Applications Analyst IV

About Avaya

Avaya is an enterprise software leader that helps the world’s largest organizations and government agencies forge unbreakable connections.

The Avaya Infinity™ platform unifies fragmented customer experiences, connecting the channels, insights, technologies, and workflows that together create enduring customer and employee relationships.

We believe success is built through strong connections – with each other, with our work, and with our mission. At Avaya, youll find a community that values your contributions and supports your growth every step of the way.

Learn more at https://www.avaya.com

Job Information

Job Code: 00270212

Job Family: Information Technology

Job Function: Applications

About The Opportunity

Job Summary

We are seeking a seasoned ServiceNow Architect to establish and lead our enterprise-wide technical architecture and implementation strategy. In this role, you will be the primary authority on technical governance, ensuring our ServiceNow platform remains healthy, scalable, and aligned with industry best practices. You will bridge the gap between business demands and technical execution, driving standardization and innovation across ITSM, ITBM, CSM, and HR modules.

Key Responsibilities

Technical Governance & Strategy

• Define & Guide: Establish and support the execution of rigorous technical governance processes to minimize long-term technical risk.
• Architecture Modeling: Develop and maintain standards for the ServiceNow architecture model, ensuring the platforms health and integrity.
• Strategic Roadmap: Establish an enterprise-wide implementation strategy that sets the foundation for enduring success and rapid value delivery.
• Platform Operating Model: Design and implement a platform operating model to achieve desired business outcomes and foster high end-user adoption.
  
  

Platform Design & Evaluation

• Technical Evaluation: Assess incoming business demands against platform architecture, capabilities, and ServiceNow best practices.
• Design Oversight: Guide platform design with a heavy focus on performance, scalability, and seamless integrations.
• Solution Assessment: Critically evaluate solution designs to ensure alignment with ServiceNow implementation best practices.
• Prototyping: Offer expert guidance on prototyping to accelerate the timeline from initial design to production deployment.
  
  

Development & Standards

• Technical Guidance: Provide platform-wide technical leadership for development teams and solution architects.
• Coding Standards: Advise on and enforce strict configuration and coding standards (including SNOW JavaScript).
• Remediation: Identify and support the remediation of configurations that are not aligned with best practices.
• Health Monitoring: Conduct regular ServiceNow HealthScans to assess and improve performance, manageability, usability, and security.
  
  

Leadership & Innovation

• Team Building: Build and mentor a high-performing platform team focused on delivering continuous innovation.
• Upgrade Strategy: Enable rapid upgrades to new features to ensure the organization stays at the forefront of ServiceNow innovation.
• Standardization: Drive global standardization to allow the organization to focus on value delivery rather than maintenance.
  
  

About The Qualifications

Required Skills & Qualifications

• Technical Expertise: Deep experience in ITSM, ITBM, CSM, and Integrations.
• Coding: Advanced proficiency in SNOW JavaScript and ServiceNow development.
• Certifications:
• ServiceNow HR Implementation Specialist
• ServiceNow CSM Implementation Specialist
• ITIL Foundation Certification
• Experience: 10–15 years of progressive experience in IT, with at least 5+ years specifically in a ServiceNow Architecture or Lead role.
• Analytical Mindset: Proven ability to conduct HealthScans and translate technical debt into actionable remediation plans.
  

Functional Attributes & Culture

• Growth Mindset: Join an open workspace full of smart, pragmatic team members with ever-growing opportunities for professional and personal growth.
• Collaborative Environment: Be a part of a learning culture where teamwork is encouraged, diversity is valued, and excellence is rewarded.
• Values: We reward compassion, openness, ownership, and a commitment to excellence.
  
  

Technical Abilities Summary

• Ability to establish enterprise-wide architecture.
• Mastery of platform management and standardization.
• Expert-level knowledge of technical governance to optimize performance.
• Capability to build and lead a value-focused platform team.
  
  

Experience

8+ Years of Experience

Education

Bachelor degree or equivalent experience

Preferred Certifications

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Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.

Avaya is an Equal Opportunity employer and a U.S. Federal Contractor. Our commitment to equality is a core value of Avaya. All qualified applicants and employees receive equal treatment without consideration for race, religion, sex, age, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other protected characteristic. In general, positions at Avaya require the ability to communicate and use office technology effectively. Physical requirements may vary by assigned work location. This job brief/description is subject to change. Nothing in this job description restricts Avaya right to alter the duties and responsibilities of this position at any time for any reason.

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