ServiceNow Architect

This is a platform ownership role focused on the continued development, maturity, and expansion of ServiceNow across the organization. The successful candidate should think beyond individual tickets and enhancements and focus on process efficiency, automation, data integrity, user adoption, scalability, and long-term platform value.

The ServiceNow Architect will own assigned solutions and modules end-to-end, from requirements gathering and solution design through development, testing, deployment, documentation, and continuous improvement in production.

The role will initially support ServiceNow development and platform initiatives based on defined projects, enhancements, and organizational priorities, with the opportunity to assume greater platform ownership as ServiceNow capabilities and adoption continue to expand.

Essential Functions

Platform Development & Ownership

• Serve as a primary technical resource for the ServiceNow platform across the enterprise environment.
• Design, develop, test, deploy, and continuously improve ServiceNow solutions based on business and IT requirements.
• Develop and maintain Business Rules, Client Scripts, Script Includes, UI Policies, UI Actions, ACLs, Scheduled Jobs, and other platform components using JavaScript and Glide APIs.
• Build and manage Flow Designer flows, subflows, actions, approvals, notifications, and other automation.
• Manage Update Sets and controlled promotion of changes across Development, Test, and Production environments.
• Support platform upgrades, testing, release management, and ongoing platform health.
• Evaluate existing configurations and recommend opportunities to simplify, standardize, or improve solutions.

ITSM & Service Experience

• Develop and mature ITSM capabilities including Incident, Problem, Change, Request, and Service Catalog.
• Configure and improve Change Management capabilities including change models, approvals, CAB workflows, risk assessment, and supporting automation.
• Design and maintain Service Catalog items, Record Producers, approval workflows, SLAs, and self-service capabilities.
• Improve agent workspaces, assignment processes, queues, forms, and other experiences that increase technician efficiency.
• Continuously improve the end-user experience through portal improvements, self-service, automation, and feedback-driven iteration.
• Identify unnecessary manual processes and develop practical solutions that improve service delivery.

HAM / SAM & Asset Lifecycle

• Develop and mature Hardware Asset Management (HAM) and Software Asset Management (SAM) capabilities within ServiceNow.
• Configure and improve hardware asset lifecycle processes including receiving, assignment, inventory, refresh, return, retirement, and disposal.
• Improve asset ownership, inventory visibility, normalization, reconciliation, and reporting.
• Develop software asset and license management capabilities including software inventory, entitlement and license visibility, utilization, and lifecycle management.
• Develop automation between asset management, request fulfillment, procurement, onboarding/offboarding, and other applicable processes.
• Maintain appropriate relationships between assets and Configuration Items within the CMDB.

ITOM, Discovery & CMDB

• Mature and maintain the CMDB with an emphasis on accuracy, completeness, ownership, relationships, and data integrity.
• Configure and optimize Discovery schedules, MID Servers, Service Mapping, reconciliation rules, normalization, and CI relationships.
• Support ITOM capabilities that improve infrastructure and service visibility.
• Develop processes and automation to identify and remediate stale, duplicate, incomplete, or inaccurate CMDB data.
• Partner with infrastructure and application teams to establish appropriate CI ownership and data governance.

Integration & Automation

• Design, develop, and maintain integrations between ServiceNow and enterprise platforms using REST/SOAP APIs, IntegrationHub, MID Server, and other supported integration methods.
• Design and deploy IntegrationHub spokes, spoke actions, and reusable automation components.
• Integrate ServiceNow with enterprise identity, endpoint management, monitoring, security, business, and other platforms as requirements evolve.
• Identify opportunities to automate repetitive IT and business processes and reduce manual intervention.
• Design integrations with scalability, maintainability, security, and appropriate error handling in mind.

Reporting, Analytics & Platform Visibility

• Develop dashboards and operational reporting that provide meaningful visibility into service performance.
• Provide reporting around workload, ticket aging, SLA performance, trends, ownership, asset inventory, CMDB health, and other operational metrics.
• Work with IT leadership and process owners to identify meaningful KPIs and translate them into actionable ServiceNow reporting.
• Improve data quality where necessary to ensure ServiceNow reporting can be relied upon for operational and management decisions.

Acquisition & Business Process Integration

• Support the onboarding of newly acquired organizations, teams, users, assets, and business processes into the ServiceNow environment.
• Assess existing processes and workflows—including SharePoint-based or other legacy workflows—and determine appropriate ServiceNow solutions.
• Translate business processes into scalable ServiceNow workflows, catalog items, approvals, integrations, and automation.
• Work with stakeholders to gather requirements, validate designs, conduct testing, and coordinate production implementation.
• Look for opportunities to standardize acquired processes while avoiding unnecessary customization.

