ServiceNow Architect

Falls Church, Virginia

  ServiceNow - Architect


Job Summary

  • Meet with stakeholders to understand requirements, perform gap-analysis, determine design and identify appropriate deployment strategy.
  • Perform gap analysis with ITSM and ITIL process, product capabilities and business requirements to provide a comprehensive solution
  • Configure and customize ServiceNow application/solution that includes screen designs, workflow configuration, reports, data imports, integration with third party software, and custom application development as per business requirements and expectations using out-of-box features
  • Develop custom applications using the ServiceNow AppEngine module
  • Provide administration, application development, maintenance, and technical support by using product best practices and techniques to configure robust solutions.
  • Follow best practices and continuous improvement process to identify future upgrade issues and design considerations
  • Periodically update and maintain a comprehensive testing protocol for ServiceNow instance upgrades with the purpose of certifying all applications for use after the upgrade completes
  • Respond to technical issues in a professional and timely manner.
  • Develop, maintain, and execute reports to ensure system operation meets performance targets.
  • Create and maintain system design and operations documentation.
  • Complete other duties as assigned


  • Bachelor’s Degree from an accredited college or university is required; Additional experience would be considered inlieu of degree
  • At least twelve (12) years of IT experience
  • 3+ years of technical lead experience in implementing ServiceNow
  • 5+ years in ServiceNow configuration and development experience with ITSM, CSM and/or equivalent
  • Support, perform and troubleshoot deployment issues.
  • Review the existing documentation and document technical specifications.
  • Perform maintenance on existing software products and contribute knowledge of business applications.
  • Contribute as necessary to the development of all project artifacts throughout the system development life cycle.
  • ServiceNow Implementation certification and ServiceNow Certified System Administrator (CSA) certification
  • Experience in developing customized application using the ServiceNow App Engine module including implementation of the data model, user experience components, logic and automation, and security
  • Deep functional and technical knowledge of the ServiceNow configuration and implementation
  • Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients
  • Expert knowledge of ServiceNow performance, availability monitoring, and analysis as well as configuration management