Senior ServiceNow Architect

About DMI

DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, DMI is committed to delivering secure, efcient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com

About the Opportunity

DMI, LLC is seeking a Senior Systems Architect (Senior ServiceNow Architect) to provide services related to the planning, architecting, setup, and maintenance of core IT infrastructure and network capabilities, including but not limited to hardware and equipment, operating systems, software, database, middleware, cloud, mobile, and technologies.

Duties and 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(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.

Qualifications

Education and Years of Experience:

• 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).

Required Skills & Certifications:

• 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.
• 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.

Background Requirements: Must be able to complete a required fingerprint background investigation.

Citizenship Status Required: No Restrictions

Physical Requirements: None required for this position.

Location: Baltimore, MD

• May be required to work on-site or remotely on specific days.
• #LI-SP1

Working at DMI

DMI is a diverse, prosperous, and rewarding place to work. Our culture is shaped by five core values that guide how we work, grow, and succeed together:

• Do What's Right - We lead with honesty and integrity.
• Own the Outcome - We take responsibility and deliver.
• Deliver for Our Customers - We are relentless about delivering value.
• Think Bold, Act Smart - We innovate with purpose.
• Win Together - We collaborate and celebrate our success.

These values aren't just ideals-they show up in how we support every part of your well-being:

• Convenience/Concierge - Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.
• Development - Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.
• Financial - Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.
• Recognition - Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.
• Wellness - Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.

DMI values employees for their talents and contributions, and we take pride in helping our customers achieve their goals. Because when we live our values, we all win together.

• No Agencies Please *

Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.