Role Description Als ServiceNow Consultant (m/w/d) im Bereich Customer Service gestaltest du moderne Lösungen für den Kundenservice und stärkst aktiv den Ausbau unseres ServiceNow‑Bereichs. - Strategie- und Konzeptentwicklung: Du arbeitest in der Planungsphase eng mit unseren Consultants und Enterprise Architects zusammen und entwickelst nachhaltige Service‑Konzepte. - Implementierung von ServiceNow Customer Service: Du übernimmst die Verantwortung für die eigenständige Umsetzung und Integration der ServiceNow Customer Service‑Anwendungen in Kundenprojekten. - End-to‑End‑Prozessgestaltung: Du entwirfst durchgängige Kundenserviceprozesse und koordinierst dich dabei eng mit den SAP‑ und/oder Salesforce‑Teams. - Innovation im ServiceNow‑Umfeld: Du treibst Themen im ServiceNow‑Bereich voran, erstellst bereichsübergreifende Democases und erweiterst so unser Beratungsportfolio. - Mitgestaltung der Unternehmenszukunft: Du bringst dich in interne Projekte und Initiativen ein und wirkst aktiv an der Weiterentwicklung unseres Unternehmens mit. Qualifications - Abgeschlossenes Studium in BWL, (Wirtschafts-)Informatik, (Wirtschafts-)Ingenieurwesen oder eine vergleichbare Qualifikation. - Erste Berufserfahrung in der Beratung rund um ServiceNow, idealerweise mit Schwerpunkt auf Customer Service Management (CSM) oder Field Service Management (FSM). - Erste Berührungspunkte mit SAP, Salesforce oder anderen Kundenservice‑Lösungen sind ein Plus. - Hohe Eigenmotivation, ausgeprägtes analytisches Denkvermögen, sicheres Auftreten und starke Präsentationsfähigkeiten. - Ergebnisorientierte Arbeitsweise und großer Wert auf Qualität bei der Umsetzung von Servicelösungen. - Sehr gute Deutsch‑ und Englischkenntnisse in Wort und Schrift. - Bereitschaft zu Dienstreisen. Benefits - Dynamisches und ambitioniertes Arbeitsumfeld mit gemeinsamer Passion für den Kundenservice in einem unterstützenden Team. - Flexible Arbeitszeiten & Möglichkeit zum mobilen Arbeiten (Homeoffice). - Unbefristete Festanstellung und 30 Tage Urlaub. - Attraktives Gehalt und individuelle Weiterbildungsmöglichkeiten, Weiterbildungsbudget für Trainings und Zertifizierungen. - Viel Gestaltungsspielraum und Platz für eigene Ideen. - Firmeneigene Events und freiwillige After-Work-Veranstaltungen. - Mobilitätsbudget. Company Description Das Team von SEC brennt für innovative Lösungen im Kundenservice. Wir begleiten und unterstützen unsere Kunden bei der Transformation hin zum Service Enterprise. - Unser Anspruch an uns selbst ist immer ein ganzheitlicher und lösungsoffener Beratungsansatz. - Wir überwinden Grenzen, brechen Silos auf und bieten eine End-to-End Consulting Experience. - Wir setzen auf Technologie der Marktführer SAP, Salesforce und ServiceNow. - Wir legen größten Wert auf die Qualität und Nachhaltigkeit unserer Lösungen. - Der Mehrwert für unsere Kunden steht für uns an erster Stelle. - Ihre Zufriedenheit ist unsere höchste Auszeichnung und unser wichtigster Antrieb.

