ServiceNow Solutions SME​/Automation Solutions

We are seeking an innovative Service Now Solution Architect to join our corporate Alliance team. You will be in a Pre-Sales role to identify opportunities to innovate and develop cutting‑edge service management solutions across ITSM, CSM, PSDS, HR, Healthcare Service Management platforms, GENAI/Now Assist capabilities for large-scale government infrastructure. This is a hands‑on role for pre‑sales architects who think beyond standard implementations, identify opportunities to automate with AI and deliver breakthrough solutions under tight timelines.

• Design and develop advanced Service Now configurations across ITSM, ITOM, CSM, and CMDB modules.
• Build custom applications and integrations that extend platform capabilities.
• Implement healthcare‑specific workflows including patient service management, health IT operations, and clinical IT support.
• Develop Strategy Management solutions for federal IT modernization roadmaps.
• Create reusable components and platform frameworks to accelerate future implementations.

• Design comprehensive Configuration Management Databases with healthcare‑specific CI relationships.
• Implement IT asset discovery, tracking, and dependency mapping for complex federal environments.
• Build CMDB integration pipelines connecting legacy systems to Service Now.
• Establish data governance and CI lifecycle management processes.
• Optimize asset intelligence for compliance reporting (FedRAMP, DoW Impact Levels).

• Develop healthcare‑specific service catalog items including clinical IT support, EHR operations, and health IT incidents.
• Build workflows supporting HIPAA compliance, security incident response, and change management for healthcare systems.
• Implement SLA management for healthcare SLAs with escalation and reporting.
• Create dashboards and KPIs for healthcare IT operational metrics.

• Optimize Service Now platform performance at scale (large federal agencies, high transaction volumes).
• Build efficient JavaScript/Glide Script solutions avoiding common performance pitfalls.
• Conduct platform audits and remediation of technical debt.

• Think beyond standard implementations, bring creative solutions to complex requirements.
• Evaluate emerging Service Now capabilities and propose innovative applications.
• Prototype solutions quickly and iterate based on user feedback.
• Champion best practices and mentor junior developers on advanced techniques.

• Create comprehensive technical documentation and architecture for Service Now proof of concepts and custom development.
• Develop playbooks and operational procedures for support teams.
• Conduct knowledge transfer sessions with client teams and federal IT staff.

• 15+ years of Service Now architect/development experience.
• Demonstrable expertise in ITSM, IT Modernization, and CMDB modules.
• Experience with integration platforms (REST/SOAP APIs, middleware solutions).
• Track record of successful large‑scale Service Now implementations.
• Demonstrable experience to solution/sell to the decision makers including C‑Level executives, across both IT and business units.
• Experience partnering with relevant cross‑functional teams and conceptualizing and building enterprise solutions based on the Service Now Innovations and AI products for Go to Market.
• Coordinate efforts across multiple initiatives, including staffing.
• Ability to build relationships with key client stakeholders to ensure project success.

• Advanced Service Now development: custom table extensions, business rules, script includes, client scripts.
• Database design and optimization for enterprise scale.
• Integration architecture and API development.
• Understanding of IT operations, service management, and healthcare IT domains.

• Fast‑moving, results‑oriented mindset—delivers quality solutions quickly.
• Out‑of‑the‑box thinker who challenges standard approaches and proposes innovations to business divisions.
• Strong problem‑solver who handles ambiguity and complexity.
• Excellent communication skills for cross‑functional federal teams.
• Proactive learner committed to staying current with Service Now releases and industry trends.

Must be able to obtain and maintain a Top‑Secret clearance. Due to the need for a Top‑Secret clearance, US Citizenship required.

Location:

Hybrid to the Falls Church, VA office would be strongly preferred. Remote candidates must be local to the United States and be willing to travel 25%-50% for technical conferences and key client/partner meetings.