ServiceNow Technical Advisor

United States, Georgia, Atlanta

Information Technology

14-May-2024

Ref #: 24829

LinkedIn Tag: LI-CM3

How you'll help us Keep Climbing (overview & key responsibilities)

Responsible for technical leadership across the ServiceNow Platform which may include:

• Application Architecture

• Technical Infrastructure

• Development Practices

• Discovery and Service Mapping Practices

• Decision Support

• Testing Practices

• Production Efficiencies

Ensure consistency and coherence to the defined Delta standards and guiding principles as well as the vendor best practices throughout the engineering/application life cycle of the platform. Accurately foresee organizational impact and understand the procedures associated with introducing new information or decision support technologies, while seeking ways to collaborate with other IT members to facilitate transitions. Provide technical expertise across the platform and to all levels of organization. Knowledge of the capabilities in the platform including what is available and which of those are currently in use and supported. Display strong teamwork and interpersonal skills to all levels of organization.

Responsibilities*:

• Provide technical leadership and guidance to process owners, the ITSM Tools team, HR Development team and stakeholders throughout the ServiceNow implementation lifecycle.

• Ensure that the Delta methodology, standards, and procedures are adopted and implemented.

• Understand project budget impact in line with business cases and consistently work towards improving margins.

• Collaborate with business stakeholders to understand requirements and translate them into technical solutions matching up to available capabilities in the ServiceNow platform.

• Work with the vendor and internal resources to set up and configure ServiceNow platform instances to complete POCs / POVs based on defined use cases / requirements provided by business stakeholders.

• Consult with project and Delta teams, other technology groups, outside vendors or consultants to ensure project and / or product integrity.

• Responsible for reviewing and approving changes, additions, and customizations to the ServiceNow platform coming from vendor patching, vendor upgrades, and internal development efforts.

• Keeps abreast of industry trends and product roadmaps through benchmarking, participation in professional associations, vendor documentation and communication channels, etc. to advise others of strategic technology direction.

• Advice/direction demonstrates deep knowledge and understanding of the business, non-functional requirements, and organizational and technical capabilities of the ServiceNow Platform.

• Contribute to and communicate ServiceNow Development and Engineering standards and procedures.

• Understand and apply the enterprise vision and strategy to the project solution while balancing tactical needs to deliver.

• Mentor and collaborate with the ITSM Tools team members and share best practices for ServiceNow development and architecture.

• Ensure the system maintains compliance with Delta's policies and procedures, including SOX, PCI, and data retention processes.

• Identify opportunities to optimize performance, scalability, and reliability of ServiceNow solutions.

• Conduct performance tuning, load testing, and capacity planning to ensure optimal performance under varying workloads.

• Implement best practices and provide guidance for ServiceNow instance management, including instance cloning, patching, and upgrades.

• Document technical designs, configurations, and implementation details for ServiceNow solutions based on completed POC / POV.

• Create and maintain technical documentation, including architecture diagrams, deployment guides, and standard operating procedures.

• Facilitate knowledge sharing sessions and training workshops to empower end-users and technical staff with ServiceNow expertise.

• Work with leadership team to maintain Delta’s 1-3 year product roadmap for the ServiceNow platform.

*Expected to work onsite 4 days per week with occasional weekends

*Limited travel less than 10%

Benefits and Perks to Help You Keep Climbing

Our culture is rooted in a shared dedication to living our values – Care, Integrity, Resilience, Servant Leadership, and Teamwork – every day, in everything we do. At Delta, our people are our success. At the heart of what we offer is our focus on Sharing Success with Delta employees. Exploring a career at Delta gives you a chance to see the world while earning great compensation and benefits to help you keep climbing along the way:

• Competitive salary, industry-leading profit sharing program, and performance incentives

• 401(k) with generous company contributions up to 9%

• Paid time off including vacation, holidays, paid personal time, maternity and parental leave

• Comprehensive health benefits including medical, dental, vision, short/long term disability and life benefits

• Family care assistance through fertility support, surrogacy and adoption assistance, lactation support, subsidized back-up care, and programs that help with loved ones in all stages

• Holistic Wellbeing programs to support physical, emotional, social, and financial health, including access to an employee assistance program offering support for you and anyone in your household, free financial coaching, and extensive resources supporting mental health

• Domestic and International space-available flight privileges for employees and eligible family members

• Career development programs to achieve your long-term career goals

• World-wide partnerships to engage in community service and innovative goals created to focus on sustainability and reducing our carbon footprint

• Business Resource Groups created to connect employees with common interests to promote inclusion, provide perspective and help implement strategies

• Recognition rewards and awards through the platform Unstoppable Together

• Access to over 500 discounts, specialty savings and voluntary benefits through Deltaperks such as car and hotel rentals and auto, home, and pet insurance, legal services, and childcare

What you need to succeed (minimum qualifications)

• 5 or more years of experience in ServiceNow Platform development

• 5 or more years of experience in ServiceNow Platform administration including cloning and upgrades

• 3 or more years of experience in ServiceNow Discovery and Service Mapping

• 3 or more years of experience in Agile development practices

• Proven experience in architecting and implementing ServiceNow solutions in enterprise environments.

• Strong Hands-on Experience in ServiceNow platform capabilities, including but not limited to ITSM, ITOM, HRSD, Field Service Mgmt, Employee Portal, Service Portal, and Automation and Integration Hub.

• Strong understanding of IT service management processes, ITIL framework, and industry best practices.

• Proficiency in JavaScript, XML, HTML, CSS, and other web technologies used in ServiceNow development.

• Excellent communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels of the organization.

• Being widely trusted, being seen as a direct, truthful individual, can present the unvarnished truth in an appropriate and helpful manner, keeps confidences, admits mistakes, and doesn’t misrepresent oneself for personal gain.

• Demonstrated ability to deliver quality work on multiple efforts on time and translate planning into action

• Consistently prioritizes safety and security of self, others, and personal data.

• Embraces diverse people, thinking, and styles.

• Possesses a high school diploma, GED, or high school equivalency.

• Is at least 18 years of age and has authorization to work in the United States.

What will give you a competitive edge (preferred qualifications)

• Current ServiceNow CSA Certification

• Current ServiceNow CAD Certification

• Current ServiceNow CIS – HR Certification

• Current ServiceNow CIS – ITSM Certification

• Current ServiceNow CIS – Service Mapping Certification

• Current ServiceNow CIS – Discovery Certification

• Current ServiceNow Certified Technical Architect

Delta Air Lines, Inc. is an Equal Employment Opportunity / Affirmative Action employer and provides reasonable accommodation in its application process for qualified individuals with disabilities and disabled veterans. If you are a qualified individual, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings through this site, apply for jobs through Delta’s online system, or at any point in the selection process. To request a reasonable accommodation, please click here