principal architect - ServiceNow
Starbucks Support Center
- IT
- Full-time
- ServiceNow architect
- enterprise architecture
- ITSM
Principal Architect - ServiceNow leads global architecture strategy, design, and governance for ServiceNow and AWS Connect across contact centers and IT service management. The role develops enterprise roadmaps, drives solution design and policies, oversees architecture artifacts, and partners with product and business stakeholders to deliver scalable, best-practice platforms. It also mentors architects, conducts proofs-of-concept, and ensures alignment of multi-domain initiatives with business value and security requirements.
Job Summary and Mission
As a principal architect within Starbucks Technology, you lead the global architecture development for ServiceNow. This role supports our multiple Contact Centers and IT Service Management for ServiceNow and AWS Connect. ServiceNow is a growing platform that is expanding in capabilities and geographies. This principal architect will lead this capability area and will be accountable for the conversion of business need into architectures and designs. This role will lead the development of best practices, process improvement, and champion architecture principles for global IT within the ServiceNow platform. This role with partner closely with the principal product manager to lead and drive the business needs and user experiences across our partners, customers, and agents to deliver best in class services, while building out a global enterprise platform.
Summary of Key Responsibilities
Future State Planning and Road-mapping
- Develops multi domain and enterprise-based capability views, strategies, architectures and roadmaps for business and technology capabilities
Advise functional and technology leaders within domains in defining priorities, key initiatives, and organizational alignment to support making informed business decisions - Evaluate industry and technology trends, determine applicability to Starbucks and translate into Starbucks specific strategies, plans, models, principles, architectures and design
Concept and Business Case Development
- Partners with business capability and technology service owners across domains and the enterprise to develop a concept from ideation through business case
- Assesses the value and impact of concepts and emerging technologies by leading opportunity assessments and proofs-of-concept thru partnership with stakeholders across multiple domains and enterprise programs
- Assist in development of proposals for enterprise strategy development based on environmental analysis, opportunity identification, value cases, and risk
Solution Design and Facilitation
- Partner with leadership to assess business case for readiness for design across multiple domains and the enterprise
- Facilitate architectural design and on-going change request approvals for programs across multiple domains
- Manage program and architectural interdependencies between programs across multiple domains and the enterprise
- Facilitating the understanding and adoption of the solution architectures with the capability and service teams
- Maintain architecture artifacts across the business, information, technology, and security architectural domains
Policy Definition and Governance
- Evaluate technology and business changes across multiple domains and enterprise programs for policy impacts
- Govern enterprise solution architectures against defined principles, policies, and reference architectures
- Prepares, champions and educates client groups and team on changes in policies and practices across multiple domains and enterprise programs
Managing Teams
- Develops partners indirectly thru coaching and mentoring
- Assist in development of strategic and operational plans for the work group architect principal Starbucks Confidential
- Supports EA managers in promoting a successful attitude, confidence in leadership, and teamwork
Domain Proficiency
- Demonstrate functional and business knowledge for multiple domain and enterprise context in support of ServiceNow
- Act as a subject matter expert and provide consulting, guidance, and recommendations on ServiceNow and AWC Connect
- Continuous development of domain knowledge in both the industry and the Starbucks enterprise
Leadership
- Demonstrates accountability, makes timely and appropriate decisions on programs and multiple domains
- Takes calculated risks and challenges the status quo on programs and across multiple domains
- Develops partnerships and influences others both directly and indirectly
- Motivate and collaborate to create a team environment and enable team-based fulfillment of objectives
- Provides coaching, direction and leadership support to team members in order to achieve partners, business and customer results
Basic Qualifications
- Overall IT experience – 10+ years
- Strategic planning - 4 years
- ServiceNow development & architecture – 7+ years
- Experience with all or most of the following services: ITSM, ITAM, ITOM, CSM, HRSD, FSM, Now Assist, SPM, Integration Hub
- Variety of technical environments, Systems/ application development experience
- Functional and Systems modeling
- Indirect People Development
- Business process and System design
- Financial analysis & business planning
- Running technology proof-of-concepts
Preferred Qualifications
Architectural Thinking
- Develop concepts across multiple domains and the enterprise from strategic concepts to detailed logical views
- Utilizes perception, creativity, transformational ideas, system thinking, and organizing techniques in their work
- Develops the business case ("why"), conceptual model and vision ("what") , logical model and other artifacts ("How") for multiple domains and the enterprise by creating alignment and capturing context by considering multiple factors including points of value, risk, opportunities, conditions, themes, and gaps
- Validate physical models developed by engineering teams have translated the logical models and their relationships in a way consistent with desired goals and outcomes
- Demonstrate a bias for action and apply iterative thinking and approach
- Actively contribute to the maturation of the architecture practice through the development of architecture principles, policies, reference artifacts and reusable patterns
Interpersonal Skills
- Build and maintains influential working relationships at all levels and across the enterprise Starbucks Confidential
- Contributes to a positive team environment by actively promoting a positive, respectful work environment
- Demonstrates effective behaviors to communicate and work with others • Actively engage and create learning experiences
- Continuously seeks to understand and create value from the customers perspective
- Demonstrates flexibility and adapts approach and interpersonal style to best meet the needs of the individual customer
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
We are committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. We believe that enables us to better meet our mission and values while serving customers throughout our global communities. People of color, women, LGBTQIA+, veterans and persons with disabilities are encouraged to apply.
Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal state and local ordinances. Starbucks Corporation is committed to offering reasonable accommodations to job applicants with disabilities. If you need assistance or an accommodation due to a disability, please contact us at applicantaccommodation@starbucks.com.
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