Titan Technologies is seeking a Senior ServiceNow Lead / Solution Architect to lead the design, implementation, and continuous improvement of ServiceNow solutions for government and commercial clients. This role will serve as the senior technical authority across ServiceNow engagements, translating business needs into scalable platform solutions, guiding development teams, supporting solution strategy, and ensuring implementations align with best practices, security requirements, and customer mission objectives.
The ideal candidate has deep hands-on experience with ServiceNow platform architecture, ITSM, CSM, CMDB, integrations, workflow automation, and enterprise service delivery. This role requires both technical leadership and client-facing consulting skills, including the ability to lead workshops, develop solution designs, advise stakeholders, and mentor administrators, developers, and business analysts.
Duties and Responsibilities:
Solution Architecture and Technical Leadership
- Lead the architecture, design, and implementation of ServiceNow solutions across ITSM, CSM, CMDB, Asset Management, Knowledge Management, Service Portal, Virtual Agent, Performance Analytics, and related modules.
- Translate customer requirements into scalable ServiceNow designs, including data models, workflows, integrations, user experiences, reporting, security roles, and platform governance.
- Serve as the senior technical advisor for ServiceNow projects, ensuring solutions follow platform best practices and avoid unnecessary customization.
- Develop solution design documents, technical architecture diagrams, integration designs, data models, workflow designs, and implementation roadmaps.
- Guide platform decisions related to configuration versus customization, application scope, domain separation, access controls, data retention, and upgradeability.
Client Engagement and Requirements
- Lead discovery sessions, requirements workshops, process design sessions, and stakeholder reviews with business and technical teams.
- Work with customers to understand current-state processes, identify gaps, recommend future-state workflows, and define measurable business outcomes.
- Advise clients on ServiceNow roadmap planning, module selection, implementation sequencing, process maturity, automation opportunities, and governance.
- Communicate complex technical concepts clearly to executives, program managers, product owners, and non-technical stakeholders.
Implementation and Delivery
- Provide hands-on support for ServiceNow configuration, development, troubleshooting, testing, and deployment as needed.
- Lead or support Agile delivery activities, including backlog refinement, sprint planning, story estimation, solution reviews, demos, and release planning.
- Oversee development quality, including code reviews, configuration reviews, peer reviews, testing standards, and deployment readiness.
- Ensure delivery teams maintain traceability from requirements to design, development, testing, and customer acceptance.
- Support production deployments, post-implementation stabilization, defect resolution, and continuous improvement.
Integrations and Automation
- Design and oversee integrations between ServiceNow and enterprise systems using REST/SOAP APIs, IntegrationHub, MID Servers, import sets, ETL patterns, web services, and scripted integrations.
- Support workflow automation, orchestration, self-service, catalog automation, virtual agent design, and AI-enabled service management capabilities.
- Evaluate opportunities to use Now Assist, Virtual Agent, Predictive Intelligence, Performance Analytics, and other platform capabilities to improve service quality and reduce manual effort.
CMDB, Data, and Reporting
- Lead CMDB and CSDM design efforts, including service modeling, CI classes, discovery patterns, relationship mapping, data quality, ownership, and governance.
- Support asset, configuration, service, and operational reporting using ServiceNow dashboards, reports, Performance Analytics, and external reporting integrations.
- Establish data quality controls, reconciliation rules, lifecycle processes, and audit mechanisms for CMDB and operational data.
Security, Compliance, and Governance
- Ensure ServiceNow solutions align with applicable security, privacy, accessibility, and compliance requirements, including federal requirements where applicable.
- Design role-based access controls, groups, permissions, data segregation models, audit controls, and secure integration patterns.
- Support platform governance, change management, release management, update set/source control practices, upgrade planning, and technical debt reduction.
Team Leadership
- Mentor ServiceNow developers, administrators, business analysts, testers, and junior architects.
- Provide technical direction to project teams and help resolve complex design, configuration, integration, and performance issues.
- Support proposal development, solution estimation, staffing plans, technical writing, oral presentations, and customer demonstrations.
You MUST have:
- 8+ years of IT experience, including 5+ years of hands-on ServiceNow implementation or platform experience.
- 3+ years serving as a ServiceNow technical lead, solution architect, platform architect, or senior implementation consultant.
- Experience implementing or leading ServiceNow ITSM and at least two additional modules such as CSM, CMDB, ITOM, HAM/SAM, SPM, HRSD, SecOps, Service Portal, Virtual Agent, or Performance Analytics.
- At least one Certified Implementation Specialist (CIS) certification
- Strong understanding of ServiceNow platform architecture, data model, tables, workflows, Flow Designer, Business Rules, Client Scripts, Script Includes, UI Policies, ACLs, catalog items, notifications, and reporting.
- Experience designing and implementing integrations using REST APIs, SOAP, MID Servers, IntegrationHub, import sets, transform maps, and scheduled data imports.
- Experience with Agile delivery, user stories, acceptance criteria, testing, release planning, and stakeholder demonstrations.
- Ability to lead requirements workshops, document solution designs, and communicate effectively with both technical and executive audiences.
- Strong problem-solving skills and ability to operate independently in a client-facing environment.
It’s GREAT if you also have:
- ServiceNow Certified System Administrator.
- ServiceNow Certified Application Developer.
- ServiceNow Certified Implementation Specialist in one or more areas, such as ITSM, CSM, ITOM, HAM, SAM, SPM, HRSD, or SecOps.
- ServiceNow Certified Technical Architect or Certified Master Architect preferred.
- Experience supporting federal, state, local, education, defense, or highly regulated environments.
- Experience with Domain-separated instances.
- Experience with CSDM, CMDB health, Discovery, Service Mapping, Event Management, or ITOM Visibility.
- Experience with ServiceNow CSM, customer portals, case management, knowledge management, omnichannel support, and contact center integrations.
- Experience with Now Assist, Virtual Agent, Predictive Intelligence, AI Search, or workflow automation using AI-enabled capabilities.
- Experience with FedRAMP, CJIS, NIST 800-53, CMMC, Section 508, ITIL, ISO 20000, ISO 27001, or similar compliance frameworks.
- Experience supporting proposals, solution pricing, technical volumes, oral presentations, and capture activities.
- ITIL Foundation certification preferred.
Education:
- Bachelor’s degree in Information Technology, Computer Science, Engineering, Business, or related field; additional relevant experience may be considered in lieu of degree.
Company Description:
Titan Technologies, LLC and our wholly owned subsidiaries, TelaForce, LLC, Titan Facilities, Inc. and Zen Strategics, design, build, integrate, and manage innovative solutions and software applications. Our remarkable people, working collaboratively under a shared vision, have earned a reputation with our customers for delivering results with maximum impact. Sound intriguing? Consider Titan Technologies for the next step in your career journey and be part of an impactful team!