Location: Baltimore, MD (Hybrid, with occasional on-site presence)
Start Date: January 20 2025
Duration: 5+ Years
Job Description:
We are seeking a Senior ServiceNow Architect to join our team and lead the planning, design, configuration, and maintenance of the ServiceNow platform. This position will support the organization's IT infrastructure and network capabilities, including hardware, operating systems, software, middleware, cloud, mobile, and other technologies.
Key Responsibilities:
Architect, configure, and customize the ServiceNow platform to meet organizational requirements.
Define and manage data structures such as tables, fields, and relationships.
Develop business rules, workflows, and UI policies to align with business needs.
Design and implement Incident Management, Problem Management, Change Management, and Knowledge Management modules following ITIL best practices.
Enhance Incident Management workflows and define SLAs and approval processes.
Design and maintain the Service Catalog, including creating and managing service requests and offerings.
Integrate ServiceNow with internal systems and third-party applications.
Automate processes through workflows, scripting, and orchestration.
Develop and maintain dashboards and reports for IT service performance insights.
Plan and execute ServiceNow platform upgrades, patches, and updates.
Ensure the performance and scalability of the platform.
Provide training to end-users and administrators.
Document configuration changes, processes, and best practices.
Required Qualifications:
A minimum of 5 years of experience in enterprise IT environments supporting hardware, software, and applications.
At least 5 years of proven experience as a ServiceNow architect, administrator, or similar role.
Expertise in designing and creating Incident, Problem, and Change Management modules and developing the Service Catalog.
A minimum of 2 years of experience configuring and customizing the ServiceNow platform (tables, fields, forms, workflows).
Strong understanding of IT Service Management (ITSM) processes and implementing CMDB.
Familiarity with integrating ServiceNow with other systems.
Proficiency in creating and customizing ServiceNow reports and dashboards.
Preferred Qualifications:
8+ years of experience architecting the ServiceNow platform.
5+ years of experience in ServiceNow development, including custom applications and modules.
Experience in platform performance tuning and optimization.
Proficiency in scripting languages like GlideScript or AngularJS.
Relevant certifications, including ServiceNow Certified System Administrator (CSA), ServiceNow Certified Implementation Specialist (ITSM or other modules), and ITIL certification.
Additional Information:
Flexibility to work overtime, including weekends, holidays, and off-hours, as needed.
Candidates must pass background checks and meet security requirements.