ServiceNow Architect

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary technical resource for the ServiceNow platform throughout the organization.

• Take ownership of designated ServiceNow solutions and modules from start to finish, including requirements gathering, solution design, development, testing, deployment, documentation, and continuous improvement.

• Design, develop, test, deploy, and enhance ServiceNow solutions.

• Create and uphold Business Rules, Client Scripts, Script Includes, UI Policies, UI Actions, ACLs, Scheduled Jobs, and other platform components utilizing JavaScript and Glide APIs.

• Construct and oversee Flow Designer flows, subflows, actions, approvals, notifications, and automation.

• Manage Update Sets and oversee their controlled promotion across Development, Test, and Production environments.

• Assist with platform upgrades, testing, release management, and overall platform health.

• Develop and enhance ITSM capabilities, encompassing Incident, Problem, Change, Request, and Service Catalog functionalities.

• Configure Change Management, Service Catalog items, Record Producers, approval workflows, SLAs, self-service, agent workspaces, queues, and forms.

• Advance HAM/SAM and asset lifecycle capabilities.

• Enhance asset ownership, inventory visibility, normalization, reconciliation, reporting, and software license management.

• Ensure the accuracy, completeness, ownership, relationships, and data integrity of the CMDB.

• Configure and optimize Discovery, MID Servers, Service Mapping, reconciliation rules, normalization, and CI relationships.

• Design and maintain REST/SOAP, IntegrationHub, MID Server, and other ServiceNow integrations.

• Integrate ServiceNow with identity management, endpoint management, monitoring, security, business, and other enterprise platforms.

• Develop dashboards and operational reports to track service performance, SLAs, workload, assets, CMDB health, and KPIs.

• Facilitate the onboarding of acquired organizations, teams, users, assets, and processes into ServiceNow.

• Convert legacy or SharePoint-based workflows into scalable ServiceNow workflows, catalog items, approvals, integrations, and automation.

• Maintain roles, ACLs, RBAC, security configurations, auditability, and separation of duties.

• Comply with SOX, SOC, CMMC, NIST 800-171, and other relevant compliance requirements.

• Collaborate with IT leadership, technical teams, process owners, and business stakeholders to set priorities and deliver scalable solutions.

• Encourage platform adoption through intuitive workflows, self-service options, documentation, and user feedback.

• Keep technical documentation, integration architecture, configuration documents, and operational runbooks updated.

• Provide knowledge transfer and act as an escalation resource for complex ServiceNow issues.

⛳️ Requirements

• Over 5 years of practical experience in ServiceNow development and administration.

• High proficiency in JavaScript, Glide APIs, Business Rules, Client Scripts, Script Includes, UI Policies, UI Actions, ACLs, and Flow Designer.

• Proven experience with ServiceNow ITSM, including Incident, Problem, Change, Request, and Service Catalog.

• Familiarity with HAM, SAM, or broader IT Asset Management capabilities.

• Knowledge of CMDB, Discovery, MID Server, Service Mapping, reconciliation, and CI relationships.

• Hands-on experience in developing automation with Flow Designer, IntegrationHub, or similar ServiceNow capabilities.

• Experience creating REST/SOAP integrations and understanding ServiceNow integration patterns.

• Capability to develop operational dashboards and reporting within ServiceNow.

• Strong grasp of ITIL practices and their implementation in ServiceNow.

• Competence in translating technical and business requirements into scalable platform solutions.

• Ability to independently scope, design, develop, test, document, deploy, and support ServiceNow solutions.

• Excellent communication skills with the ability to collaborate effectively with both technical and non-technical stakeholders.

• Experience with Integrated Risk Management (IRM/GRC), IT Operations Management (ITOM), and Strategic Portfolio Management (SPM).

• Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent professional experience.

• U.S. Citizenship is required.

• Capability to obtain and maintain a Secret DoD clearance.

• Consistent full-time attendance is necessary.

• ServiceNow CSA, CAD, CIS-ITSM, CIS-HAM, CIS-SAM, or other relevant certifications are preferred.

• Experience with ServiceNow HAM Pro/SAM Pro, advanced ServiceNow features, acquisitions/process migrations, regulated environments, compliance frameworks, FedRAMP/GovCloud, Performance Analytics, and ITSM platform migrations is preferred.

🏝️ Benefits

• 401(k) retirement plan.

• Group medical insurance coverage, with a portion of premiums covered by the company.

• Group dental insurance coverage, with a portion of premiums covered by the company.

• Group vision insurance coverage, with a portion of premiums covered by the company.

• Group disability insurance coverage, with a portion of premiums covered by the company.

• Group life insurance coverage, with a portion of premiums covered by the company.

• Funds available for professional development.

• Employee Assistance Plan (EAP).

• Access to counseling support.

• Legal assistance.

• Support for child and elder care.

• Occasional travel to AEVEX facilities for implementation workshops, go-lives, and team events.

• Remote work arrangements are available.