Senior ServiceNow Architect - Baltimore, MD

Senior ServiceNow Architect – Baltimore, MD

Creative Information Technology Inc (CITI) is an esteemed IT enterprise renowned for its exceptional customer service and innovation. We serve both government and commercial sectors, offering a range of solutions such as Healthcare IT, Human Services, Identity Credentialing, Cloud Computing, and Big Data Analytics. With clients in the US and abroad, we hold key contract vehicles including GSA IT Schedule 70, NIH CIO-SP3, GSA Alliant, and DHS-Eagle II. Join us in driving growth and seizing new business opportunities.

Role 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 scheme. Design and standardize Jira project templates to support multiple teams and ensure consistency across development and service workflows.

Minimum Qualification

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 Qualification

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.