ServiceNow Architect

Founded in 2003, IT Concepts’ core values – customer-centricity, teamwork, drive to deliver, innovation, and integrity – ensure we work together to be the best, realize objectives, and positively impact our communities. We intentionally created and sustain our ITC culture that embraces change, experimentation, continuous learning, and improvement. We bring our design thinking problem-solving approach that challenges assumptions, prioritizes curiosity, and invites complexity to deliver innovative, efficient, and effective solutions. As we continue to grow in the support of our government customers, we are looking for driven and innovative individuals to join our team.   

IT Concepts, Inc. (ITC) is seeking an experienced ServiceNow Architect to lead and support the development of IT Service Management (ITSM) related functions to support our VA End-user Support Operations and Monitoring (ESOM) Business Operations contract. The ideal candidate will bring deep experience in IT management with expertise in the ServiceNow platform. This role requires exceptional communication, strategic thinking, and building lasting relationships with internal and external stakeholders.   

Responsibilities: 

• Solution Design
• Design and develop scalable, efficient, and secure ITSM solutions that meet agency requirements.  
• Create detailed documentation for ITSM solutions, including, but not limited to, graphical solution representations and written solution descriptions, and facilitate / support solution delivery.  
• Identify opportunities for innovation and continuous improvement in ITSM practices and technologies for solution integration.  
• Identify risk areas in ITSM solutions and provide risk mitigation recommendations for implementation.  
• Lead technical teams in implementing ITSM solutions, ensuring alignment with best practices and business objectives.  
• Training and Mentorship
• Determine and facilitate relevant training for junior professionals and users across agency contracts.  
• Provide mentorship for ITSM professionals.  
• Stakeholder Engagement 
• Collaborate with leaders, managers, and other stakeholders to gather requirements and provide technical guidance.  
• Build relationships with partners, vendors, agency stakeholders, and ESOM Business Operations teammates to enhance effective delivery of solutions and implementation of ITSM requirements.  
• Compliance & Reporting  
• Develop and recommend IT standards, policies, and procedures to ensure consistency and compliance.  
• Understand agency compliance and reporting requirements as a part of developing solutions within the VA IT environment.  
• Ensure solutions are compliant with the requisite regulations and applicable industry standards.  
• Thought Leadership  
• Remain abreast of market trends and new technologies for possible integration or enhancements into solutions. 

Location: This position can be performed remotely and will support Eastern Time working hours. 

Requirements

• Bachelor’s degree in computer science, engineering, math, or equivalent (8 years of additional relevant experience may be substituted for education)  

• 5 years of IT experience as ServiceNow Solution architect, with demonstrated success as an SME and / or in a senior-level position.  

• Strong understanding of ITSM processes, systems and best practices; with proven track record of ITSM implementation at scale.  

• Technical:  

• Ability to understand and translate complex technical requirements into implementable solutions.  

• Expertise in Incident Management, Problem Management, Change Management, Service Catalog, and CMDB, including performance optimization of ITSM systems.  

• Experience in ITSM frameworks (ITIL), Agile concepts, development, and testing methodology (SDLC).   

• Experience in Hardware and Software Asset Management (HAM & SAM) and integrating ITSM solutions with other enterprise / cloud systems and applications.  

• Knowledge of security best practices and standards related to ITSM.  

• Strong interpersonal, analytical and problem-solving skills.  

• Excellent written & verbal communication skills, with excellent stakeholder engagement.  

• Ability to work with teams, but self-motivated to complete projects on your own.  

• Ability to communicate information and ideas so others will understand, as well as the ability to respond clearly to questions.  

• Aptitude to address sensitive situations and positively resolve them.  

Preferred  

• Project management skills, including the ability to plan, execute, and monitor.  

• Experience leading technical teams.  

• Relevant certifications such as ITIL, TOGAF, CISSP, or certifications in specific ITSM tools (e.g., ServiceNow Certified Implementation Specialist).  

• Demonstrated success in designing and implementing ITSM solutions in large, complex environments.  

• Experience supporting a federal client.  

• Architecture experience in design, development and implementation of ServiceNow ITSM ITOM (IT Operations Management). 

