Senior ServiceNow Architect

Job Title:

Senior Service Now Architect

Location:

Baltimore, Maryland

Type:
Contract To Hire

Contractor Work Model:
Hybrid - onsite and remote

Responsibilities

+ Architect, configure, and customize the Service Now 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 Service Now).

+ 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 Service Now).

+ 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 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 actionable insights into IT service performance.

+ Customize and enhance reporting capabilities within the Service Now 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 Service Now 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 Service Now architect, administrator, or similar role.

+ Minimum of five (5) years of experience designing and creating incident, problem, and change management modules in Service Now, 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 Service Now to support cross-platform collaboration.

+ Minimum of two (2) years of demonstrated success in configuring and customizing the Service Now 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 Service Now with other systems and applications.

+ Ability to create and customize…