Senior ServiceNow Architect
Baltimore, Maryland
Experience: 0
Category: Information Technology
Contractor Work Model: Hybrid
Brand: System One
Compensation Range: 55.00 - 65.00 Per Hour
Job ID: 352043
Date Posted: 06/09/2026
Shortcut: http://jobs.systemone.com/Ymag3W
Job Title: Senior ServiceNow Architect
Location: Baltimore, Maryland
Type: Contract To Hire
Contractor Work Model: Hybrid – onsite and remote
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.
Requirements
- Minimum of five (5) years of experience in an enterprise IT environment supporting computer hardware, software, and/or enterprise applications at an expert level.
- Minimum of five (5) years of proven experience as a ServiceNow architect, administrator, or similar role.
- Minimum of five (5) years of experience designing and creating incident, problem, and change management modules in ServiceNow, developing and maintaining the Service Catalog.
- 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.
- Minimum of two (2) years of demonstrated success in configuring and customizing the ServiceNow platform, including knowledge of tables, fields, forms, and workflows.
- 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).
- 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.
- Must be able to complete a required fingerprint background investigation.
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Ref: #856-Baltimore-S1
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