Position Overview:
We are seeking an experienced and innovative Senior Tooling Architect to join our IT Service Management team at FactSet. This role, whilst being part of our ITSM team, encompasses a broad range of enterprise technology tools, including monitoring, observability, automation, and delivery management solutions as well as core ITSM tooling. The ideal candidate will have a strong background in designing, implementing, and optimizing enterprise IT tools and related infrastructure.
Key Responsibilities:
Enterprise Tooling Architecture:
* Design and oversee the implementation of a comprehensive enterprise tooling architecture and strategy that supports ITSM, monitoring, observability, automation, and delivery management.
* Ensure that all tools integrate seamlessly with each other and with other enterprise systems.
* Develop and maintain a roadmap for enterprise tool enhancements and upgrades
Tool Integration and Optimization:
* Work collaboratively with cross-functional teams to ensure integration of tools across the Enterprise to reduce manual effort and maximise quality and productivity.
* Optimize existing tooling infrastructure to improve efficiency, reliability, and performance.
* Implement best practices, industry standards and frameworks for configuration and usage of enterprise technology tools.
ITSM Tooling:
* Design and oversee the implementation of ITSM tooling solutions that support ITIL-aligned processes.
* Ensure that ITSM tools integrate seamlessly with other enterprise tools and systems.
* Support and improve existing tooling implementation programmes.
* Develop and maintain a roadmap for ITSM tool enhancements and upgrades.
* Work collaboratively with cross-functional teams to ensure integration of ITSM tools with other essential enterprise tools (e.g., monitoring, CMDB, service desk, automation tools).
Innovation and Strategy:
* Stay updated on emerging enterprise technology tools and assess their potential impact and benefit to FactSet.
* Develop strategies to leverage new tools and technologies to enhance IT service delivery and overall business operations.
* Lead proof-of-concept initiatives to evaluate new tools and drive their adoption.
Process Improvement:
* Continuously improve IT and business processes through effective use of technology tooling.
* Identify opportunities to automate processes and reduce manual efforts.
* Collaborate with technology teams to ensure that tools support and enhance service delivery and business operations.
Governance and Compliance:
* Establish governance frameworks to ensure consistent and compliant usage of all enterprise tools.
* Develop and implement policies and procedures for tool management and usage.
* Conduct regular audits to ensure compliance with established policies and standards.
Training and Support:
* Provide training and support to technology staff on the effective use of enterprise tools.
* Serve as a subject matter expert for enterprise tools and related technologies.
Vendor Management:
* Collaborate with vendors to ensure that tools meet FactSet's requirements.
* Manage vendor relationships and service-level agreements (SLAs).
* Evaluate and select new vendors and tools as needed.
Leadership and Mentoring:
* Foster a culture of innovation, collaboration, and continuous improvement.
Minimum Requirements:
* Extensive experience (typically 15+ years) in enterprise technology, with a strong focus on management, effectiveness and architecture
* Significant experience in tooling architecture and enterprise systems.
* Proven expertise in designing, implementing, and managing a variety of enterprise tools such as ServiceNow Splunk, Jenkins, Puppet, Grafana and Lightstep.
* Experience with industry standard SDLCs including but not limited to Agile, Waterfall, Hybrid
Critical Skills:
* Demonstrated ability to integrate and optimize tooling across complex IT environments.
* Excellent analytical, problem-solving, and strategic thinking skills.
* Strong communication and interpersonal skills with the ability to work effectively with cross-functional teams.
* Exceptional organizational, communication, and interpersonal skills specific to a fast-paced, global corporate environment.
* Robust problem-solving and analytical capabilities.
* Experience in vendor management and negotiation.
* Excellent verbal and written communication skills to effectively convey change proposals, document architecture and processes and liaise with stakeholders at all levels.
* Meticulous attention to detail to ensure accuracy and thoroughness.
Additional/Desirable:
* Strong understanding of ITSM best practices and principles; ITIL certification is preferred.
* Tooling/Technology Specific qualifications
* Experience of managing and working with offshore teams to support day to day activities.
* Ability to lead and motivate cross-functional teams and the skill to influence stakeholder decision-making with data-driven insights.
* Flexibility to adapt to changing organizational requirements, technologies, and methodologies.
* Experience of integrating with other industry tooling such as Apptio, Workday, Jira and DevOps tooling.
Education:
* A-Level or Equivalent college-level qualification
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