Global IT Process Architect - ServiceNow ITSM

Location: Bucharest, Romania

Working Arrangement: Hybrid
Visa Sponsorship:  No
Relocation Assistance: No

The Opportunity:

The Global IT Process Architect - ServiceNow ITSM is a technical position requiring entry-intermediate level planning & administration of IT services, applications, systems, components & integrations. This role requires development of object-oriented code for data extract/transform/load (APIs, SQL), integration, automation, & web UIs. Incumbents must be able to think logically/conceptually about business, technical & data requirements, and effectively communicate, non-technically, with IT staff and customers.
This role may be a primary technical liaison between the administration team and technical & business customers.  This role may direct the technical work of other junior associates and/or partners to deliver results.
The purpose of this role is to provide managed and integrated IT services [stable, secure, standard, simple, supportable, self-operating (automated), sourced, compliant], which are governed and prioritized by Key Stakeholders, including the administrator team. Service areas may include, but are not limited to, applications/tools enabling management of IT Services, Assets, & Infrastructure (Network & Systems), IT Monitoring, Job Scheduling, Integration Code, Automation, & IT Security. Team members work closely with IT Infrastructure & Security teams, internal customers, and external partners, to identify requirements, set priorities, and deliver business outcomes via current tools.

Main Duties And Responsibilities: 

• Support or Perform Technical Delivery Management (TDM): Support Technical Owner(s) of one or more services/ technologies, & related integrations, and/or Function as Technical Owner and/or Subject Matter Expert of one or more low complexity/criticality services/technologies, & related integrations:
• ITIL Service Design & Continual Improvement Processes: Design Coordination, Service Level, Risk, Capacity, Availability, Service Continuity, Security, Compliance, Architecture, Supplier, Continual Improvement, Reporting
• Align to and/or create/maintain 12 month roadmap; publish, enforce & configure to standards, including versioning;
• Lead technical service operations & issues with customers, internal support teams, & external partners
• Communicate: Prepare for, or lead, Stakeholder discussion to report KPIs/metrics/status, identify opportunities, & prioritize work
• Interact with stakeholders, customers & technical support teams
• Gather & evaluate customer & technical requirements; provide advice & guidance for assigned services
• Lead small projects in area of specialization & small project teams across functional groups to deliver services
• Direct daily efforts of external operations partners
• Provide updates & reporting, including presentations regarding Services, to managers & customers as appropriate
• Provide user training, & function as primary escalation contact for service area
• Enhance Services: ITIL Service Transition Processes: Knowledge, Change, Asset & Configuration, Release & Deployment, Transition Planning & Support, Service Validation & Testing, Evalua
• Identify/implement enhancements per operational & Stakeholder priorities (Improve capabilities, integrate, automate, expand user community, expand technical scope, replace/decommission legacy services, rearchitect applications
• Integrate & Automate: Design integrated & automated processes & technical solutions
• Data model; object & function-oriented design; multi-platform, structured, self-documenting code; verbose variables; embedded debugging, logging & data validation; SDLC (Dev/Test/Prod), open web standards
• Operate Services: ITIL Service Operation Processes: Event, Incident, Problem, Access, Request Fulfillment, Operations and Documentation - A blend of routine and moderately ambiguous activities, with opportunities to span functional areas

                  - Daily activities required to maintain awareness and ensure functionality of assigned services
                  - Upgrade & Patch Applications to maintain supported levels and address issues
                  - Provide Emergency On-Call Support

To Join Our Team You Will Need:

Basic requirements:

• Bachelor's Degree (prefer Computer Science, CIS, MIS, Engineering, or related); In lieu of degree, 8 years of relevant IT experience. 
• 3+ years experience in Information Technology
• Experience mirroring portions of Primary Purpose, Principal Duties & Responsibilities, and Knowledge, Skills &  Abilities
• Experience leveraging data to identify, recommend and implement system improvements using new or existing technologies
• Experience Scripting and a minimum of one of the following: APIs (REST, SOAP, SQL, CLI, PowerShell) or Web Standards [PHP, Python, Perl, .NET, OO code, XML, JSON, JavaScript, JS Frameworks]
• Structured, linear thinking to define standards & guarantee results; Creative, non-linear thinking to solve problems in new ways
• Excellent communications: Translate between business & technical language, to functional requirements, and to documentation
• Experience managing low complexity applications/services in team atmosphere; and driving to solutions

Desired:

• Certifications: AutoSys Administration, ITIL Foundations, Processes/Standards
• Technical (Code): Object-Oriented Programming in PHP on Windows & Linux systems; Understanding of SQL (MySQL/MariaDB/PLSQL/TSQL); Experience querying REST APIs; Command Line Scripting (Perl/Shell/Batch/Powershell)
• Technical (Application): Previous administration experience with CA Workload Automation (AutoSys) and/or IT Monitoring Tools using SNMP and Synthetic Transactions
• Communications: Experience interacting with team leads from customer teams

If You Join Us, You Will Enjoy:

• Competitive salary package 
• Free private medical services 
• Life Insurance
• Flexible benefits from your favorite brands available on flexible benefits portal 
• Easter bonus
• Christmas bonus
• 25 vacation days/year 
• Referral bonuses for new hires recommended by you 
• WFH & Flexible Working Hours 
• Discount price to purchase Goodyear tires 
• Sponsorship for ACCA certification
• Free access to the Bookster library
• Discount on products and services through agreed partnerships.

#LI-Hybrid

Goodyear is one of the world's largest tire companies. It employs about 71,000 people and manufactures its products in 55 facilities in 22 countries around the world. Its two Innovation Centers in Akron, Ohio, and Colmar-Berg, Luxembourg, strive to develop state-of-the-art products and services that set the technology and performance standard for the industry. For more information about Goodyear and its products, go to www.goodyear.com/corporate.