Architect 5

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary

Responsible for managing, gathering and processing information related to overall solution architecture, data architecture, BSS/OSS architecture and identity management. Leads and delivers solution engineering, project coordination, business requirements analysis, requirement specification and project documentation. Ensures programs are envisioned, designed, developed and implemented across the enterprise to meet business needs. Manages every phase of the project lifecycle from intake through delivery. Provides mentoring and guidance to one or more junior team members. May be responsible for leading a team, but does not directly manage people.

Job Description

Shift – 2:00 PM - 11 PM

What the ITSM team does

• Developing and implementing automation solutions for incident management, problem management, change management, service request management, and other ITSM processes.
• Creating and maintaining technical documentation, including design specifications, configuration, and deployment guides.
• Managing automation projects, including ServiceNow process automation, AiOps and Event Management
• Providing technical guidance and support to other IT teams and stakeholders on ITSM automation solutions and processes.
• Troubleshooting and resolving issues related to IT operations automation solutions.
• Staying up-to-date with new ITSM automation tools and technologies and making recommendations on their adoption.

Role Responsibilities:

• Lead the strategic development and implementation of ITSM automation solutions, incorporating ServiceNow platform to enhance the efficiency and effectiveness of IT service delivery and support.
• Manage and cultivate a team of ITSM Automation Engineers, overseeing the design, construction, testing, and deployment of ITSM automation solutions.
• Collaborate with IT leaders, project managers, and stakeholders to identify automation opportunities, developing comprehensive automation roadmaps.
• Define and oversee the execution of automation projects, ensuring alignment with organizational objectives and adherence to best practices and standards.
• Design ServiceNow ITSM automation solutions ensuring they meet organizational requirements and standards. Develop and maintain detailed technical documentation.
• Provide technical guidance and mentorship to the ITSM Automation Engineers and other IT staff members.
• Develop and manage relationships with external vendors and service providers, leveraging their expertise and technologies to support ITSM automation initiatives.
• Deliver on product roadmaps with a focus on incremental improvements and a high level of quality.
• Drive technical initiatives in collaboration with senior engineers across teams, ensuring seamless integration and alignment with organizational goals.
• Provide support during production issues, collaborating with cross-functional teams to ensure timely resolution.
• Work closely with vendors to provide requirements for new features, improve functionality, and address bugs.
• Continuously search for improvements in processes, enhancing software delivery and operational processes.
• Grow the team by attracting diverse talent that can push technical boundaries, emphasizing the importance of team success over individual success.
• Support, coach, and develop high-performing engineers through regular 1:1s, continuous feedback, and relationship-building.
• Mentor individuals to embrace diversity and contribute to building an inclusive and flexible workplace. 

Qualifications:

• Bachelor's or Master's degree in Computer Science, Information Technology, or a related field.
• Proven experience as a ServiceNow Developer or Architect.
• Demonstrated success in leading the design and implementation of ITSM automation solutions, including AiOps and Event Management platforms.
• ServiceNow Certified System Administrator (CSA) and Certified Implementation Specialist (CIS) certifications are essential.
• Additional certifications such as Certified Application Developer (CAD) or Certified System Architect (CSA) are highly desirable.
• Proficient in JavaScript, GlideScript, and other scripting languages used in ServiceNow.
• Strong understanding of ServiceNow architecture, modules, workflows, forms, and integrations.
• Proven ability to provide technical leadership, guidance, and mentorship to development teams.
• Experience defining and managing automation projects with a focus on strategic goals.
• Excellent collaboration skills with a track record of working effectively with cross-functional teams, IT leaders, and stakeholders.
• Strong verbal and written communication skills to convey technical concepts to both technical and non-technical audiences.
• Strong analytical and problem-solving skills to design effective ServiceNow solutions.
• Ability to troubleshoot and resolve complex technical issues.
• Proven ability to create and maintain comprehensive technical documentation, including design specifications, configuration, and deployment guides.
• Demonstrated commitment to staying updated on ServiceNow trends, features, and best practices.
• Willingness to explore and incorporate new technologies into existing solutions.
• Experience in constantly seeking improvements in processes to enhance software delivery and operational efficiency.
• Track record of growing and managing diverse technical teams.
• Proven ability to support, coach, and develop high-performing engineers through regular 1:1s and continuous feedback.
• Demonstrated commitment to mentoring individuals to embrace diversity and contribute to building an inclusive and flexible workplace.
• Committed to quality in every assignment, large or small
• Transparency, selflessness and authenticity

Other relevant skills:

• Confirmed ability to be flexible and agile, both independently and in a team
• Relevant SAP technical certification a plus
• Worked in a Global environment at a Team Lead level and demonstrated growth and achievement.
• Practical Knowledge of Code Performance Rules and Guidelines for SAP HANA
• Demonstrate excellent verbal and written communication skills
• Possess interpersonal skills to engage and collaborate in a team environment

We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools that are personalized to meet the needs of your reality—to help support you physically, financially and emotionally through the big milestones and in your everyday life.

Please visit the benefits summary on our careers site for more details.

Education

Bachelor's Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Certifications (if applicable)

Relevant Work Experience

10 Years +

Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.