ServiceNow Architect

ServiceNow Architect

Location: Rockville, MD - Hybrid/Remote but occasional visit is required. DMV areas candidate preferred.

Duration- Long term

End Client: Healthcare- Federal

Pay rate: Market/DOE

Active Public trust clearance/Or clearable

Prior experience with HRSA, HHS and other government exp.

Previous ServiceNow implementation experience is required

Key Responsibilities:

ServiceNow Administration:

• Manage and administer the ServiceNow platform, including user access, system configuration, and data management.

• Configure and customize ServiceNow modules, workflows, forms, and business rules to support ITSM processes and requirements.

• Monitor system health and performance, troubleshoot issues, and ensure the overall stability of the platform.

2. ITSM Development:

• Collaborate with stakeholders to gather and analyze business requirements, translating them into effective ServiceNow solutions.

• Design, develop, test, and deploy custom applications, modules, and integrations within the ServiceNow ecosystem.

• Create and maintain scripts, UI policies, and client scripts to enhance user experience and streamline processes.

3. Process Automation:

• Identify opportunities for process automation and optimization using ServiceNow's workflow engine and automation capabilities.

• Implement automation solutions to improve efficiency, reduce manual tasks, and enhance service delivery.

4. Incident and Problem Management:

• Design and configure incident and problem management processes within ServiceNow, ensuring timely and effective resolution of IT issues.

• Collaborate with cross-functional teams to establish best practices for incident and problem management.

5. Change Management:

• Configure and customize change management processes in ServiceNow, supporting controlled and efficient changes to IT environments.

• Facilitate change management activities, including planning, approval workflows, and reporting.

6. Reporting and Analytics:

• Create and maintain dashboards, reports, and performance metrics to monitor ITSM processes and measure service levels.

• Provide insights and recommendations based on data analysis to drive continuous improvement.

Qualification:

• Bachelor's degree in Information Technology, Computer Science, or related field.

• Proven experience as a ServiceNow Architect, focusing on ITSM processes and solutions.

• Strong hands-on experience with ServiceNow administration, configuration, and development.

• Proficiency in JavaScript, HTML, and CSS for scripting and UI customization.

• Familiarity with ITIL practices and ITSM processes (incident, problem, change management, etc.).

• Knowledge of ServiceNow integration capabilities and REST APIs.

• Excellent problem-solving skills and attention to detail.

• Strong communication and collaboration skills, with the ability to work effectively in cross-functional teams.

• ServiceNow certification(s) will be preferred .