ServiceNow Architect

Senior ServiceNow Architect (ServiceNow & Jira)Location: Maryland (Hybrid/Onsite as Required)Employment Type: ContractExperience Required: 8+ YearsPosition Level: Senior ArchitectPosition OverviewWe 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.Key Responsibilities ServiceNow Architecture & DevelopmentArchitect, 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.ITSM Process ImplementationDesign 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.Service Catalog & Request ManagementDesign and maintain enterprise Service Catalog offerings.Develop request fulfillment workflows and automation strategies.Streamline service delivery through orchestration and workflow automation.CMDB & Asset ManagementDesign, 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.Integrations & AutomationIntegrate 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.Reporting & AnalyticsCreate 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.Jira Administration & DevelopmentConfigure 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.Support & DocumentationTroubleshoot 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.Required Qualifications 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 ManagementProblem ManagementChange ManagementService CatalogMinimum 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:TablesFormsFieldsWorkflowsBusiness RulesMinimum 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 & AdministrationITIL Framework Preferred Qualifications 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:JavaScriptGlideScriptAngularJSREST/SOA IntegrationsExperience with ServiceNow Discovery and CMDB integrations.Experience integrating ServiceNow with Agile and DevOps tools. Certifications PreferredServiceNow Certified System Administrator (CSA)ServiceNow Certified Implementation Specialist (CIS)ITIL Foundation Certification or higherAdditional ServiceNow certifications in ITSM, Service Catalog, CMDB, or related modulesKey SkillsServiceNow ArchitectureITSMCMDBIncident ManagementProblem ManagementChange ManagementService CatalogServiceNow DevelopmentJavaScript / GlideScriptREST APIsWorkflow AutomationJira AdministrationAgile & DevOpsPlatform IntegrationsReporting & DashboardsITIL