ServiceNow Architect

Overview:

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform® provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.Empower.ai.

Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company’s commitment to hiring and supporting active-duty and veteran employees.

DIGIT is looking for a ServiceNow Architect to support the Digital Innovation for General Services Administration (GSA) Infrastructure Technologies (DIGIT) task order, to be a key member of the team and responsible for architecting optimal ServiceNow solutions that solve complex cross-functional business and technical needs, while defining and executing the ServiceNow roadmap and strategy.  

The ServiceNow Architect is a hands-on role that includes the daily support, operations, and solutioning of the ServiceNow platform, including CMDB, ITAM, ITBM, ITOM, ITSM, and others.  This includes solution architecture design, process architecture, platform upgrades, and development of enhancements/customizations and platform ownership.

The ServiceNow Architect is a trusted advisor to the DIGIT stakeholders and facilitates customer success through strategic planning functions that include business value identification, road mapping, advising and defining successful execution strategies encompassing governance frameworks and managing large enterprise programs.

Responsibilities:

The ServiceNow Architect shall perform the following (to include but not limited to) activities: 

• Develop strong relationships with internal and external stakeholders to understand the client’s vision and how ServiceNow plays in their digital transformation journey.
• Formulate and define specifications and modifications for the ServiceNow platform in terms of business needs and apply them to enterprise organizational objectives.
• Provide technical leadership for planning, designing, upgrading, installing, testing, implementing, documenting, and maintaining the ServiceNow platform.
• Develop and maintain a comprehensive technical blueprint of the ServiceNow services, creating solution options that align IT services with business missions, goals, and objectives with consideration of both technical and non-technical implications and trade-offs.
• Manages technical governance processes including working with stakeholders to establish delivery operating model governance to ensure successful go-lives, end-user adoption, and on-going support that align with ServiceNow out of the box capabilities.
• Develop JavaScript server/client code as needed for integration and maintain data integration processes between ServiceNow and other services.
• Consults with the customer on new modules purchase, license requirements, and all components related to ServiceNow agreement renewals.
• Evaluate ServiceNow platform performance, isolate and debug software problems, and make recommendations for problem resolution.
• Provide advanced support for ServiceNow by troubleshooting a variety of difficult software problems, implementing bug fixes, and performing root cause analysis using agile methodologies.
• Perform hands-on technical development work and create and use update sets to move customer configuration between environments.
• Escalate issues to vendor and third-party entities, as necessary and directed by the Government.
• Produce knowledge base articles and SOPs.
• Performs related work as required.
• Perform Code Reviews and Perform Peer programming.
• Provide hands-on implementation experience for integrations and perform work as needed.

Requirements:

• Public Trust Clearance.
• ITILv4 Foundation Training and Certification.

• Bachelor’s degree or equivalent.
• Minimum of 10-15 years of related experience.
• Minimum of 5 years of experience with ServiceNow. 
• 5+ years of leading architecture and design using the ServiceNow Platform.
• Experience working with functional business leaders, identifying business objectives and developing outcome-focused roadmaps.
• ServiceNow Certification Implementation Specialist (CIS) or higher preferred.
• Experience with the following:
• Three (3) years of experience with core JavaScript development
• Two (2) years of experience with web technologies such as DHTML, CSS, AJAX, XML, HTTP
• Two (2) years of experience with Server-side technologies
• Three (3) years of Database technologies such as JDBC, SQL, MySQL, Oracle
• Experience as a remote worker demonstrating time management and self-discipline. 
• Ability to apply fundamental concepts, processes, practices, and procedures on multiple technical work assignments. 
• Contributes to deliverables and performance metrics where applicable. 
• Performs work that requires practical experience and training while under supervision.

• Provides technical/management leadership on major tasks or technology assignments.
• Establishes goals and plans to meet project objectives.
• Has domain and expert technical knowledge.
• Design and develop solutions to complex applications problems, system issues, or network concerns.
• Perform systems management and integration functions.
• Interactions involve stakeholder negotiations and interfacing with senior management/leadership.
• Functions as a technical expert across key tasks and on multiple complex and high impact work assignments. 
• Evaluates performance results and recommends major changes affecting short-term project growth and success.
• Assignments may be broad in nature, requiring originality, practical experience, and innovation to determine how to accomplish tasks.  
• Operates with appreciable latitude in developing methodology and presenting solutions to problems.
• Decision-making and domain knowledge may have a critical impact on overall project implementation. 
• Contributions to deliverables and performance metrics where applicable. 
• Work is performed remotely under limited supervision and may supervise others.

Desired:

• Strong technical project management, requirements gathering, documentation, scrum/agile application development life cycle, and leadership skills.
• Direct experience leading SAFe or SAFe for Government.
• SAFe for Architects.
• Certified Technical Architect Certification (CTA)
• Direct experience designing business functions, processes and information flow within ServiceNow or between ServiceNow and other business systems using SOAP and REST API.
• Understanding and experience related to advanced ServiceNow development, including the following:
• Browser events, best practices in JavaScript coding, style sheets, jQuery.
• The Glide Stack, Jelly scripts along with SN extensions, server-side JavaScript.
• Database relationships, views, query definition, before/after business rules.
• ITSM, ITBM, ITOM, ITAM, CSDM, HRSD, and others.
• All aspect of ServiceNow - UI Actions, UI Policy, UI Pages, Business Rules, Client Scripts, Include Scripts, Catalog Client Scripts, Catalog UI Policies, Email Scripts, Scripted Web Services, Rest and SOAP web services, Roles / Groups to name a few.

Physical Requirements:

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is regularly required to do the following: 

• As a remote position, personnel are expected to maintain their home workspace in a safe manner, free from safety hazards.
• Personnel are expected to ensure the protection of proprietary company and customer information accessible from their home office consistent with the company’s expectations of information security.
• Communicate verbally and respond to verbal communications in person, over the phone or by video chat.
• Communicate clearly and succinctly in writing, primarily utilizing a keyboard 
• Sitting for long periods
• Viewing computer screens for long periods of time 
• Travel is not required.

It is the policy of Empower AI to provide equal opportunity in recruiting, hiring, training, and promoting individuals in all job categories without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other protected class or category as may be defined by federal, state, or local laws or regulations. In addition, we affirm that all compensation, benefits, company-sponsored training, educational assistance, social, and recreational programs are administered without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, or gender identity. It is our firm intent to support equal employment opportunity and affirmative action in keeping with applicable federal, state, and local laws and regulations.  Empower AI is a VEVRAA Federal Contractor.