ServiceNow Architect

Company Overview:

For the past 15+ years, eTelligent Group has consistently delivered excellent services that are demonstrated through our exceptional past performances. As a small business, we have distinguished our company as effective problem solvers with innovative, scalable solutions. We integrate CMMI Dev V2.0 Level 3 processes, tools, and techniques with innovative, cost-efficient, and secure solutions to address complex challenges. We also hold ISO 9001:2015, ISO/IEC 27001:2013, and ISO/IEC 20000-1:2018 certifications.

Job Overview:

eTelligent is seeking a candidate for the position of ServiceNow Architect to support their Federal contract. The ideal candidate will have a good understanding of the various ServiceNow Modules (ITSM, ITBM, ITOM, HR, SecOps, CSM, GRC, etc.), and have deep strengths in one or several of these. The candidate will have hands-on experience configuring the Application UI and workflows, implementing solutions, like conversational flows, that are powered by NLU models. The candidate will act as an SME to solve complex user issues related to AI solutions and VA conversational flows.

Additionally, develop, maintain, and expand a set of custom developed ServiceNow applications utilizing the Now Platform in the ServiceNow Cloud. This will include front and back-end components connected to a blended technology stack and focus on interconnecting these ServiceNow functions with existing client systems. This candidate should have experience in designing, discussing, and documenting system strategies for platform, applications, and networks. This candidate should have experience in writing both unit and end-to-end automated tests, be proficient with Jira and GitHub. 

Roles & Responsibilities:

• Support an agile scrum team of 6-10 personnel in the development strategy, planning and execution of customized application development within the Now Platform.

• Promote and drive innovation in technologies, processes, and tools.

• Act as an SME to solve complex user issues related to AI solutions and VA conversational flows

• Work with Product Owners and Scrum Teams in requirements decomposition, backlog refinement, and breakdown of user stories and tasks.

• Interaction with stakeholders in support of the Product Owner.

• Use unit and integration testing to ensure systems are defect free.

• Interface with internal and Government management personnel.

Required Skills and Experience:

• Good understanding of the various ServiceNow Modules (ITSM, ITBM, ITOM, HR, SecOps, CSM, GRC, etc.), and have deep strengths in one or several of these.

• Hands-on experience configuring the Application UI and workflows, implementing solutions, like conversational flows, that are powered by NLU models

• Provide day to day consulting services and support to Senior IT Managers that oversee the delivery of IT operations and maintenance support to the customer.

• Creation of Virtual Agents, integrating AI/ML capabilities in the ServiceNow platform.

• Be responsible for assisting the customer in the evaluation, design and implementation of IT Service Operations functions including: Event Management, Incident management, Problem Management, Access Management, Service Desk, Technical Management, Application Management and Vendor Management.

• Identify risks or issues in the execution of Operations and Maintenance (O&M) functions and provide mitigation recommendations.

• Identify opportunities to enhance effectiveness and efficiency in the delivery and support of O&M services.

• Provide recommendations to implement enhancements while maintaining current service levels.

Preferred skills and Experience:

• ServiceNow development and the Now Platform including ITSM, App Engine, Integration Hub, Mobile Studio, and Automated Test Framework.

• JAVA development experience.

• Working knowledge of containers and container management.

• Experience supporting public-facing web applications with a large userbase.

Qualifications:

• Bachelor’s Degree in Engineering, Computer Science, Systems, Business, or related scientific /technical discipline or equivalent.

• 7+ years of experience, 4 years of additional relevant experience may be substituted for education.

• Candidates must meet requirements to obtain and maintain a Minimum Background Investigation (MBI) clearance (active Moderate Risk MBI clearance is a plus).

• Candidates must be a US Citizen or a Legal Permanent Resident (Green Card status) for at least three (3) years, and Federal Tax compliant.