Senior ServiceNow Architect (ServiceNow & Jira)

Overview / Summary
Seeking a Senior ServiceNow Architect to support the planning, architecture, configuration, customization, and maintenance of ServiceNow 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 ServiceNow platform to support organizational needs across multiple teams and business units.
• Define and manage ServiceNow 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 ServiceNow.
• 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 ServiceNow 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 ServiceNow.
• 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 ServiceNow 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 ServiceNow architect, administrator, or similar role.
• Minimum five (5) years of experience designing and creating Incident, Problem, and Change Management modules in ServiceNow 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 ServiceNow.
• Minimum two (2) years of experience configuring and customizing the ServiceNow 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 ServiceNow with other systems and applications.
• Ability to create and customize reports and dashboards within ServiceNow.
• Strong understanding of IT Service Management (ITSM) processes and Configuration Management Database (CMDB) implementation.

Preferred Qualifications
• Minimum eight (8) years of experience architecting the ServiceNow platform.
• Minimum five (5) years of ServiceNow development experience, including custom applications and modules.
• Minimum five (5) years of experience tuning and optimizing the ServiceNow platform for scalability and responsiveness.
• Minimum five (5) years of experience creating, configuring, and administering Jira projects, including workflows, issue types, custom fields, dashboards, permissions, and integrations with ServiceNow.
• Experience planning and executing ServiceNow platform upgrades and migrations.
• Proficiency in advanced ServiceNow scripting languages, including GlideScript (JavaScript) or AngularJS.
• ServiceNow Certified Implementation Specialist certification(s) in relevant modules such as ITSM or Service Catalog.
• ServiceNow Certified System Administrator (CSA) certification.
• ITIL certification.