System Architect (Service Now)

MHBE seeks one (1) ServiceNow Architect 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.

Duties/Responsibilities

• Architect, configure, and customize the ServiceNow platform to meet the organization's specific needs and requirements from multiple teams within the organization.
• Define and manage data structures, such as tables, fields, and relationships.
• Architect, design, and implement business rules, workflows, and UI policies.
• Define roles, and groups required for each workflow; access and permissions based on organizational requirements.
• Provide support for workflow or story related issues.
• Enhance the existing Incident management workflows and define SLA’s and Approvals
• Design and implement Problem Management processes in ServiceNow according to Agency requirements
• Design and implement the Change Management module according to the Agency requirements and ITIL best practices
• Design and implement the Service Catalog.
• Create and manage service requests and service offerings as defined by the Agency
• Integrate ServiceNow with internal applications.
• Implement automation through workflows, scripting, and orchestration
• Develop and maintain reports and dashboards to provide insights into IT service performance.
• Customize and configure reporting tools within the ServiceNow platform.
• Plan and execute platform upgrades.
• Manage patches and updates to ensure the platform's security and stability.
• Design and implement the Knowledge Management module.
• Identify and address issues related to performance and scalability as needed.
• Provide training to end-users and other administrators.
• Document configuration changes, processes, and best practices.
• Design and implement the ServiceNow CMDB as defined by the Agency
  
  

Note: The candidate must be flexible to work overtime as needed, including weekends, holidays, and off-hours.

Minimum Qualifications

• Ten (10) years of experience in an enterprise IT environment supporting computer hardware, software, and/or enterprise applications at an expert level
• Ten (10) years of proven experience as a ServiceNow architect, administrator, or similar role
• Five (5) years of experience designing and creating incident, problem, and change management modules in ServiceNow, developing and maintaining the Service Catalog
• Two (2) years of demonstrated success in configuring and customizing the ServiceNow platform, including knowledge of tables, fields, forms, and workflows
• 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)
• Bachelor’s Degree from an accredited college or university in Computer Science, Information Systems or related field or three (3) years of equivalent experience in a related field.
  
  

Preferred Qualifications

• Eight (8) years of experience architecting the ServiceNow platform
• Five (5) years of experience with ServiceNow development, including creating custom applications and modules
• Five (5) years of experience in performance tuning and optimizing the ServiceNow platform for scalability and responsiveness
• 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