ServiceNow Architect

Introduction: ServiceNow Architect position in Baltimore, Maryland (Hybrid Role) to provide services related to the planning, architecting, setup, and maintenance of core IT infrastructure and network capabilities.

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.
• Enhance existing Incident Management workflows, including the definition and implementation of SLAs, escalations, and approval processes.
• 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 offerings as defined by the organization.
• Integrate ServiceNow with internal and external applications using APIs, web services, and middleware technologies.
• 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.
• Design, implement, and maintain the Configuration Management Database (CMDB).
• Support Jira development and administration activities.
• Create and configure Jira projects.
• Design and standardize Jira project templates to support multiple teams.

Requirements:

• Bachelor’s degree in Engineering, Computer Science, Information Systems, Business, or related disciplines.
• Minimum of five (5) years of experience in an enterprise IT environment.
• Minimum of five (5) years of experience as a ServiceNow architect.
• Minimum of five (5) years of experience designing and creating incident, problem, and change management modules in ServiceNow.
• Minimum of two (2) years of experience configuring and customizing the ServiceNow platform.
• Minimum of two (2) years of experience managing user accounts, roles, and groups.
• Familiarity with integrating ServiceNow with other systems and applications.
• Strong understanding of IT Service Management (ITSM) processes and implementation.

Preferred Qualifications:

• Minimum of eight (8) years of experience architecting the ServiceNow platform.
• Minimum of five (5) years of experience with ServiceNow development.
• Minimum of five (5) years of experience in performance tuning and optimizing the ServiceNow platform.
• ServiceNow Certified Implementation Specialist certifications.
• ServiceNow Certified System Administrator (CSA) certification.
• ITIL (Information Technology Infrastructure Library) certification.