Ahold Delhaize USA, a division of global food retailer Ahold Delhaize, is part of the U.S. family of brands, which includes five leading omnichannel grocery brands - Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. Our associates support the brands with a wide range of services, including Finance, Legal, Sustainability, Commercial, Digital and E-commerce, Technology and more.

Primary Purpose

We are looking for a business-savvy technology expert, truth-teller and strategic thinker to join our ServiceNow and ITSM team. You will own ServiceNow platform architecture and strategic roadmap as we strive to deliver a modern, user-centric set of capabilities through ServiceNow for our diverse and distributed workforce. You will collaborate closely with the Service Delivery team, Architecture Community, IT infrastructure teams and business partners to ensure that business needs are understood, assessed, and translated into feasible, effective technological solutions. You will document the overall platform design and technical roadmap, oversee platform health, guide technical governance and help to analyze the impact of new requirements. You will also drive alignment to ServiceNow implementation best practices and provide hands-on assistance with the detailed design and implementation phases of engagements.

Duties and Responsibilities

• Trusted advisor to IT Services, the Business (HR, Supply Chain, Vendor Management) and other partners for the ServiceNow platform, ecosystem and ITIL practices including ITSM and ITOM
• Collaborate with key stakeholders, analysts and developers to establish strategic guidance, technical roadmap, standards and designs
• Stay up-to-date on domain and industry news, innovations and practices
• Develops documentation of integration processes, solutions and design decisions for future reference and use by other engineers.
• Ensure that key ITIL practices and ServiceNow implementation focus on delivering real business value and outcomes
• Build relationships with vendors and partners, leading and participating in product and proposal evaluations, recommendations, and architecture oversight
• Lead the planning, adoption and deployment of AI-related ServiceNow capabilities including GenAI, AIOps including Health Log Analytics and Predictive capabilities (ops, analytics).
• Challenge the status quo and drive change to improve business agility and performance, ensuring associate enablement and user experience (UX) are not ignored
• Engage as a subject matter expert or troubleshooter when transformation opportunities, design conflicts or high severity problems arise

Required Qualifications

• B.S. in Computer Science, Engineering or related field or equivalent job experience
• 10+ years of relevant work experience and leadership (including at least 3 years as a ServiceNow Platform Architect)
• ServiceNow Architect certification(s), primarily Certified Technical Architect with Certified Implementation Specialty in ITSM as well as Certified Application Developer
• Proven experience with ServiceNow development and architecture including data structure, CMDB, creating workflows, process automation, scripting, and Flow designer.
• Proven experience with ServiceNow Discovery and Cloud provisioning.
• Exceptional verbal, written, visual communication and influential "storytelling" skills
• Demonstrated experience interacting, partnering, and influencing at all levels of an organization
• Able to manage own work time, priorities and responsibilities under aggressive timelines and budgets
• Fluent in English (in word and in writing)

Preferred Qualifications

• Additional ServiceNow and IT Architecture Certifications
• Experience working in Agile teams and Product/Platform based operating model
• ITIL Certification Foundations v.4
• Experience working in IT in the Retail industry
• Strong knowledge of IT Security, especially as it applies to ServiceNow in a complex IT environment
• Strong experience with an AIOps platform (ServiceNow)

#LI-Hybrid #LI-CW1 #DiceJobs

At Ahold Delhaize USA, we provide services to one of the largest portfolios of grocery companies in the nation, and we're actively seeking top talent. Our team shares a common motivation to drive change, take ownership and enable our brands to better care for their customers. We thrive on supporting great local grocery brands and their strategies.

We offer an experience where our associates are valued; Diversity, Equity, Inclusion and Belonging are infused in our business and our employees are representative of the communities that we serve. We believe in total wellness, which encompasses a blend of physical, financial and emotional wellness.

We believe in collaboration, curiosity, and continuous learning in all that we think, create and do. While building a culture where personal and professional growth are just as important as business growth, we invest in our people, empowering them to learn, grow and deliver at all levels of the business.