• Manage ServiceNow code quality control processes

• Work collaboratively with our ITOM & CMDB experts, infrastructure teams, and vendor(s)

• Serve as our ITAM expert across ServiceNow AI platform delivery and AI-powered self-service workflows

• Lead workshops, tech solutioning, development, and unit testing for ITOM Discovery and/or Service Mapping and/or ITAM HAM Pro / ITAM SAM Pro

• Provides input and sign off on solution design for complex features

• Advocate for ServiceNow as the AI digital front door and enterprise asset management platform

• Design, develop, and deploy ServiceNow ITAM features (HAM & SAM)

• Set up On-premise and SaaS provider integrations to 3rd party asset applications (e.g., MS Office, Adobe Cloud, SCCM/InTune/Entra, Tanium, Jamf, etc.)

• Execute discovery runs to ensure like-for-like functionality and validate data collection

• Create and utilize reports and dashboards to demonstrate current and historical usage

• Assist with configuring content libraries, SCCM, InTune, Entra, Tanium and Jamf Service Graph Connectors

• Load, manipulate and maintain enterprise asset data between ServiceNow and other systems

• Monitor health, usage, and overall compliance of ServiceNow and its integrated applications

• Configure and customize platform components and extend ServiceNow functionalities using UI builder, portal designer, client/server-side scripting, UI policies, business rules, and Flow Designer (aka Workflow Studio).

• Collaborate with architects, product owners, and internal customers to understand requirements and deliver high-quality technical solutions on time.

• Support the team in managing operational work: tier-2 support and troubleshooting for ServiceNow incidents and operational requests, along with administration functions such as managing users, workflows, tables, and data

• Performs access reviews, conducts compliance activities, and serves as delegate for administrative processes

• Collaborate with architects, product owners, and internal customers to understand requirements and deliver high-quality technical solutions on time.

• Use a systematic approach and a wide breadth of ServiceNow platform knowledge to troubleshoot, identify, and solve technical issues

• Utilize tools to regularly monitor and analyze system performance, perform regular maintenance, and proactively take corrective actions as necessary to ensure platform reliability

• Responsible for defining requirements, designing workflows, participating in all build/configuration, testing, and implementation activities, as well as analysis and troubleshooting to meet specifications of a project or service request

• Monitors and employs source code control techniques and configuration management to ensure configuration is consistent across development and production environments

• Ensure application meets SailPoint security standards and best practices

• Investigate and advise on new features released by ServiceNow and what impact they could have on current processes

• Use scripting tools and ServiceNow functionality to create scripts that automate repetitive tasks

• Tailor user interfaces to improve the overall user experience of ServiceNow, leveraging UI builder and custom HTML/CSS/Javascript when necessary

Required Experience and Skills

• At least 5 years hands on experience with ServiceNow development and administration with a focus on the ITAM domain

• Proven experience in implementing CMDB/CSDM, ServiceNow Discovery, HAM and SAM

• Current implementation specialist certifications for ServiceNow Discovery, HAM, and/or SAM, along with a System Administrator certification

• Strong ITIL methodology competency

• Builds great user experiences across the following UIs: Service Portal, Workspaces, Next Experience core UI, and UI pages

• Ability to perform “pro-code” development with a foundational knowledge of Glide APIs and platform-related programming languages (JavaScript, AngularJS, Python, etc.)

• Strong understanding of ServiceNow platform data model

• Demonstrated skills associated with software design, modification, implementation and deployment, including object-oriented development concepts

• Understanding of technical governance, key design patterns and large data volume limitations and best practices

• Skilled at analyzing and mapping complex business processes to technical solutions, while identifying opportunities for business process re-engineering

• Experience with QA methodologies (usability testing, performance testing, automated testing, test scripts, test cases and test plans)

• Integration experience using REST APIs, IntegrationHub, and/or MID Server

• Familiarity with the continuous delivery model and agile development processes

• Experience using collaboration tools such as Microsoft Teams, Slack and Confluence

• A particular desire to continually study new technologies and functionality, as well as be involved in projects that push the capabilities of existing technologies

• Must have a high focus on user experience with a propensity for incorporating modern design trends into solution design

• Truly enjoys delivering Enterprise Service Management solutions and a strong desire to see the continued acceptance and success of those solutions at SailPoint

• BS Computer Science, Engineering, or equivalent experience

Preferred Skills

• ArchX (Architecture Excellence) and/or Certified Technical Architect designation is a huge plus

• Exposure to other ServiceNow modules like Performance Analytics, AI Control Tower, and GRC is a plus

Base salaries for employees based in other locations are competitive for the employee’s home location.

Benefits Overview

1. Health and wellness coverage: Medical, dental, and vision insurance

2. Disability coverage: Short-term and long-term disability

3. Life protection: Life insurance and Accidental Death & Dismemberment (AD&D)

4. Additional life coverage options: Supplemental life insurance for employees, spouses, and children

5. Flexible spending accounts for health care, and dependent care; limited purpose flexible spending account

6. Financial security: 401(k) Savings and Investment Plan with company matching

7. Time off benefits: Flexible vacation policy

8. Holidays: 8 paid holidays annually

9. Sick leave

10. Parental support: Paid parental leave

11. Employee Assistance Program (EAP) and Care Counselors

12. Voluntary benefits: Legal Assistance, Critical Illness, Accident, Hospital Indemnity and Pet Insurance options

13. Health Savings Account (HSA) with employer contribution

SailPoint is an equal opportunity employer and we welcome all qualified candidates to apply to join our team.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category protected by applicable law.  

Alternative methods of applying for employment are available to individuals unable to submit an application through this site because of a disability. Contact [email protected] or mail to 11120 Four Points Dr, Suite 100, Austin, TX 78726, to discuss reasonable accommodations.  NOTE: Any unsolicited resumes sent by candidates or agencies to this email will not be considered for current openings at SailPoint.