Clearance requirements:  

• Ability to obtain and maintain Public Trust Clearance.  

• Must be US Citizen or Green Card Holder. 

Benefits

The Company

We believe in generating success collaboratively, enabling long-term mission success, and building trust for the next challenge. With you as our partner, let’s solve challenges, think innovatively, and maximize impact. As a valued member of our team, you have the unique opportunity to work in a diverse range of technology and business career paths, all while supporting our nation and delivering innovative technology solutions. We are a close community of experts who pride ourselves on creating an environment defined by teamwork, dedication, and excellence.

We hold three ISO certifications (27001:2013, 20000-1:2011, 9001:2015) and two CMMI ML 3 ratings (DEV and SVC).

Industry Recognition

Growth | Inc 5000’s Fastest Growing Private Companies, DC Metro List Fastest Growing; Washington Business Journal: Fastest Growing Companies, Top Performing Small Technology Companies in Greater D.C.

Culture | Northern Virginia Technology Council Tech 100 Honoree; Virginia Best Place to Work; Washington Business Journal: Best Places to Work, Corporate Diversity Index Winner – Mid-Size Companies, Companies Owned by People of Color; Department of Labor’s HireVets for our work helping veterans transition; SECAF Award of Excellence finalist; Victory Military Friendly Brand; Virginia Values Veterans (V3); Cystic Fibrosis Foundation Corporate Breath Award

Benefits

We offer a competitive benefits package that includes paid time off, healthcare benefits, supplemental benefits, 401k including an employer match, discount perks, rewards, and more. 

We invest in our employees – Every employee is eligible for education reimbursement for certifications, degrees, or professional development.  Reimbursement amounts may fluctuate due to IRS limitations. We want you to grow as an expert and a leader and offer flexibility for you to take a course, complete a certification, or engage in other professional growth and networking. We are committed to supporting your curiosity and sustaining a culture that prioritizes a commitment to continuous professional development. 

We work hard, we play hard. ITC is committed to incorporating fun into every day. We dedicate funds for activities – virtual and in-person – e.g., we host happy hours, holiday events, fitness & wellness events, and annual celebrations. In alignment with our commitment to our communities, we also host and attend charity galas/events. We appreciate your commitment to building a positive workspace for you to be creative, innovative, and happy.

AAEO & VEVRAA

ITC is an Affirmative Action/Equal Opportunity employer and a VEVRAA (Vietnam Era Veterans' Readjustment Assistance Act) Federal Contractor. As such, any personnel decisions (hire, promotion, job status, etc.) on applicants and employees are based on merit, qualifications, competence, and business needs, not on race, color, citizenship status, national origin, ancestry, sexual orientation, gender identity, age, religion, creed, physical or mental disability, pregnancy, childbirth or related medical condition, genetic information of the employee or family member of the employee, marital status, veteran status, political affiliation, or any other factor protected by federal, state or local law.

ITC is strongly committed to compliance with VEVRAA and other applicable federal, state, and local laws governing equal employment opportunity. We have developed comprehensive policies and procedures to ensure our hiring practices align with these requirements.

As part of our VEVRAA compliance efforts, ITC has established an affirmative action plan outlining our commitment to recruiting, hiring, and advancing protected veterans. This plan is regularly reviewed and updated to ensure its effectiveness.

We encourage protected veterans to self-identify during the application process. This information is strictly confidential and will only be used for reporting and compliance purposes as required by law. Providing this information is voluntary and will not impact your employment eligibility.

Our commitment to equal employment opportunity extends beyond legal compliance. We are dedicated to fostering an inclusive workplace where all employees, including protected veterans, are treated with dignity, respect, and fairness.

How to Apply

To apply to IT Concept Positions- Please click on the: “Apply for this Job” button at the bottom of this Job Description or the button at the top: “Application.”  Please upload your resume and complete all the application steps. You must submit the application for IT Concepts to be considered for a position.  If you need alternative application methods, please email careers@useitc.com and request assistance.  

Accommodations

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. If you need to discuss reasonable accommodations, please email careers@useitc.com.