Senior ServiceNow Architect

Job Title: Senior ServiceNow Architect

Location: Baltimore, Maryland

Type: Contract To Hire

Contractor Work Model: Hybrid – onsite and remote

Responsibilities

• Architect, configure, and customize the ServiceNow platform to meet organizational needs across multiple teams and business units.

• Define and manage data structures, including tables, fields, and relationships, ensuring scalability and data integrity.

• Design, develop, and implement business rules, workflows, UI policies, and client/server-side scripting to automate processes and improve efficiency.

• Establish and manage roles, groups, and access controls aligned with organizational security and compliance requirements.

• Provide ongoing support for workflow-related issues, incidents, and user stories, ensuring timely resolution and continuous improvement (Both Jira and ServiceNow).

• Enhance existing Incident Management workflows, including the definition and implementation of SLAs, escalations, and approval processes.

• Design and implement Problem Management processes in alignment with agency requirements and ITIL best practices.

• Architect and implement the Change Management module, ensuring governance, risk mitigation, and compliance with ITIL standards (Both Jira and ServiceNow).

• Design, develop, and maintain the Service Catalog, including service requests and offerings as defined by the organization.

• Streamline requests fulfillment through automation and orchestration.

• Integrate ServiceNow with internal and external applications using APIs, web services, and middleware technologies.

• Implement automation through workflows, scripting, and orchestration tools.

• Develop and maintain reports and dashboards to provide actionable insights into IT service performance.

• Customize and enhance reporting capabilities within the ServiceNow platform.

• Plan, test, and execute platform upgrades, patches, and updates to ensure system security, stability, and performance.

• Design and implement the Knowledge Management module to improve information sharing and self-service capabilities.

• Identify and resolve performance and scalability issues, ensuring optimal platform operation.

• Provide training and guidance to end-users, stakeholders, and administrators.

• Maintain comprehensive documentation of configurations, processes, and best practices.

• Design, implement, and maintain the Configuration Management Database (CMDB), including data modeling, CI relationships, data governance, and integration with discovery tools to ensure data accuracy and reliability.

• Support Jira development and administration activities, including workflow configuration, custom fields, issue types, dashboards, and integrations with ServiceNow to enable seamless collaboration and tracking across platforms.

• Create and configure Jira projects, including defining workflows, issue types, custom fields, permissions, and notification schemes.

• Design and standardize Jira project templates to support multiple teams and ensure consistency across development and service workflows.

Requirements

• Minimum of five (5) years of experience in an enterprise IT environment supporting computer hardware, software, and/or enterprise applications at an expert level.

• Minimum of five (5) years of proven experience as a ServiceNow architect, administrator, or similar role.

• Minimum of five (5) years of experience designing and creating incident, problem, and change management modules in ServiceNow, developing and maintaining the Service Catalog.

• Minimum of five (5) years of experience creating, configuring, and administering Jira projects, including workflows, issue types, custom fields, dashboards, permissions, and integrations with ServiceNow to support cross-platform collaboration.

• Minimum of two (2) years of demonstrated success in configuring and customizing the ServiceNow platform, including knowledge of tables, fields, forms, and workflows.

• Minimum of two (2) years of experience managing user accounts, roles, and groups, enforcing access controls and permissions.

• Familiarity with integrating ServiceNow with other systems and applications.

• Ability to create and customize reports and dashboards within ServiceNow.

• Strong understanding of IT Service Management (ITSM) processes and implementing (CMDB).

• Experience with planning and executing ServiceNow platform upgrades and migrations.

• Proficiency in advanced scripting languages within the ServiceNow platform, such as GlideScript (JavaScript) or AngularJS.

• ServiceNow Certified Implementation Specialist certifications in specific modules, such as IT Service Management (ITSM), Service Catalog, or other relevant areas.

• ServiceNow Certified System Administrator (CSA) certification.

• ITIL (Information Technology Infrastructure Library) certification.

• Must be able to complete a required fingerprint background investigation.

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