Architect, ServiceNow (Senior) Architect

Architect, Systems (Senior) Architect, configure, and customize the ServiceNow platform to meet organizational needsacross multiple teams and business units. Define and manage data structures, includingtables, fields, and relationships, ensuring scalability and data integrity.Design, develop, and implement business rules, workflows, UI policies, and client/server-sidescripting 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, ensuringtimely resolution and continuous improvement(Both Jira and ServiceNow).Enhance existing Incident Management workflows, including the definition andimplementation of SLAs, escalations, and approval processes. Design and implement ProblemManagement processes in alignment with agency requirements and ITIL best practices.Architect and implement the Change Management module, ensuring governance, riskmitigation, and compliance with ITIL standards(Both Jira and ServiceNow).Design, develop, and maintain the Service Catalog, including service requests and offerings asdefined by the organization. Streamline requests fulfillment through automation andorchestration.Integrate ServiceNow with internal and external applications using APIs, web services, andmiddleware technologies. Implement automation through workflows, scripting, andorchestration tools.Develop and maintain reports and dashboards to provide actionable insights into IT serviceperformance. 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 sharingand self-service capabilities.Identify and resolve performance and scalability issues, ensuring optimal platform operation.Provide training and guidance to end-users, stakeholders, and administrators. Maintaincomprehensive 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 discoverytools 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 seamlesscollaboration 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 ensureconsistency across development and service workflows.

4Section 1 General InformationNote: The candidate must be flexible to work overtime as needed, including weekends,holidays, and off-hours.2.6 Personnel Qualifications - Minimum QualificationsFor minimum qualifications, see the labor category description in MHBE IT IDIQ RFP for the subject RFR laborcategory. In addition, qualified candidates MUST meet the minimum qualifications specified below. Please referto RFP Section 2.6.1 minimum qualifications for substitution requirements.Candidates not meeting minimum qualifications will be deemed not reasonably susceptible for the award andwill not progress to full evaluation.Labor Category/s(From Section 1 Above)Minimum QualificationsArchitect, Systems (Senior) A minimum of five (5) years of experience in an enterprise IT environment supportingcomputer 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, andchange management modules in ServiceNow, developing and maintaining the ServiceCatalog.A minimum of five (5) years of experience creating, configuring, and administering Jiraprojects, including workflows, issue types, custom fields, dashboards, permissions, andintegrations with ServiceNow to support cross-platform collaboration.A minimum of two (2) years of demonstrated success in configuring and customizing theServiceNow 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 implementing(CMDB).Preferred QualificationsThe additional Experience/Knowledge/Skills listed below are preferred by MHBE.Architect, Systems (Senior) A minimum of eight (8) years of experience architecting the ServiceNow platform.A minimum of five (5) years of experience with ServiceNow development, including creatingcustom applications and modules.A minimum of five (5) years of experience in performance tuning and optimizing theServiceNow platform for scalability and responsiveness.A minimum of five (5) years of experience creating, configuring, and administering Jiraprojects, including workflows, issue types, custom fields, dashboards, permissions, andintegrations with ServiceNow to support cross-platform collaboration.

5Section 1 General InformationExperience with planning and executing ServiceNow platform upgrades and migrations.Proficiency in advanced scripting languages within the ServiceNow platform, such asGlideScript (JavaScript) or AngularJS.ServiceNow Certified Implementation Specialist certifications in specific modules, such as ITService Management (ITSM), Service Catalog, or other relevant areas.ServiceNow Certified System Administrator (CSA) certification.ITIL (Information Technology Infrastructure Library) certification