ServiceNow Architect

Location: Maryland (Hybrid/Onsite as Required)
Employment Type: Contract
Experience Required: 8+ YearsPosition Level: Senior ArchitectPosition Overview

We are seeking an experienced Senior ServiceNow Architect to lead the design, implementation, administration, and optimization of enterprise ServiceNow and Jira platforms. The ideal candidate will have extensive experience architecting IT Service Management (ITSM) solutions, configuring ServiceNow modules, implementing CMDB strategies, integrating enterprise applications, and administering Jira environments.

This role requires a strategic thinker with deep technical expertise who can collaborate with stakeholders, define scalable solutions, and drive platform governance, automation, and continuous improvement initiatives.

• Architect, configure, customize, and administer the ServiceNow platform to support enterprise business and IT operations.
• Design and manage ServiceNow data structures including tables, fields, forms, relationships, and configurations.
• Develop and implement business rules, workflows, UI policies, client-side scripts, server-side scripts, and automation solutions.
• Establish and manage roles, groups, permissions, and access controls in accordance with security and compliance requirements.
• Plan, execute, and support ServiceNow platform upgrades, patches, and migrations.

• Design and enhance Incident Management processes, including SLAs, escalations, notifications, and approval workflows.
• Implement and optimize Problem Management processes aligned with ITIL best practices.
• Architect and maintain Change Management workflows with appropriate governance and risk controls.
• Design, implement, and maintain Knowledge Management capabilities to improve organizational self-service and information sharing.

• Design and maintain enterprise Service Catalog offerings.
• Develop request fulfillment workflows and automation strategies.
• Streamline service delivery through orchestration and workflow automation.

• Design, implement, and maintain the Configuration Management Database (CMDB).
• Establish CI relationships, data governance standards, and discovery integrations.
• Ensure CMDB data accuracy, reliability, and compliance with organizational standards.

• Integrate ServiceNow with enterprise applications using APIs, web services, middleware, and automation tools.
• Develop scalable integration solutions between ServiceNow and Jira.
• Implement workflow automation to improve operational efficiency.

• Create and maintain dashboards, KPIs, and reports within ServiceNow.
• Deliver actionable insights regarding IT service performance and operational effectiveness.
• Enhance reporting capabilities to support executive and operational decision-making.

• Configure and administer Jira projects, workflows, issue types, custom fields, permissions, dashboards, and notification schemes.
• Design and standardize Jira project templates for multiple teams.
• Support integrations between Jira and ServiceNow to enable cross-functional collaboration.
• Maintain Jira governance and best practices across the organization.

• Troubleshoot workflow issues, incidents, and enhancement requests.
• Provide training and mentoring to administrators, stakeholders, and end users.
• Develop and maintain technical documentation, architecture diagrams, standards, and operating procedures.

• Bachelor's degree in Information Technology, Computer Science, Engineering, or related field.
• Minimum 5 years of experience supporting enterprise applications within large IT environments.
• Minimum 5 years of experience as a ServiceNow Architect, Administrator, or Developer.
• Minimum 5 years of hands-on experience implementing and supporting:
  • Incident Management
  • Problem Management
  • Change Management
  • Service Catalog
• Minimum 5 years of experience administering Jira projects, workflows, dashboards, issue types, permissions, and integrations.
• Minimum 2 years of experience configuring and customizing ServiceNow components including:
  • Tables
  • Forms
  • Fields
  • Workflows
  • Business Rules
• Minimum 2 years of experience managing users, groups, roles, and access controls.
• Experience integrating ServiceNow with enterprise applications and third-party platforms.
• Strong experience developing ServiceNow reports and dashboards.
• Strong understanding of:
  • IT Service Management (ITSM)
  • CMDB Design & Administration
  • ITIL Framework

• 8+ years of ServiceNow architecture and platform leadership experience.
• 5+ years of ServiceNow custom application development experience.
• 5+ years of performance tuning and optimization experience for large-scale ServiceNow environments.
• Experience leading ServiceNow platform upgrades and migrations.
• Strong proficiency with:
  • JavaScript
  • GlideScript
  • AngularJS
  • REST/SOA Integrations
• Experience with ServiceNow Discovery and CMDB integrations.
• Experience integrating ServiceNow with Agile and DevOps tools.

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Implementation Specialist (CIS)
• ITIL Foundation Certification or higher
• Additional ServiceNow certifications in ITSM, Service Catalog, CMDB, or related modules

• ServiceNow Architecture
• ITSM
• CMDB
• Incident Management
• Problem Management
• Change Management
• Service Catalog
• ServiceNow Development
• JavaScript / GlideScript
• REST APIs
• Workflow Automation
• Jira Administration
• Agile & DevOps
• Platform Integrations
• Reporting & Dashboards
• ITIL