Title: ServiceNow Architect
Duration: 2 years
W2/ C2C/1099
Visa: Any
Work Location: , Baltimore, MD 21202
Duties and Responsibilities: • Architect, configure, and customize the ServiceNow platform to meet the organization's specific needs and requirements from multiple teams within the organization.
• Define and manage data structures, such as tables, fields, and relationships.
• Architect, design, and implement business rules, workflows, and UI policies.
• Define roles, and groups required for each workflow; access and permissions based on organizational requirements.
• Provide support for workflow or story related issues.
• Enhance the existing Incident management workflows and define SLA’s and Approvals
• Design and implement Problem Management processes in ServiceNow according to Agency requirements
• Design and implement the Change Management module according to the Agency requirements and ITIL best practices • Design and implement the Service Catalog.
• Create and manage service requests and service offerings as defined by the Agency
• Integrate ServiceNow with internal applications.
• Implement automation through workflows, scripting, and orchestration
• Develop and maintain reports and dashboards to provide insights into IT service performance.
• Customize and configure reporting tools within the ServiceNow platform.
• Plan and execute platform upgrades.
• Manage patches and updates to ensure the platform's security and stability.
• Design and implement the Knowledge Management module.
• Identify and address issues related to performance and scalability as needed.
• Provide training to end-users and other administrators.
• Document configuration changes, processes, and best practices.
• Design and implement the Service Now CMDB as defined by the Agency Note: The candidate must be flexible to work overtime as needed, including weekends, holidays, and off-hours. Minimum
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, problem, and change management modules in ServiceNow, developing and maintaining the Service Catalog.
• 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 Qualifications:
• 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.
• 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.
