Senior Service Architect

Position

Senior Service Now Architect

750 East Pratt Street, 6th Floor, Baltimore, MD 21202 (Onsite)

1 Year

The client, an independent unit of state government, provides accessible, affordable health coverage to Marylanders. Client administers Maryland Health Connection (MHC), the state's health insurance marketplace. Through MHC, Maryland residents explore health insurance plans, compare rates, and determine their eligibility for advanced premium tax credits (APTC), cost‑sharing reductions (CSR), and public assistance programs such as Medicaid and the Maryland Children’s Health Insurance Program (MCHP).

• 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 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.
• 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.
• 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, and maintain comprehensive documentation.
• Design, implement, and maintain the Configuration Management Database (CMDB).
• Support Jira development and administration activities, including workflow configuration, custom fields, issue types, dashboards, and integrations with Service Now.
• 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.
• The candidate must be flexible to work overtime as needed, including weekends, holidays and off‑hours.

• 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 demonstrated success configuring and customizing the Service Now platform.
• Minimum 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.
• Abili…