IT Service Management Architect - Remote - GXO Enterprise Services LLC

At GXO, we're constantly looking for talented individuals at all levels who can deliver the caliber of service our company requires. You know that a positive work environment creates happy employees, which boosts productivity and dedication. On our team, you'll have the support to excel at work and the resources to build a career you can be proud of.

As the IT Service Management Architect, you will be responsible for architecting robust solutions leveraging the ServiceNow platform to streamline IT Service Management processes. With expertise in Application Performance Management (APM) and monitoring Solutions, you will play a pivotal role in architecting, implementing, and maintaining monitoring tools such as App Dynamics, Dynatrace, SolarWinds, and open-source tools. Your expertise will ensure the seamless integration of these tools with ServiceNow, enhancing the organization's overall IT service delivery and performance monitoring capabilities. You will also oversee the integration of ServiceNow with Jira, enhancing ITSM process flow between the tools. In addition, you will oversee integrations between ServiceNow and Google Cloud services.

Pay, benefits and more.

We are eager to attract the best, so we offer competitive compensation and a generous benefits package, including full health insurance (medical, dental and vision), 401(k), life insurance, disability and more.

What you'll do on a typical day:

• Architect robust solutions involving ServiceNow, monitoring tools, and Jira to meet the IT Service Management needs of clients.
• Collaborate with stakeholders to gather requirements and translate them into technical solutions.
• Integrate ServiceNow with monitoring tools such as App Dynamics, Dynatrace, SolarWinds, and open-source tools to enable proactive monitoring and incident management.
• Integrate ServiceNow with Google Cloud services to facilitate seamless automation and orchestration of IT processes.
• Implement integrations between ServiceNow and Jira for effective collaboration and issue tracking.
• Provide recommendations for improvement of monitoring tools to log and alert on abnormal conditions of performance and availability.
• Have an excellent understanding of application, database, and hybrid cloud infrastructure architectures and the elements involved in providing application services that are highly available.
• Work collaboratively with the owners of ServiceNow, Jira, and other platforms to develop roadmaps for integration and improved service processes.
• Lead the architecture and implementation of integration of Google Cloud services with ServiceNow workflows.
• Evaluate, recommend, and implement best practices for IT Service Management processes.
• Provide technical leadership and guidance to development teams throughout the implementation lifecycle.

At a minimum, you'll need:

• Bachelor's degree in computer science, Information Technology, or related field or equivalent work experience
• 4 years of experience as an ITSM or similar role with a focus on architecting solutions on ServiceNow
• Extensive experience with commercial monitoring tools such as Solarwinds, App Dynamics, and Dynatrace.
• Proficiency in integrating ServiceNow with APM monitoring tools and other third-party systems.
• Experience with Google Cloud Platform (GCP) and its services, particularly in integration with ServiceNow.
• Familiarity with Atlassian Jira and its integration capabilities with ServiceNow.
• Strong understanding of IT Service Management processes and frameworks (ITIL).

• Experience with open-source monitoring tools such as Prometheus, Elastic, and Grafana is a plus.
• ITSM certifications such as ITIL or in technologies such as ServiceNow, Google Cloud, Monitoring, and Jira are preferred.
• Excellent communication skills and ability to collaborate effectively with cross-functional teams.
• Strong analytical and problem-solving abilities.

GXO is a leading provider of cutting-edge supply chain solutions to the most successful companies in the world. We help our customers manage their goods most efficiently using our technology and services. Our greatest strength is our global team - energetic, innovative people of all experience levels and talents who make GXO a great place to work.

We are proud to be an Equal Opportunity/Affirmative Action employer. Qualified applicants will receive consideration for employment without regard to race, sex, disability, veteran or other protected status.

GXO adheres to CDC, OSHA and state and local requirements regarding COVID safety. All employees and visitors are expected to comply with GXO policies which are in place to safeguard our employees and customers.

All applicants who receive a conditional offer of employment may be required to take and pass a pre-employment drug test.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed. Review GXO's candidate privacy statement here.