Job DetailsThis position is full time remote and requires an active secret clearance Accelera Solutions is seeking a highly skilled and strategic Hardware ServiceNow Architect supporting the Department of the Air Force (DAF) Enterprise IT as a Service (EITaaS) program with expertise in Hardware Asset Management (HAM). This role is focused on designing, implementing, and governing the end-to-end HAM solution within the ServiceNow platform. You will leverage ServiceNow to manage the complete lifecycle of hardware assets – from planning and procurement through deployment, maintenance, and eventual disposal. This includes architecting the HAM module, optimizing the CMDB for hardware assets, ensuring data integrity and building robust integrations. Responsibilities: HAM Architectural Strategy & Vision: o Define the long-term architectural vision, strategy, and roadmap for Hardware Asset Management within the ServiceNow platform, aligning with overall enterprise architecture and business objectives. o Lead the design of comprehensive, scalable, and secure HAM solutions that encompass the entire hardware asset lifecycle (planning, procurement, receiving, inventory, deployment, use, maintenance, refresh, disposal). o Translate complex business requirements from Finance, Procurement, Operations, and IT into detailed architectural designs and technical specifications for ServiceNow HAM. ServiceNow HAM Module & CMDB: o Act as the subject matter expert and lead architect for the ServiceNow Hardware Asset Management (HAM) module, ensuring its optimal configuration and utilization. o Architect the ServiceNow Configuration Management Database (CMDB) specifically for hardware assets, focusing on data model integrity, relationships, normalization, reconciliation, and discovery strategies for various hardware types. o Design and implement robust automated workflows within ServiceNow using Service Catalog, Flow Designer and custom modules for key HAM processes (e.g., asset requests, procurement approvals, stockroom management, asset assignment, refresh/disposal). Integration & Data Integrity: o Design and oversee complex integrations between ServiceNow HAM and critical enterprise systems, network discovery tools, and other asset inventory systems. o Establish and enforce data quality standards, governance frameworks, and reconciliation processes to ensure the accuracy and completeness of hardware asset data in ServiceNow. Financial & Operational Optimization: o Architect solutions to track hardware asset costs, depreciation, lease information, and contract details within ServiceNow, enabling Total Cost of Ownership (TCO) analysis. o Drive the automation of asset-related financial processes and reporting, contributing to cost savings and improved financial visibility. o Develop strategies for hardware asset utilization tracking, lifecycle optimization, and proactive refresh planning. Leadership & Governance: o Establish and enforce architectural standards, best practices, and governance policies for all aspects of HAM implementation and data management within ServiceNow. o Provide expert technical guidance, mentorship, and oversight to ServiceNow developers, administrators, and implementation partners working on HAM initiatives. o Lead technical design reviews, ensuring solutions are maintainable, extensible, and align with platform best practices. Stakeholder Engagement & Innovation: o Collaborate extensively with cross-functional leaders (Procurement, Operations, IT, Compliance) to gather requirements, build consensus, and drive adoption of HAM solutions. o Stay abreast of the latest ServiceNow HAM features, industry trends, and emerging technologies to recommend innovative solutions.QualificationsQualifications: Required: • 15+ Years of relevant experience (Bachelor’s Degree in applicable field may be substituted for 5 years of experience). o 10+ years of progressive experience in IT, with at least 5 years in a ServiceNow Architect role. • Deep and demonstrable expertise with ServiceNow Hardware Asset Management (HAM) module. • Extensive hands-on experience and architectural expertise with ServiceNow CMDB and Discovery, specifically tailored for hardware assets. • Proven experience designing and implementing complex integrations between ServiceNow HAM and other systems. • Comprehensive understanding of the entire hardware asset lifecycle, from strategic planning and procurement through deployment, maintenance, and disposal. • Proficiency in ServiceNow platform capabilities, including Flow Designer, Service Portal, Custom Application Development, Scripting (JavaScript) and best practices. • Strong understanding of ITIL principles, particularly as they apply to asset management. • Exceptional analytical, problem-solving, and critical thinking skills, with the ability to translate complex business problems into elegant technical solutions. • Excellent communication, presentation, and interpersonal skills, with the ability to influence and lead technical and non-technical stakeholders at all levels. • Active secret clearance. Desired: • ServiceNow Certified Implementation Specialist - Hardware Asset Management (CIS-HAM) certification is highly advantageous. • ServiceNow Certified System Administrator (CSA) and other relevant CIS certifications (e.g., CMDB, ITSM). • Experience with ServiceNow Software Asset Management (SAM) in relation to hardware dependencies and licensing compliance. • Knowledge of industry asset management standards (e.g., ISO 55000). • Experience with mobile asset management solutions within ServiceNow. • Familiarity with financial concepts related to asset management (e.g., depreciation, amortization, lease accounting). • Experience with government contracting.

