Senior Tooling Architect - Enterprise Technology & IT Service Management

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