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ServiceNow Architect

Job Requisition ID:  39990

Founded in 1920, Eastman is a global specialty materials company that produces a broad range of products found in items people use every day. With the purpose of enhancing the quality of life in a material way, Eastman works with customers to deliver innovative products and solutions while maintaining a commitment to safety and sustainability. The company's innovation-driven growth model takes advantage of world-class technology platforms, deep customer engagement, and differentiated application development to grow its leading positions in attractive end-markets such as transportation, building and construction, and consumables. As a globally inclusive and diverse company, Eastman employs approximately 14,500 people around the world and serves customers in more than 100 countries. The company had 2020 revenues of approximately $8.5 billion and is headquartered in Kingsport, Tennessee, USA. For more information, visit

Role Description


The ServiceNow Architect is responsible for architecting and leading implementation of solutions on the ServiceNow platform.  He/she is expected to deliver quality solutions on the platform using ServiceNow best practices and following guidance of the Enterprise Architecture Guiding Principles.  The Architect will design solutions and present options to customers and architects to select the most appropriate solution architecture with the goal of meeting targeted business outcomes.


•    Serve as the ServiceNow expert for Eastman with extensive knowledge of the ServiceNow platform foundational architecture and offerings.
•    Continually research and investigate ServiceNow product offerings and upgrade releases to understand how they may affect Eastman’s implementation and/or help enable IT and business partners to achieve targeted business outcomes.
•    Lead implementation of all ServiceNow upgrades or new product offerings.
•    Ensure that Eastman’s ServiceNow platform stays current with latest releases without disrupting business operations.
•    Provide technical leadership for ServiceNow solutions from early phase proposals through design, development, testing, and implementation.
•    Lead technical discussions to architect new solutions and/or make modifications to current solution architecture.
•    Provide effective communication to project management, stakeholders, and senior leadership.
•    Serve as a liaison between architecture, business customers, solution development, project managers, and support teams.
•    Speak the languages of both business and technology and quickly determine the right message to the right audience.
•    Communicate and assist in addressing concerns or issues that may affect any environment, project schedule and/or user acceptance of the developed solution to product manager and project manager.
•    Prepare and present analytics regarding the operational state of the environment for managerial review.
•    Document solution architecture using architecture diagrams.
•    Determine gaps between business requirements and product capability and define workable solutions to bridge the gaps.
•    Partner with peers in application development, process analytics, network engineering, server engineering and information security as needed to design solutions.
•    Govern solution design and architectural standards through communication, documentation, and design reviews.
•    Execute technical presentations to technical, non-technical, and executive audiences

Education and Experience


•    BA/BS degree in Computer Science or 10+ years of experience in an IT role.
•    3+ years of experience in designing and implementing solutions on the ServiceNow platform.
•    Proven track record of technical leadership in delivering complex implementations 
•    Experience in building, deploying, and supporting large scale application solutions.
•    Fundamental understanding of the key technologies relevant to ServiceNow integrated solutions (SSO, SAML, SSL, Web Services, LDAP, JDBC, ODBC, REST).
•    Working knowledge of ITIL Processes Change, Release, Incident, Problem management
•    Experience utilizing agile methodology,  strong organizational and analytical skills, and strong verbal and written communication skills.
•    Demonstrated ability to work with minimal assistance, self-reliant, with continuous improvement mindset.
•    Demonstrated ability to meet project deadlines on a consistent basis while delivering quality products.
•    Proven customer-facing consulting and presentation skills, especially around understanding customer needs, devising innovative solutions, and communicating solutions in a clear and compelling manner.
•    Experience writing JavaScript to implement ServiceNow Business Rules, Client Scripts, UI Actions, and UI Pages preferred.
•    Experience implementing and configuring ServiceNow Inbound Email processing, Flow Designer, and Integration Hub.
•    Experience with web-based development languages (JavaScript, Angular JS, HTML, CSS, HTTP, XML)
•    Advanced ServiceNow Certifications (Application Developer, Certified Implementation Specialist – (ITSM/HR)
•    Experience in corporate back-office and shared services functions.

Eastman Chemical Company is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other characteristics protected by law.

Eastman is committed to creating a powerfully diverse workforce and a broadly inclusive workplace, where everyone can contribute to their fullest potential each day.

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