ServiceNow Solution Architect

Requisition 39412:
Service Now Solution Architect

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We look forward to learning about you.

Norfolk Southern offers a unique opportunity to be part of our proud legacy that spans nearly 200 years. We are a customer‑centric, operations‑driven team dedicated to advancing safety, serving communities, and driving innovation for tomorrow's rail. As part of Norfolk Southern, you'll join a collaborative team where there are opportunities for growth across the organization. We are building a culture where everyone can thrive by owning and driving exceptional results, being humble and leading with trust, serving our customers with excellence, and collaborating and coaching to win.

Norfolk Southern is seeking a qualified professional Service Now Solution Architect. The ideal candidate should have the extensive technical experience and background of contribution, advanced development skills in driving platform governance, and strategic planning. In addition, this range of support includes, but is not limited to, currently deployed Service Now application enhancements, implementation of additional Service Now applications, third‑party application enhancement and implementation, application integrations, upgrades, development team oversight, and day to day operational activities.

This individual must be a collaborative, innovative, self‑starting team player with the ability to drive continual service improvements with a keen eye toward industry best practices. The candidate will be expected to optimize existing and future capabilities with a service‑oriented approach, ensuring fluid and agile deliveries leveraging an extensive background in maturing overall service management practices. This position also requires the skills necessary to be a technical leader who documents the overall platform design and helps to analyze the impact of new requirements.

This candidate will be expected to work onsite 3 days per week and work remotely 2 days per week.

• Provide overall governance of the configuration and development of the Service Now platform as completed by multiple suppliers on an ongoing basis.
• Ensures platform alignment with business and IT strategies.
• Provides consultative technical leadership to the platform team, management, and senior leadership.
• Creates and maintains a detailed documentation including platform architecture, technical design, and implementation details, and support details.
• Provides enterprise‑wide technical architecture and implementation strategy for the Service Now platform.
• Provides enterprise‑wide technical architecture for systems used to support the IT Service Management governance and operations to ensure the correct technical solutions are used when delivering business solutions in reduction of technical debt and best fit for purpose use of products.
• Works closely with enterprise architecture team and product owners to ensure alignment with business needs and NS architecture practices.
• Drives standards and best practices for Service Now development and platform management to ensure the ongoing health of the Service Now platform.
• Provides peer review of design, code, and solution for configuration and development efforts to ensure compliance with standards.
• Ensure all work adheres to the processes, policies and best practices for development and the platform for NS and Service Now.
• Demonstrates a strong background in designing platform governance, ensuring development team alignment, and ensuring that priority demands are effectively executed, alongside the development team, product owner, and SCRUM master.
• Contributes to the design, development, and maintenance of all application features and functions, ITSM, ITOM, HAM, Automation Engine, Vulnerability Response,…