SUMMARY OF POSITION:
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
Methods Machine Tools