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Xerox ServiceNow Architect - - 23033 in CARY, North Carolina

ServiceNow Architect at created 8-Oct-2020"/>

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ServiceNow Architect

General information

Department: IM Service Delivery

Date: Thursday, October 8, 2020

Working time: Full-time

Ref#: 20009744

Job Level: Individual Contributor

Job Type: Experienced

Job Field: IM Service Delivery

Description & Requirements

Xerox (NYSE: XRX) makes every day work better. We are a workplace technology company, building and integrating software and hardware for enterprises large and small. As customers seek to manage information across digital and physical platforms, Xerox delivers a seamless, secure and sustainable experience. Whether inventing the copier, the ethernet, the laser printer or more, Xerox has long defined the modern work experience. Learn more at and explore our commitment to diversity and inclusion. at

As a key member of the IT Global Operations ITSM team, you will use your ServiceNow experience to influence optimal solution design and partner with representatives from internal production support towers, business stakeholders, and external vendors to mature our processes and ServiceNow implementation. Our global ITSM processes, platform and monitoring tools need to be configured to reflect our end to end service management operations strategy which should deliver quick insight and a prioritized response to business impacting events. Strong working knowledge of the CMDB/CSDM and how it supports ITSM processes is important to the expansion and enrichment of this strategic platform for Xerox.


  • Contribute to the evolution of our enterprise architecture by sharing knowledge of how the ServiceNow CMDB/CSDM and ITSM platform can be configured to meet strategic business needs.

  • Drive solutions that align with strategic and tactical business needs and satisfy our technical architecture standards and overall enterprise vision.

  • Assist our ITSM extended team in translating business requirements into technical specifications.

  • Guide/consult in the adoption of new ServiceNow functionality and support planned releases, new modules, and integrations.

  • Identify and define business solutions for users; assist ITSM extended team in translating business requirements into technical specifications

  • Guide/consult in the adoption of new ServiceNow functionality and support planned releases, new modules, and integrations.

  • Partner with Platform Owners, ITSM team, and stakeholders to increase value by utilizing the platform feature entitlements and to accelerate delivery of new features.

  • Serve as technical focal for shared services tools and integrations to keep the environment optimized in support of a streamlined service management through collaboration with tool experts

Personal Traits:

  • Passionate, self-motivated leader who strives for excellence

  • Inquisitive nature and ability to challenge status quo, sees the value of change, and can influence others

  • Draws from the experience of the team to make informed decisions and solve problems

  • Instinctive nature to anticipate needs and adjust priorities with limited direction/oversight


  • Proven experience with ITSM modules, service mapping, and strong working knowledge of CMDB/CSDM.

  • 7+ years of experience supporting/implementing ServiceNow at an enterprise level.

  • ITIL Foundations or any ITIL certifications

  • 7+ years of experience with ServiceNow ITSM (recent experience with current releases London through Paris preferred)

  • Experience with deploying Service Mapping, ITOM suite, or other suites

  • Strong understanding of Change Management, Incident Management, Configuration Management, and Release Management as it relates to ITIL

  • Strong written and verbal skills

  • Ability to communicate technical concepts to non-technical audience and business requirements to technical support staff.

Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. Learn more at at and explore our commitment to diversity and inclusion! at People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to Be sure to include your name, the job you are interested in, and the accommodation you are seeking.

© 2020 Xerox Corporation. All rights reserved. Xerox® and Xerox and Design® are trademarks of Xerox Corporation in the United States and/or other countries.


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