Senior ServiceNow Architect

Overview / Summary
Seeking a Senior Service Now Architect to support the planning, architecture, configuration, customization, and maintenance of Service Now and related enterprise platforms. This role is responsible for designing and implementing ITSM processes, managing platform integrations, supporting Jira administration and development activities, and ensuring platform performance, scalability, security, and compliance.

Key Responsibilities
Architect, configure, and customize the Service Now platform to support organizational needs across multiple teams and business units.
Define and manage Service Now 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.
Establish and manage roles, groups, access controls, and permissions aligned with security and compliance requirements.
Provide support for workflow-related issues, incidents, and user stories across Jira and Service Now.
Enhance Incident Management workflows, including SLAs, escalations, and approval processes.
Design and implement Problem Management processes aligned with agency requirements and ITIL best practices.
Architect and implement the Change Management module, ensuring governance, risk mitigation, and compliance with ITIL standards.
Design, develop, and maintain the Service Catalog, including service requests and service offerings.
Automate request fulfillment through workflows and orchestration.
Integrate Service Now 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 insights into IT service performance.
Customize and enhance reporting capabilities within Service Now.
Plan, test, and execute platform upgrades, patches, and updates.
Design and implement the Knowledge Management module.
Identify and resolve platform performance and scalability issues.
Provide training and guidance to end-users, stakeholders, and administrators.
Maintain documentation for configurations, processes, and best practices.
Design, implement, and maintain the Configuration Management Database (CMDB), including data modeling, CI relationships, data governance, and discovery tool integrations.
Support Jira development and administration, including workflows, custom fields, issue types, dashboards, and Service Now integrations.
Create and configure Jira projects, including workflows, issue types, custom fields, permissions, and notification schemes.
Design and standardize Jira project templates to support multiple teams.
Be available to work overtime as needed, including weekends, holidays, and off-hours.

Required Qualifications
Minimum five (5) years of experience in an enterprise IT environment supporting computer hardware, software, and/or enterprise applications at an expert level.
Minimum five (5) years of proven experience as a Service Now architect, administrator, or similar role.
Minimum five (5) years of experience designing and creating Incident, Problem, and Change Management modules in Service Now and developing and maintaining the Service Catalog.
Minimum five (5) years of experience creating, configuring, and administering Jira projects, including workflows, issue types, custom fields, dashboards, permissions, and integrations with Service Now.
Minimum two (2) years of experience configuring and customizing the Service Now platform, including tables, fields, forms, and workflows.
Minimum two (2) years of experience managing user accounts, roles, groups, access controls, and permissions.
Familiarity with integrating Service Now with other systems and applications.
Ability to create and customize reports and dashboards within Service Now.
Strong understanding of IT Service Management (ITSM) processes and Configuration Management Database (CMDB) implementation.

Preferred Qualifications
Minimum eight (8) years of experience architecting the Service Now platform.
Minimum five (5) years of Service…