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ServiceNow Solution Architect

Boston, Massachusetts Technology Job ID R14206

The opportunity:

As a ServiceNow Solution Architect you will be accountable for constructing sound, pragmatic, process design and contemporary technology solutions for current and emergent business needs within the context of, and in order to advance, the technology and business strategic framework. The position will require the ability to multi-task and work independently, as well as work collaboratively with teams, some of which may be geographically distributed.

The Impact:

  • Owns the solution or major components of the solution - actively steers its development, and manages any technical risk involved in its delivery
  • Involved in defining a technology capability and/or solution roadmap and determining transition states
  • Works with the Enterprise Architect and head of Strategy and Innovation for strategic direction (both conforming to, and helping to define)
  • Plays a key role as a growth/innovation driver and advocate for good design
  • Focuses on the overall architecture, design, build, and integration of solutions or platforms spanning multiple technical and/or business capability domains with significant cost / strategic implications where solution domain is highly complex
  • Understands business needs, concepts, and/or requirements are ambiguous, require definition and/or contain uncertain requirements that are likely to change, and/or require situational management of high technical delivery risk
  • Guides solutions that consist of unproven implementation technologies or multiple implementation techs at once within domains that experience rapid change

The Minimum Qualifications:

  • 8+ years of experience implementing capabilities and complex solutions in ServiceNow including development, design, and solution architecture.
  • 5+ years development experience in ServiceNow, capable of designing and implementing complex solutions.
  • 2+ years architecture experience implementing ServiceNow Modules and Capabilities
  • Hands-on experience working on ServiceNow projects is essential. This includes proficiency in scripting languages like JavaScript, Glide Script, knowledge of web technologies like SOAP, REST, JSON and Kafka.
  • Commanding knowledge of the ServiceNow platform and experience using Flow Designer and IntegrationHub to create automation solutions.
  • Knowledge of ServiceNow data model, including tables, fields, and relationships, is crucial for designing and customizing applications.
  • Skilled leading and/or participating in system design and architectural activities including technical requirement writing experience and ability to lead collaboration sessions for important design reviews and decisions.
  • Effective communication and problem-solving skills are important for this role. ServiceNow Solutions Architects need to work closely with stakeholders to gather requirements, recommend solutions and present platform architecture.
  • Strong problem-solving and troubleshooting skills, including the ability to diagnose and resolve complex technical issues.
  • Experience with Design Patterns and modeling tools, required to build architecture deliverables such as technology evaluations, Snapshots and Full Architecture documents
  • Excellent mentoring skills and the desire to contribute to efforts beyond the scope of the day-to-day project work.
  • Proven ability to provide technical leadership and guidance to less experienced team members.
  • Strong understanding and adherence to IT SDLC and operational best practices.
  • Capable of designing and implementing complex solutions with anyone of the following technologies: HTML, CSS, JavaScript as well as Cloud Native Services.
  • BA or BS degree in related field

The Ideal Qualifications:

  • Experience implementing HR Service Delivery and Integrated Risk Management modules in ServiceNow.
  • Experience in designing and developing custom ServiceNow applications, modules, and workflows to address unique business needs.
  • ServiceNow Admin and Application Developer certifications
  • Commitment to staying up to date with the latest ServiceNow updates, best practices, and new features through training, documentation, and ServiceNow community engagement.
  • A solid understanding of the principles of user centered design, which involves putting the needs, preferences, and behaviors of users at the forefront of the design process.
  • Knowledge of user authentication and authorization between multiple systems, servers, and environments.
  • Experience with request management process
  • CMDB and CSDM data modeling
  • ITIL Certification


Salary Range: $131,100.00-$172,000.00 Apply

MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply. Note: Veterans are welcome to apply, regardless of their discharge status.

If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.

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At MassMutual, we believe in the value of being together in our offices and in personal flexibility.

Our work environment is one where the majority of our team members work a hybrid schedule — working at least three days in the office (Tuesday, Wednesday and a third day) and the rest remotely, balancing flexibility with in-person collaboration. While the majority of our employees follow this hybrid model, some of our roles continue to be 100% on-site and others may be 100% remote, subject to business needs.

MassMutual is guided by a single purpose: We help people secure their future and protect the ones they love. As a company operated for the benefit of our members, policyowners and customers, we are defined by mutuality and our vision to put customers first. It’s more than our company structure – it’s our way of life. We are a company of people protecting people. Our company exists because people are willing to share risk and resources and rely on each other when it counts. At MassMutual, we Live Mutual.

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