Senior ServiceNow Architect

Position Type: Senior ServiceNow Architect
Location: Baltimore, MD (Hybrid)
Duration: Long-Term Contract

Position Overview

The Client is seeking an experienced Senior ServiceNow Architect to lead the architecture, administration, customization, integration, and optimization of the ServiceNow platform across the enterprise. This role will be responsible for designing ITSM processes, CMDB, Service Catalog, Change Management, Incident Management, Problem Management, Knowledge Management, and ServiceNow-Jira integrations while ensuring scalability, security, and ITIL compliance.

The ideal candidate will possess deep expertise in ServiceNow architecture, ITSM best practices, CMDB implementation, advanced scripting, platform administration, and Jira administration within large enterprise environments.

Key Responsibilities

ServiceNow Architecture & Administration

• Architect, configure, customize, and optimize the ServiceNow platform.
• Design and manage tables, forms, fields, relationships, and data models.
• Develop business rules, workflows, UI policies, client scripts, and server-side scripts.
• Manage user roles, groups, ACLs, and security controls.
• Support ServiceNow upgrades, patches, releases, and platform enhancements.

ITSM Process Implementation

• Design and enhance:
• Incident Management
• Problem Management
• Change Management
• Service Request Management
• Service Catalog
• Knowledge Management
• Define SLAs, escalations, approvals, governance processes, and ITIL-aligned workflows.

CMDB & Asset Management

• Design, implement, and maintain CMDB architecture.
• Establish CI relationships, data governance standards, and discovery integrations.
• Ensure CMDB accuracy, integrity, and scalability.

Integrations & Automation

• Integrate ServiceNow with enterprise applications using:
• REST APIs
• SOAP Web Services
• Middleware solutions
• Automate business processes using:
• Flow Designer
• Workflow Engine
• Orchestration
• Custom scripting

Reporting & Analytics

• Build and maintain dashboards and reports.
• Create KPI-driven metrics for IT service performance.
• Enhance reporting capabilities within ServiceNow.

Jira Administration & Integration

• Configure and administer Jira projects.
• Design workflows, issue types, custom fields, permissions, and notification schemes.
• Create standardized Jira templates across teams.
• Implement and maintain Jira-ServiceNow integrations.
• Support Agile delivery and cross-platform collaboration.

Documentation & Support

• Troubleshoot platform issues and performance bottlenecks.
• Provide training and knowledge transfer.
• Maintain technical documentation and architecture standards.

Required Qualifications

Experience

• 5+ years supporting enterprise-level applications and IT systems.
• 5+ years as a ServiceNow Architect/Administrator/Developer.
• 5+ years implementing:
• Incident Management
• Problem Management
• Change Management
• Service Catalog
• 5+ years of Jira Administration.
• 5+ years integrating Jira with ServiceNow.
• 2+ years customizing ServiceNow platform components.
• 2+ years managing ServiceNow security, roles, groups, and permissions.

Technical Skills

Must Have:

• ServiceNow ITSM
• Incident Management
• Problem Management
• Change Management
• Service Catalog
• CMDB
• Knowledge Management
• ServiceNow Administration
• ServiceNow Architecture
• ServiceNow Integrations
• REST/SOAP APIs
• JavaScript / GlideScript
• Jira Administration
• Jira Workflows
• Dashboards & Reporting
• ITIL Framework

Preferred Qualifications

• 8+ years ServiceNow Architecture experience.
• 5+ years ServiceNow Development experience.
• Performance tuning and optimization expertise.
• ServiceNow upgrades and migrations.
• Advanced JavaScript / GlideScript scripting.
• ServiceNow custom application development.

Certifications Preferred

• ServiceNow CSA (Certified System Administrator)
• ServiceNow CIS-ITSM
• ServiceNow CIS-Service Catalog
• ITIL Foundation Certification