Solutions Architect - ITSM Tools

At Five Below our growth is a result of the people who embrace our purpose: We know life is way better when you are free to Let Go & Have Fun in an amazing experience, filled with unlimited possibilities, priced so low, you can always say yes to the newest, coolest stuff! Just ask any of our over 27,000 associates who work at Five Below and they’ll tell you there’s no other place like it. It all starts with our purpose and then, The Five Below Way, which is our values and behaviors that each and every associate believes in. It’s all about culture at Five Below, making this a place that can inspire you as much as you inspire us with big ideas, super energy, passion, and the ability to make the workplace a WOWplace! The ITSM Solution Architect serves as the technical leader for the ServiceNow platform and broader ITSM ecosystem. Reporting to the Director, IT Service Management, this role combines responsibilities commonly associated with solution architecture, platform ownership, product management, and business analysis to ensure the platform continues to evolve in alignment with business needs and enterprise strategy.   The architect is expected to think beyond individual requirements and evaluate the broader impact of proposed solutions across processes, integrations, data models, reporting, user experience, supportability, and platform maintainability.   This role will provide recommendations regarding platform strategy, roadmap planning, backlog prioritization, and continuous improvement initiatives while providing technical leadership to analysts, developers, administrators, and implementation partners and partnering closely with the Director, IT Service Management and business stakeholders to deliver scalable, maintainable, and business-aligned solutions.

Product & Portfolio Leadership   Evaluate platform opportunities and provide recommendations for future enhancements based on business value, operational efficiency, technical debt, risk reduction, and platform maturity.   Develop business cases, solution options, and   implementation   recommendations for new platform capabilities and investments.   Provide recommendations   regarding   prioritization of strategic initiatives, operational needs, compliance requirements, and technical improvements within the platform backlog.   ServiceNow Platform Leadership & Strategy   Serve as the senior technical authority and primary architect for the ServiceNow platform.    Lead solution reviews and approve architectural designs to ensure scalability, maintainability, and alignment with platform strategy.    Partner with the Product Owner to prioritize backlog items, technical debt remediation, platform investments, and continuous improvement opportunities.    Facilitate technical discovery, solution design workshops, backlog refinement, and architectural review sessions.    Mentor administrators, developers, analysts, and implementation partners on ServiceNow best practices.    Establish standards for configuration, customization, data integrity, performance, workflows, and scripting.    Provide recommendations, architectural guidance, and strategic input to support development and maintenance of a multi-year ServiceNow and ITSM roadmap.   Evaluate new capabilities and recommend adoption strategies.    Anticipate downstream impacts of proposed changes and ensure long-term operational sustainability.   Provide   technical leadership and architectural guidance during platform delivery activities, including backlog refinement, sprint planning, standups, and solution reviews.   Solution Architecture & Design   Lead end-to-end solution design for ITSM capabilities including Incident, Problem, Change, Request, Knowledge, CMDB, ITOM, and the full support experience layer (service desk tooling, call center/contact center, chat, and self-service portals)    Translate business requirements into scalable, supportable technical