Architect, Systems (Senior) ServiceNow Architect,
Primary work location will be: 750 East Pratt Street, 6th Floor, Baltimore, MD 21202
The candidate may be required to work on-site or remotely on specific days as determined by MHBE.
Architect, Systems (Senior) 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(Both Jira and ServiceNow).
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 ServiceNow).
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 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 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. 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 ServiceNow 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.
4
Section 1 General Information
Note: The candidate must be flexible to work overtime as needed, including weekends,
holidays, and off-hours.
2.6 Personnel Qualifications - Minimum Qualifications
For minimum qualifications, see the labor category description in MHBE IT IDIQ RFP for the subject RFR labor
category. In addition, qualified candidates MUST meet the minimum qualifications specified below. Please refer
to RFP Section 2.6.1 minimum qualifications for substitution requirements.
Candidates not meeting minimum qualifications will be deemed not reasonably susceptible for the award and
will not progress to full evaluation.
Labor Category/s
(From Section 1 Above)
Minimum Qualifications
Architect, Systems (Senior) A minimum of five (5) years of experience in an enterprise IT environment supporting
computer hardware, software, and/or enterprise applications at an expert level.
A minimum of five (5) years of proven experience as a ServiceNow architect, administrator,
or similar role.
A minimum of five (5) years of experience designing and creating incident, problem, and
change management modules in ServiceNow, developing and maintaining the Service
Catalog.
A minimum of five (5) years of experience creating, configuring, and administering Jira
projects, including workflows, issue types, custom fields, dashboards, permissions, and
integrations with ServiceNow to support cross-platform collaboration.
A minimum of two (2) years of demonstrated success in configuring and customizing the
ServiceNow platform, including knowledge of tables, fields, forms, and workflows.
A minimum of two (2) years of experience managing user accounts, roles, and groups,
enforcing 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 implementing
(CMDB).
Preferred Qualifications
The additional Experience/Knowledge/Skills listed below are preferred by MHBE.
Architect, Systems (Senior) A minimum of eight (8) years of experience architecting the ServiceNow platform.
A minimum of five (5) years of experience with ServiceNow development, including creating
custom applications and modules.
A minimum of five (5) years of experience in performance tuning and optimizing the
ServiceNow platform for scalability and responsiveness.
A minimum of five (5) years of experience creating, configuring, and administering Jira
projects, including workflows, issue types, custom fields, dashboards, permissions, and
integrations with ServiceNow to support cross-platform collaboration.
5
Section 1 General Information
Experience with planning and executing ServiceNow platform upgrades and migrations.
Proficiency in advanced scripting languages within the ServiceNow platform, such as
GlideScript (JavaScript) or AngularJS.
ServiceNow Certified Implementation Specialist certifications in specific modules, such as IT
Service Management (ITSM), Service Catalog, or other relevant areas.
ServiceNow Certified System Administrator (CSA) certification.
ITIL (Information Technology Infrastructure Library) certification.
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