The Role
Lead architecture, configuration, customization, and maintenance of ServiceNow and Jira for MHBE. Build ITSM modules (incident, problem, change), Service Catalog, CMDB, integrations, scripting/orchestration, dashboards, upgrades, and performance tuning. Provide support, documentation, training, and cross-platform collaboration to improve service delivery and automation.
Summary Generated by Built In
TriTech Enterprise Systems (TriTech) is seeking a 'Senior ServiceNow Architect' to support the Maryland Health Benefit Exchange (MHBE) contract. The candidate will provide services to the MHBE 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.
The MHBE program is an independent unit of state government that provides accessible, affordable health coverage to Marylanders. MHBE administers Maryland Health Connection (MHC), the state’s health insurance marketplace. Through MHC, Maryland residents explore health insurance plans, compare rates, and determine their eligibility for advanced premium tax credits (APTC), cost-sharing reductions (CSR), and public assistance programs such as Medicaid and the Maryland Children’s Health Insurance Program (MCHP).
Duties / Responsibilities:
Duties / Responsibilities:
- Architect, configure, and customize the ServiceNow platform to meet organizational needs across multiple teams and business units. Define and manage data structures, including tables, fields, and relationships, ensuring scalability and data integrity.
- Design, develop, and implement business rules, workflows, UI policies, and client/server-side scripting to automate processes and improve efficiency. Establish and manage roles, groups, and access controls aligned with organizational security and compliance requirements.
- Provide ongoing support for workflow-related issues, incidents, and user stories, ensuring timely resolution and continuous improvement (Both Jira and ServiceNow).
- Enhance existing Incident Management workflows, including the definition and implementation of SLAs, escalations, and approval processes. Design and implement Problem Management processes in alignment with agency requirements and ITIL best practices.
- Architect and implement the Change Management module, ensuring governance, risk mitigation, and compliance with ITIL standards(Both Jira and ServiceNow).
- Design, develop, and maintain the Service Catalog, including service requests and offerings as defined by the organization. Streamline request fulfillment through automation and orchestration.
- Integrate ServiceNow with internal and external applications using APIs, web services, and middleware technologies. Implement automation through workflows, scripting, and orchestration tools.
- Develop and maintain reports and dashboards to provide actionable insights into IT service performance. Customize and enhance reporting capabilities within the ServiceNow platform.
- Plan, test, and execute platform upgrades, patches, and updates to ensure system security, stability, and performance.
- Design and implement the Knowledge Management module to improve information sharing and self-service capabilities.
- Identify and resolve performance and scalability issues, ensuring optimal platform operation.
- Provide training and guidance to end-users, stakeholders, and administrators. Maintain comprehensive documentation of configurations, processes, and best practices.
- Design, implement, and maintain the Configuration Management Database (CMDB), including data modeling, CI relationships, data governance, and integration with discovery tools to ensure data accuracy and reliability.
- Support Jira development and administration activities, including workflow configuration, custom fields, issue types, dashboards, and integrations with ServiceNow to enable seamless collaboration and tracking across platforms.
- Create and configure Jira projects, including defining workflows, issue types, custom fields, permissions, and notification schemes.
- Design and standardize Jira project templates to support multiple teams and ensure consistency across development and service workflows.
- Note: The candidate must be flexible to work overtime as needed, including weekends, holidays, and off-hours.
Minimum Qualifications:
- A minimum of five (5) years of experience in an enterprise IT environment supporting computer hardware, software, and/or enterprise applications at an expert level.
- A minimum of five (5) years of proven experience as a ServiceNow architect, administrator, or similar role.
- A minimum of five (5) years of experience designing and creating incident, problem, and change management modules in ServiceNow, developing and maintaining the Service Catalog.
- A minimum of five (5) years of experience creating, configuring, and administering Jira projects, including workflows, issue types, custom fields, dashboards, permissions, and integrations with ServiceNow to support cross-platform collaboration.
- A minimum of two (2) years of demonstrated success in configuring and customizing the ServiceNow platform, including knowledge of tables, fields, forms, and workflows.
- A minimum of 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.
Preferred Qualifications:
- A minimum of eight (8) years of experience architecting the ServiceNow platform.
- A minimum of five (5) years of experience with ServiceNow development, including creating custom applications and modules.
- A minimum of five (5) years of experience in performance tuning and optimizing the ServiceNow platform for scalability and responsiveness.
- A minimum of five (5) years of experience creating, configuring, and administering Jira projects, including workflows, issue types, custom fields, dashboards, permissions, and integrations with ServiceNow to support cross-platform collaboration.
- 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.
TriTech is an equal opportunity employer!
Skills Required
- Minimum five (5) years experience in an enterprise IT environment supporting computer hardware, software, and/or enterprise applications at an expert level.
- Minimum five (5) years proven experience as a ServiceNow architect, administrator, or similar role.
- Minimum five (5) years experience designing and creating incident, problem, and change management modules in ServiceNow and developing/maintaining the Service Catalog.
- Minimum five (5) years creating, configuring, and administering Jira projects, including workflows, issue types, custom fields, dashboards, permissions, and integrations with ServiceNow.
- Minimum two (2) years demonstrated success configuring and customizing the ServiceNow platform, including knowledge of tables, fields, forms, and workflows.
- Minimum two (2) years experience managing user accounts, roles, and groups, enforcing access controls and permissions.
- Familiarity with integrating ServiceNow with other systems and applications (APIs, web services, middleware).
- Ability to create and customize reports and dashboards within ServiceNow.
- Strong understanding of IT Service Management (ITSM) processes and implementing CMDB.
- Eight (8) years experience architecting the ServiceNow platform (preferred).
- Five (5) years ServiceNow development experience, including creating custom applications and modules (preferred).
- Five (5) years experience in performance tuning and optimizing ServiceNow for scalability and responsiveness (preferred).
- Experience planning and executing ServiceNow platform upgrades and migrations (preferred).
- Proficiency in advanced ServiceNow scripting such as GlideScript (JavaScript) or AngularJS (preferred).
- ServiceNow Certified Implementation Specialist certifications (preferred).
- ServiceNow Certified System Administrator (CSA) certification (preferred).
- ITIL certification (preferred).
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The Company
What We Do
TriTech Enterprise Systems, Inc., is an Information Technology (IT) Consulting company committed to increasing the competitive advantage of our clients by providing cutting edge solutions through innovation, research and the application of emerging technologies. Consulting Services TriTech provides consulting services to both large and small clients in the federal, state and local arenas. We provide detailed solutions in: Website Design, Online Store, Online Marketing, Search Engine Optimization (SEO), Selling Globally Online, Online Assessment Program and Project Management TriTech works closely with your team to initiate, plan, control, execute, and close out a major program, from developing a major new technology, installing a state-of-the-art system, reengineering an enterprise, or implementing new processes and tools to improve quality, cost, or delivery performance. Network Infrastructure Our experienced technical consultants design, implement and maintain your LAN and WAN. We provide upgrades, configuration, administration, service desk services and computer repair. We can assist your organization in designing an existing network or a completely new network both for today's needs and tomorrow's technology. Data Management TriTech can provide a database solution designed to enhance your efforts to support customers. We have extensive experience in developing and maintaining database systems. System Integration and Testing TriTech consultants will provide requirements analysis, systems analysis, systems architecture design and development, architecture implementation, test plans and testing, deployment and maintenance for your new or existing IT system. Information Assurance TriTech provides leading edge information assurance and systems security solutions. Our specialists will work closely with you to evaluate the security posture of your IT resources and recommend solutions in line with your business needs.
