Service Operations Architect

Methods Machine Tools Sudbury , MA 01776

Posted 2 months ago


The Service Operations Architect is a key member of the field team and is responsible for the overall design, implementation, maintenance and evolution of the field service applications and tools. The Service Operation Architect works as a team member along with the Project Managers, Technical Architect and key members of other organizations to deliver the complete solution to the field service team that empower them to perform service accurately, quickly and efficiently.


  • Participate in process flow analysis and process redesign along with the Project Manager and Service Managers to understand needs and requirements

  • Develop new workflows and customization in field service tool

  • Produce and maintain standardized reporting for company wide consumption

  • Share best practices and be consultative throughout the technical design of the project

  • Produce a detailed functional design document to match requirements

  • Co-team with the Technical Architect to produce a technical specification for custom development and systems integration requirements

  • Participate in internal projects as required

  • Maintain current ServiceNow knowledge through self-study and utilization of available training

  • Administer rights and privileges in Field Service Tool

  • Work with Field Service Tool vendors and consultants to maintain licensing and modify configuration and upgrade software as needed.

  • Work with other teams (production, parts) to maintain map of data architecture and understand sources in order to assume the service teams have access to the data they need.

  • Architect, manage and maintain field service tool knowledgebase

  • Develop training plans, reporting and processes to insure proper system usage compliance

  • Maintain standard terminology and definition for system.


  • Experience with ITSM/Field Service software

  • Strong presentation and communication skills

  • Self-starter with an ability to gain consensus and drive a project forward

  • Ability to understand business requirements and convert them into solution designs

  • Knowledge of web-based systems architecture, service-based architecture, enterprise application architecture as well as experience managing expectations and priorities.

  • Good judgment and pragmatic approach to delivering a solution that optimizes architecture activities across company needs, business constraints and technological realities

  • Should have participated in, and be familiar with project methodologies

  • 5-7 years of relevant experience in professional services or customer support operations

  • 3-6 years of ITSM/Field Service systems integration and/or implementation experience

  • Solutions consulting experience

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Service Operations Architect

Methods Machine Tools