ServiceNow Architect

ASSYST

Baltimore, MD

Full-time•

Art / Design / Entertainment, Information Technology

ASSYST is seeking a highly qualified ServiceNow Architect in Baltimore, Maryland (Hybrid Role) to provide services related to the planning, architecting, setup, and maintenance of core IT infrastructure and network capabilities, including but not limited to hardware and equipment, operating systems, software, database, middleware, cloud, mobile, and technologies.

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

Education Qualification:

Bachelor’s degree from an accredited college or university in Engineering, Computer Science, Information Systems, Business, or other related disciplines, or equivalent.

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 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.
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 implementation (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
A 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.
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.

ASSYST is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, national origin or any other characteristic protected under federal, state, or applicable local law

About the company

ASSYST

Company website•IT Services and IT Consulting

ASSYST is an agile, CMMC-certified, CMMI Maturity Level 3, and ISO 9001, ISO 20000, and ISO 27001-certified technology and consulting firm that helps government agencies modernize mission-critical operations through secure, intelligent, and outcome-driven digital transformation. We simplify complex IT and business processes, eliminate redundancy, and transform enterprise data into actionable intelligence that enables faster decision-making, improved productivity, and measurable mission outcomes.

Working collaboratively with agency stakeholders, cross-functional teams, and strategic partners, ASSYST delivers scalable solutions using CMMI-based engineering, Agile (Scrum and SAFe), DevSecOps, Human-Centered Design (HCD), ITSM/ITIL, and industry best practices to accelerate modernization while ensuring quality, security, and continuous improvement.

Our capabilities span Agentic AI, Generative AI, Cybersecurity, Governance, Risk and Compliance (GRC), Cloud Engineering, Application Modernization, Data Engineering, Enterprise Integration, Health IT, Digital Experience, and Managed Services. ASSYST combines operational excellence with continuous innovation to help agencies modernize securely, efficiently, and at scale.

Our solution portfolio includes ComplySyncATO, an AI-powered Continuous Authorization platform certified under FedRAMP 20x that automates RMF, continuous compliance, and cyber governance; PhoenixGA for AI-assisted application modernization and software engineering; Security Data Lake and AI-ready cyber analytics; cloud-native platform engineering; DevSecOps and Zero Trust implementation; enterprise data platforms and analytics; health data interoperability (FHIR/HL7); workflow automation; and Human-Centered Design for modern digital services.