OverviewJOB TITLE: ServiceNow Architect
GOVERNMENT AGENCY: Department of State
POSITION INFORMATION: Full-Time Position; Government contractor supporting federal agency clients
LOCATION: Fully Remote (U.S.); availability during East Coast business hours required
BENEFITS: Health, Dental and Vision, 401(k), Flexible Spending Account (FSA), 11 Paid Federal Holidays, PTO, education reimbursement
CLEARANCE: Must have, at minimum, an active Interim Secret security clearance, with the ability to obtain and maintain a final Secret clearance.
ITC is seeking an experienced ServiceNow Architect to design and drive enterprise-level ServiceNow solutions that power our federal customer's IT modernization journey. This is a strategic, hands-on leadership role for a professional who thrives on solving complex challenges, architecting scalable systems, and mentoring teams to deliver excellence. As the primary technical authority on the platform, the ServiceNow Architect works at the intersection of technology, process, and mission—leading solution design across enterprise modules, architecting secure integrations, owning release management, and advising federal stakeholders on how to modernize the way government manages and delivers digital services.
Responsibilities
RESPONSIBILITIES:
- Architecture & Solution Design
- Design and lead the architecture, implementation, and optimization of the ServiceNow platform across enterprise modules, including ITSM, ITOM, HAM, SAM, HRSD, SPM, GRC, SecOps, ServiceNow Vault, Automation Engine, and CMDB.
- Translate business goals into scalable, maintainable, and secure solutions that improve workflows, productivity, and service delivery.
- Conduct detailed requirements analysis and review business requirements to ensure technical clarity and feasibility before development begins.
- Lead workshops and technical design discussions with stakeholders to define platform requirements and align solutions with organizational goals.
- Proactively identify risks, dependencies, and design gaps early in the development lifecycle.
- Development & Integration
- Design, develop, and deploy custom applications and cross-scope solutions within ServiceNow tailored to federal requirements.
- Architect and implement secure integrations with enterprise and third-party systems using REST/SOAP web services, IntegrationHub, MID Servers, and middleware technologies.
- Build advanced Service Catalog items, including catalog client scripts, UI policies, and Flow Designer automations.
- Support ongoing improvement and optimization of core ITSM modules, including Incident, Problem, Change, Request, and Knowledge Management.
- Integrate AI-driven capabilities into ServiceNow to enhance automation, predictive analysis, and decision-making.
- Ensure platform health through robust data management, workflow optimization, and performance tuning.
- Release Management & Quality
- Own end-to-end release management, including release cycle planning, environment management, update set deployment, runbook maintenance, and release documentation across Agile sprint cycles.
- Lead technical and peer code reviews, and oversee testing, deployment, and ongoing platform improvement.
- Execute and oversee unit, integration, and regression testing to drive high-quality, defect-free deployments.
- Ensure solution quality through compliance and governance checks, and maintain technical design records.
- Leadership & Collaboration
- Serve as the primary technical authority on the platform, mentoring developers, administrators, and functional team members on ServiceNow architecture, scripting, DevOps approaches, and platform best practices.
- Participate in client calls to lead and advise on technical design discussions, presenting technical solutions clearly to both technical and non-technical audiences.
- Collaborate with federal stakeholders to align solutions with modernization goals, compliance standards, and security frameworks, including NIST and FISMA.
- Monitor ServiceNow releases and recommend enhancements to keep the environment current.
- Support Windows Server implementation, upgrades, and integrations as required by the environment.
Qualifications
REQUIRED:
- 8+ years of hands-on ServiceNow experience, including 3+ years in an architect or technical lead role on enterprise implementations.
- Proven experience architecting enterprise ServiceNow solutions across multiple modules, including ITSM, ITOM, and CMDB, plus at least one of HAM, SAM, HRSD, SPM, GRC, or SecOps.
- Expert-level scripting and development skills, including JavaScript, Glide APIs, Business Rules, Script Includes, and scoped application development.
- Demonstrated experience architecting integrations using REST/SOAP web services, IntegrationHub, MID Servers, and middleware technologies.
- Strong knowledge of CMDB design, data modeling, and the Common Service Data Model (CSDM).
- Experience owning release management, including instance and environment strategy, update set deployment, and release documentation across Agile sprint cycles.
- A track record of setting development standards, leading code reviews, and mentoring developers and administrators.
- Strong communication skills and the ability to lead technical design discussions and present solutions to both technical and non-technical audiences, including federal stakeholders.
- ServiceNow Certified System Administrator (CSA) and Certified Application Developer (CAD) certifications, required.
- At least one ServiceNow Certified Implementation Specialist (CIS) certification, required.
PREFERRED:
- ServiceNow Certified Technical Architect (CTA) or Certified Master Architect (CMA).
- Additional Certified Implementation Specialist (CIS) certifications (e.g., ITSM, Discovery, HAM, SAM, SecOps, or IRM/GRC).
- Experience implementing ServiceNow AI capabilities, such as Now Assist, Predictive Intelligence, or Virtual Agent.
- Experience with ServiceNow Vault, Automation Engine, or platform encryption and data protection features.
- Experience with DevOps practices, source control integration, CI/CD pipelines, and the Automated Test Framework (ATF).
- Prior experience supporting federal or defense contracting environments, including familiarity with NIST, FISMA, and FedRAMP.
- Windows Server implementation and administration experience.
- ITIL v4 Foundation certification (or higher).
SECURITY CLEARANCE REQUIREMENTS:
- Must have, at minimum, an active Interim Secret security clearance, with the ability to obtain and maintain a final Secret clearance.
- U.S. Citizenship is required due to the nature of this government contract.
WORK ENVIRONMENT AND PHYSICAL DEMANDS: This is a fully remote position within the U.S. Candidate must be available during East Coast business hours for client calls and technical design discussions; occasional travel may be required for major planning events. No relocation or office reporting is expected.
