Job DescriptionOverviewAn organization is seeking an
experienced Senior ServiceNow Architect to support the planning, architecture, configuration, implementation, and maintenance of enterprise
IT infrastructure, IT service management capabilities, and related platform integrations.This role will focus on
architecting and customizing the ServiceNow platform across multiple teams and business units, supporting ITSM processes, managing workflows, enhancing automation, maintaining the CMDB, and enabling collaboration
between ServiceNow and Jira. The selected candidate will work closely with stakeholders, administrators, technical teams, and end users to ensure that platform capabilities are scalable, secure, efficient, and aligned with organizational needs.
Key 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-side and server-side scripting to automate processes and improve efficiency.
- Establish and manage roles, groups, permissions, and access controls aligned with organizational security and compliance requirements.
- Provide ongoing support for workflow-related issues, incidents, and user stories across 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 aligned with organizational requirements and ITIL best practices.
- Architect and implement Change Management capabilities, ensuring governance, risk mitigation, and compliance with ITIL standards across Jira and ServiceNow.
- Design, develop, and maintain the Service Catalog, including service requests and offerings defined by the organization.
- Streamline request 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.
- Identify and resolve performance and scalability issues to ensure optimal platform operation.
- Provide training and guidance to end users, stakeholders, and administrators.
- Maintain comprehensive documentation of configurations, processes, workflows, standards, and best practices.
- Design, implement, and maintain the Configuration Management Database (CMDB), including data modeling, configuration item 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, permissions, and integrations with ServiceNow.
- 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 and ensure consistency across development and service workflows.
RequirementsMinimum Qualifications- 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 Management, Problem Management, and Change Management modules in ServiceNow, including 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 configuring and customizing the ServiceNow platform, including tables, fields, forms, and workflows.
- A minimum of two (2) years of experience managing user accounts, roles, and groups, including 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 processes and CMDB implementation.
Preferred Qualifications- A minimum of eight (8) years of experience architecting the ServiceNow platform.
- A minimum of five (5) years of ServiceNow development experience, including creating custom applications and modules.
- A minimum of five (5) years of experience 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.
- Experience 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 certification in specific modules, such as IT Service Management, Service Catalog, or other relevant areas.
- ServiceNow Certified System Administrator certification.
- ITIL certification.
Additional Requirements- U.S. citizenship preferred.
- Candidate must be able to pass required security clearance and criminal background checks.
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