This position offers a base salary range of $102,039.00 - $170,068.00 per year, depending on experience and qualifications, plus bonus based on company performance. One of the MANY work perkz at Sheetz is quarterly employee bonuses based on company performance! And there’s more – A LOT more… like competitive salaries, PTO and parental leave, 401k match and employee stock ownership, limitless professional development and growth opportunities, tuition reimbursement, full medical, vision and dental coverage, and snack discounts! OVERVIEW Responsible for I&T services throughout their lifecycle and defining the service roadmap that aligns with visions and defined goals of Business owners. Maintains accountability for multiple services at once and is responsible for delivering services at agreed upon levels, maintaining customer relationships, and aligning services with business and security needs. RESPONSIBILITIES (other duties may be assigned) 1. Develop and promote multiple strategies, policies, and practices within IT Service Management (ITSM), as assigned, to include but not limited to Service Reporting, Service Level Management, Service Vendor Engagement & Management, Asset Management, Configuration Management, Transition Planning & Support, Continual Service Improvement. Includes strategies, policies, and practices for assigned IT Services. 2. Responsible for defining services agreements and working with Product Management and ITSM teams to deliver services that meet those SLAs. Keep up to date on industry and technology trends, recommending new service improvements to the team. 3. Create and maintain the service roadmap, incorporating economic outcomes, industry and technology trends, technical input, and user feedback. Initiate new services, oversee service production transition, and ensure ongoing maintenance of services to provide end to end lifecycle management of services. 4. Collaborate with ITSM Management team in service strategy creation, roadmap creation, and management of processes and work plans. Utilize expert level understanding of the strategic product roadmap of the business and articulate the impacts its objectives would have on IT service requirements going forward. 5. Responsible for the status of service health and associated KPIs, metrics, and trends. Generate and analyze support data, reports, and metrics to identify opportunities for service improvement. Implement service improvement plans where IT Services for specific groups or departments have degraded in stability or quality. 6. Prepare and approve communications for service changes and maintenance; coordinate internal communications for operational staff. 7. Lead Collaboration with product delivery teams and stakeholders to ensure appropriate scheduling and understanding of upcoming rollouts, releases, upgrades, and critical processing periods to be considered as part of the wider IT Service Delivery planning process. 8. Provide expert level guidance and mentorship to less experienced Service Owners in all aspects of the Service Ownership process. 9. Participate in the creation and maintenance of the ITSM Service “Community of Practice” processes, templates, and procedures; Represent the service across the organization; identify and mitigate business and security risks associated with the service. 10. Responsible for negotiating SLAs and OLAs for the service; participate in service review meetings. 11. Proactively manage risks and issues through communication and working with Product Management teams on problems and rollouts. 12. Provide evening and weekend “on call/issue” support as needed. Sheetz is open 24/7/365 and as such, our internal and external customers may require support at any time. QUALIFICATIONS (Equivalent combinations of education, licenses, certifications and/or experience may be considered) Education • Bachelor’s degree in any field with courses in Business, Computer Science, Information Systems, or related field is required • Bachelor’s degree in Business, Computer Science, or Information Systems is preferred Experience • Minimum 7 years’ experience in a technology environment is required.• Minimum 4 years’ experience in IT Service Management, Project Management, or Business Leadership is required. Licenses/Certifications • ITIL or HDI certification is preferred. Tools & Equipment • General Office Equipment ACCOMMODATIONS Sheetz is committed to the full inclusion of all qualified individuals. Sheetz is committed to considering all applicants regardless of disability who can perform all essential job duties with or without accommodations.

• CMDB Design & Strategic Management: Develop a scalable CMDB aligned with the CSDM framework; • Define governance policies and CI structures that support business objectives; • Implement data governance to ensure integrity, quality and compliance; • Create strategic roadmaps for the evolution of a service-aware configuration database. • Discovery & Automation: Configure ServiceNow Discovery for automated CI population; • Manage MID Server deployments and associated security protocols; • Develop custom Discovery patterns using NDL; • Integrate with cloud platforms (AWS, Azure, GCP) via APIs. • ITOM Platform Administration: Configure ITOM applications (Event Management, Orchestration, Service Mapping); • Implement monitoring policies and automated remediation workflows; • Design event correlation rules and alert suppression logic; • Maintain ITOM dashboards and reporting capabilities. • Data Quality Management & Integration: Oversee IRE rule management and integrations with authoritative sources; • Conduct data quality audits and CI cleanup activities; • Monitor CMDB health scores and Discovery completeness; • Implement validation procedures and transformation rules. • Service Mapping Implementation: Execute end-to-end service mapping for applications; • Configure data collection and Business Service planning; • Validate mapping accuracy and resolve errors; • Deliver comprehensive service mapping documentation. • Key Competencies: Root cause analysis for complex infrastructure issues; • Performance optimization and capacity planning; • Coordination of cross-functional projects; • Delivery of training and change management support; • Implementation of ITOM governance framework.