Senior Architect, ServiceNow

US-Remote (Work From Home)
2 months ago
# of Openings
Global Services


NTT Security seamlessly delivers cyber resilience to address security challenges through the Full Security Life Cycle.

We do this by providing everything from business and executive-focused risk and advisory services, strategic and tactical security and compliance assessments and audits, to technology focused design, implementation, and management expertise.  Delivering these services and more in the manner that best fits each client, our global team of over 1,500 security specialists, architects, and engineers helps more than 10,000 clients worldwide secure their digital assets and information every day.

The Senior Architect, ServiceNow will primarily be responsible for the idesign, configuration, and maintenance of the ServiceNow ITSM system used to support the Global Managed Security Services Platform (GMSSP) for NTT Security.

The GMSSP is a Managed Security Services (MSS) delivery platform used globally by multiple worldwide Security Operations Centers offering a 24/7/365 service. The system is made up of many integrated components, and you will work to ensure the development and stability of the ITSM component of the system, and look to improve the feature set of ServiceNow as new requests are raised, designing and developing agreed new functionality as required by the operational teams.

You will work closely with the other members of the Operational Development team, to ensure a clear understanding of the requirements from the service delivery teams, and how they translate into system requirements which you will help to design and develop. You will also work in conjunction with all other global teams responsible for development and support of other parts of the system, to ensure the continued stability and improvement of the MSS system.


  • Gaining an understanding of the system feature updates requested
  • Working with the requestors to provide options for the solution design
  • Design of changes to the ServiceNow platform
  • Working closely with the ServiceNow development team to aid development of those designs
  • Working with the rest of the team in the MSS Agile development sprints
  • Assistance to the other support teams of the MSS Platform
  • Designing and developing the integration between ServiceNow and other key components of the MSS platform
  • Working closely with designated Subject Matter Experts (SMEs) from NTT Security around technical and operational matters
  • Working with internal resources to ensure proper security controls are identified, implemented and tested
  • Working closely with Operational Development to ensure the correct direction of the product
  • Working with designated resources to achieve a fully functioning implementation of ServiceNow to support the continuing development and improvement of the platform
  • Works under minimal supervision, using independent judgment of variable factors to prioritize and complete day-to-day tasks; receives general direction on complex tasks and projects
  • Assistance with deployment of software releases during approved maintenance windows. This may require occasional out of hours work
  • Performs systems engineering projects/activities of moderate complexity; plans and reviews project schedules; assists in strategic planning; prepares status reports; coordinates project resources; communicates with all project participants on relevant issues, identifies and resolves system infrastructure and application issues
  • Perform risk assessments and testing of periodic ServiceNow product upgrades to ensure ongoing stability of the platform
  • Development, enabling and supporting integration with Cisco ServiceGrid for third party ebonding requirements
  • Design and maintenance of the Production, Development and Testing ServiceNow environments
  • Regular reporting of progress and issues
  • Maintenance of the documentation around ServiceNow to ensure the system and configuration is fully documented
  • Participation in the development of policies and procedures; monitoring work activities to ensure compliance with established policies and procedures; making recommendations for changes and improvements to existing standards and procedures
  • Development of technical requirements for assigned projects; determining hardware and/or software necessary to accomplish projects; evaluates resources; makes hardware and/or software recommendations
  • Maintaining relevant knowledge and awareness of new trends and innovations within areas of expertise
  • Occasional travel may be required to other NTTS offices
  • Performing other duties as assigned.


  • Strong experience of designing, implementing and managing ServiceNow systems
  • Knowledge and application experience with multiple ITSM systems
  • Experience of maintaining and developing operational systems
  • Experience working to an industry standard development framework
  • Bachelor’s degree in Information Technology, Engineering, IT Security or other related discipline preferred
  • Security Operations experience, preferably from an MSSP or global organization
  • Knowledge and experience working within defined best practices and standards such as ITIL, ISO and other industry-recognized frameworks
  • Minimum of three years software or system engineer experience
  • Strong understanding and experience in ITSM software, policies, processes, and procedures
  • Certifications in ITSM software and methodologies highly desirable
  • Significant experience in API and integration components/software
  • Salesforce administration, development or Apex experience desirable
  • Excellent verbal and written communication and collaboration skills
  • Experience managing 24x365 environments
  • Excellent customer service skills
  • Ability to thrive under pressure, function and deliver effectively in a fast paced environment
  • Work occurs in a normal business environment but the requirements of the job will necessitate being available to support critical systems 24x365



NTTSecurity employees enjoy working in a business casual environment with a comprehensive benefits package including Medical, Dental, Vision, Life and Disability insurance. Flexible spending and 401k plans and a generous paid time off program.


Pre-employment backgrounds and drug test are required.


Equal Opportunity Employer Veterans/Disabled and other protected categories.


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