Security, Governance & Compliance

• Maintain ServiceNow roles, ACLs, RBAC, and other security configurations to appropriately protect platform data.
• Follow established development, testing, documentation, peer review, change management, and production deployment processes.
• Support SOX, SOC, CMMC, NIST 800-171, and other applicable compliance requirements where ServiceNow workflows, access controls, reporting, or audit evidence are involved.
• Develop and maintain workflows supporting access requests, approvals, access reviews, change management, and other controlled processes as required.
• Ensure platform solutions are designed with auditability and appropriate separation of duties in mind.

Continuous Improvement & Platform Adoption

• Maintain a platform ownership mindset, proactively identifying opportunities to improve ServiceNow rather than relying solely on submitted enhancement requests.
• Recommend capabilities that maximize the value of existing ServiceNow licensing and identify when additional modules or capabilities may provide measurable value.
• Partner with IT leadership, technical teams, process owners, and business stakeholders to establish priorities and deliver scalable solutions.
• Promote adoption through intuitive workflows, self-service capabilities, documentation, and user feedback.
• Maintain technical documentation, integration architecture, configuration documentation, and operational runbooks.
• Provide knowledge transfer for significant configurations and enhancements.
• Serve as an escalation resource for complex ServiceNow platform issues when required.

Qualifications

• 5+ years of hands-on ServiceNow development and administration experience.
• Strong proficiency with JavaScript, Glide APIs, Business Rules, Client Scripts, Script Includes, UI Policies, UI Actions, ACLs, and Flow Designer.
• Demonstrated experience with ServiceNow ITSM including Incident, Problem, Change, Request, and Service Catalog.
• Experience with HAM, SAM, or broader IT Asset Management capabilities.
• Experience with CMDB, Discovery, MID Server, Service Mapping, reconciliation, and CI relationships.
• Practical experience developing automation using Flow Designer, IntegrationHub, or comparable ServiceNow capabilities.
• Experience developing REST/SOAP integrations and understanding ServiceNow integration patterns.
• Experience developing operational dashboards and reporting within ServiceNow.
• Strong understanding of ITIL practices and their application within ServiceNow.
• Ability to translate technical and business requirements into practical, scalable platform solutions.
• Ability to independently scope, design, develop, test, document, deploy, and support ServiceNow solutions.
• Strong communication skills and the ability to work effectively with both technical and non-technical stakeholders.
• Experience with Integrated Risk Management (IRM/GRC), IT Operations Management (ITOM), and Strategic Portfolio Management (SPM).

Education / Certifications

• Bachelor’s degree in Computer Science, Information Systems, or a related field (or equivalent work experience).
• ServiceNow Certified System Administrator (CSA) preferred.
• ServiceNow Certified Application Developer (CAD) or Certified Implementation Specialist (CIS ITSM) preferred.
• ServiceNow Certified System Administrator (CSA).
• ServiceNow Certified Application Developer (CAD).
• CIS-ITSM, CIS-HAM, CIS-SAM, or other applicable ServiceNow certifications.
• Experience with ServiceNow HAM Pro and/or SAM Pro.
• Experience with ITOM, Service Mapping, Performance Analytics, IntegrationHub, or other advanced ServiceNow capabilities.
• Experience integrating newly acquired organizations or migrating business processes into ServiceNow.
• Experience translating legacy or SharePoint-based workflows into ServiceNow.
• Experience supporting defense, aerospace, government contracting, or other regulated environments.
• Familiarity with SOX, SOC, CMMC, NIST 800-171, or similar compliance frameworks.

Experience

• 6+ years of hands-on ServiceNow development experience with a focus on ITSM and ITOM.
• Experience with ServiceNow integrations using REST/SOAP APIs, IntegrationHub, and MID Server.
• Experience configuring and administering Service Catalog, Change Management, Incident, Problem, and Request Management modules.
• Hands-on experience with CMDB, Discovery, and Service Mapping.
• Experience with ServiceNow GRC, SecOps, or HR Service Delivery modules preferred.
• Experience with ServiceNow in FedRAMP or GovCloud environments preferred.
• Experience in defense, aerospace, or government contracting environments with knowledge of SOX, SOC, CMMC, and NIST 800-171 compliance preferred.
• Experience with Performance Analytics, reporting, and executive dashboards in ServiceNow preferred.
• Experience migrating from Zendesk, Jira Service Management, or other ITSM platforms to ServiceNow preferred.

Security Clearance

Ability to obtain/maintain a Secret DoD clearance, U.S. Citizenship required.