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Service Management System Architect

Job ID: 2018822
Location: SAN ANTONIO, TX, United States
Date Posted: Jan 12, 2021
Category: Engineering and Sciences
Subcategory: Solutions Archt
Schedule: Full-time
Shift: Day Job
Travel: Yes, 10 % of the Time
Minimum Clearance Required: Secret
Clearance Level Must Be Able to Obtain: None
Potential for Remote Work: No
Benefits: Click here

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Job Description


SAIC is seeking a Service Management System (SMS) Implementation Architect (SMSIA) for a potential federal health program in San Antonio, TX. 


The SMSIA will manage and maintain all aspects of the customers SMS using industry best practices.  The SMSIA will analyze all existing SMS tools, propose changes and participation in vetting of proposed changes affecting the SMS.  The SMSIA will support the establishment and enforcement of strict security standards regarding the SMS based on industry standards.  The SMSIA will manage all aspects of patching and upgrade activity, custom development and the establishment of interfaces of various business systems that comprise the SMS.  The SMSIA is responsible for developing and maintaining system integrations and components, including but not limited to; application to application integrations, services, internal and external API, file transfer, and EDI and SQL queries. The SMSIA is fully responsible for participating in requirements analysis and decomposition, design, development, internal testing, and the documentation of same for the application-application integrations. Primary responsibilities will also include troubleshooting existing integrations and providing technical support to the application development team. The SMSIA will play a technology leadership role, collaborating with business product owners on prioritized initiatives, to provide consultative design, create development requirements, and ensure solution deliverables align to the platform strategy and governance.



Primary Objectives & Responsibilities

  • Define systems strategy, develop systems technical requirements, design and prototype testing, and define support procedures, plus implement workable business solutions with a focus on enterprise workflow automation

  • Provide solutions to complex business problems

  • Translate business requests into application system solutions.

  • Analyze system user requirements to define and design system interfaces, enhancements, and/or modifications

  • Work closely with the business and functional teams regarding the viability of business requirements and the potential impact

  • Support the implementation and migration of projects.

  • Deliver business transformation through disruptive technology innovation

  • Serve as SMS SME to technology and business partners, as well as junior developers/admins

  • Lead change and innovation - pursue opportunities to adopt new technologies and drive adoption to enhance business outcomes - drive and mange high-quality execution across organizational lines



Knowledge, Skills, and Abilities

  • Strategic Perspective – Needs to keep overall objectives and strategies in mind

  • Ability to understand, design, and build complex business workflows

  • Strong communication skills and ability to lead scrum teams

  • Demonstrated ability to think strategically and operationally

  • Demonstrated analytical problem-solving skills

  • Expertise with problem solving methodologies, root cause analysis and process improvement frameworks

  • Demonstrated ability to manage indirect teams, including members who may be senior in rank

  • Demonstrated ability to understand complex business problems and create initiatives to support solutions and compliance

  • Demonstrated capacity to become "expert" in new topics and disciplines quickly

  • "Self-starter" attitude with the ability to excel in dynamic work environment

  • Strong oral communications

  • Strong written communications

  • Strong facilitation skill set

  • Strong executive presentation skill set, including ability to develop and deliver executive-level presentations

  • Demonstrated ability to motivate, influence and gain commitment from stakeholders

  • Demonstrated ability to effectively build relationships with customers and co-workers

  • Demonstrated interpersonal skills and ability to get along well with a variety of personalities and individuals

  • Demonstrated customer orientation and ability to take care of the customers' needs while following company procedures

  • Demonstrated decision making skills and ability to make critical decisions while following company procedures

  • Experience successfully working under pressure and ability to complete assigned tasks under stressful situations


TYPICAL EDUCATION AND EXPERIENCE: Bachelors and nine (9) years or more experience; Masters and seven (7) years or more experience ; PhD or JD and four (4) years or more experience.





  • 8+ years of successfully delivering a Service Management System in a complex, enterprise environment

  • 5+ years of ServiceNow development and administration experience

  • Strong hands-on experience with enterprise data integration, ETL processes and traditional 9 and modern

  • Ability to capture complex requirements and create high level architectural designs, and build Epic/Story backlog to execute the design

  • Strong understanding of scoped applications and custom application development

  • Experience building custom business rules, script includes, widgets, macros and other advanced development functions

  • Experience managing multiple instance landscapes and release management

  • Proficient in the following languages: JavaScript, HTML, CSS, AngularJS

  • ServiceNow integration, automation, and workflows; Creation and modification of various Access Controls (ACL's), Business Rules, Scripting, Ajax Query, Jelly Scripts, UI Actions and UI Policies

  • ServiceNow Developer Certification

  • Bachelor’s degree required

  • Must be a US Citizen

  • Able to obtain a security clearance







SAIC is a premier technology integrator solving our nation's modernization and readiness challenges. Our offerings across defense, space, civilian, and intelligence markets include high-end solutions in engineering, IT, and mission outcomes. We integrate the best components from our portfolio with our partner's ecosystem to deliver innovative and effective solutions. We are 25,500 strong; driven by mission, united by purpose, and inspired by opportunities. Headquartered in Reston, VA, SAIC has annual revenues of nearly $7.1 billion. For information, visit or Working at SAIC for benefits details. SAIC is an Equal Opportunity Employer empowering people no matter their race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or veteran status. We strive to create a diverse, inclusive and respectful work culture that values all.

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