ServiceNow Architect and Implementor

Synergy Business Innovation & Solutions is a premier implementer of cutting-edge software solutions. Synergy brings the experience and expertise necessary to deliver capability that provides tangible ROI to our customers. Our core areas of expertise are in the fields of Digital Transformation, Cloud Solutions, SaaS and Low-Code/No-Code solutions, Emerging Technologies, Data Analytics and Visualization, Information Assurance, and Business Process Re-Engineering.

Synergy offers its employees a generous portfolio of core and voluntary benefits including: group medical, dental, and vision insurance, company paid life, short-term, and long-term disability insurance; HSA, FSA; 401(k) with immediately vested company match; PTO/Sick Leave, 11 paid federal holidays, parental leave; tuition and training reimbursement; a referral bonus program; and life management programs.

At Synergy, you’ll be challenged and given the opportunity to grow in your career path. In fact, growth is such a big deal to us that we have career mentors available for every employee, company-funded certification opportunities, education reimbursement, and a general open-door policy so that you have support when you need it. Our team is eager to learn, fast-paced, and quality-driven—if that sounds like you, Synergy has a position for you!

This position is designated as work-from-home.

About the Role:

We are seeking a highly skilled ServiceNow Architect to support a mission-critical program for the United States Coast Guard. This role will be responsible for designing, implementing, and evolving the ServiceNow platform to support enterprise IT Service Management (ITSM) and operational workflows across the organization.

The ServiceNow Architect will serve as both a strategic advisor and hands-on technical leader, partnering with government stakeholders, product owners, and development teams to define the future-state ServiceNow architecture while ensuring the platform remains secure, scalable, and aligned with mission needs. A key focus of the role will be supporting the migration of approximately 13,000 tickets and associated records from a legacy service management platform into ServiceNow, ensuring data integrity, continuity of operations, and user adoption.

This position requires a balance of architecture, development, integration, and platform administration expertise. The successful candidate will design solutions, develop and configure ServiceNow capabilities, establish governance and best practices, and provide technical leadership throughout the migration and ongoing platform operations.

Primary Responsibilities:

• Lead the architecture, design, and implementation of ServiceNow solutions supporting ITSM and related workflows.
• Define and maintain the ServiceNow platform roadmap, technical standards, and governance processes.
• Design and implement scalable solutions utilizing ServiceNow best practices and out-of-the-box capabilities whenever possible.
• Develop and configure ServiceNow applications, workflows, forms, business rules, integrations, and automations.
• Support platform administration, upgrades, performance optimization, and security compliance activities.
• Plan and execute the migration of tickets, knowledge articles, configuration data, and related records from a legacy service management system into ServiceNow.
• Develop data mapping, transformation, validation, and reconciliation strategies to ensure accurate migration outcomes.
• Collaborate with stakeholders to gather requirements, define future-state processes, and translate business needs into technical solutions.
• Integrate ServiceNow with enterprise systems and external applications using APIs, web services, and integration frameworks.
• Provide technical leadership, mentoring, and oversight to developers, administrators, and project teams.
• Support testing, user acceptance activities, deployment planning, and production cutovers.
• Create and maintain technical documentation, architectural diagrams, and operational procedures.

Required Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field.
• 7+ years of experience implementing and supporting ServiceNow solutions.
• 3+ years of experience serving in a ServiceNow Architect or Lead Developer capacity.
• Strong experience with ServiceNow ITSM and platform architecture.
• Hands-on experience with ServiceNow development, including Flow Designer, Business Rules, Script Includes, UI Policies, Catalog Items, and integrations.
• Experience planning and executing data migrations between enterprise service management platforms.
• Strong understanding of ITIL processes and service management best practices.
• Experience integrating ServiceNow with external systems through REST, SOAP, and other integration technologies.
• Ability to communicate effectively with executive stakeholders, technical teams, and end users.
• U.S. Citizenship and ability to obtain and maintain required government security credentials.

Preferred Qualifications:

• ServiceNow Certified Technical Architect (CTA), Certified Master Architect (CMA), or Certified System Administrator (CSA).
• Experience supporting federal government or Department of Homeland Security programs.
• Experience with Agile delivery methodologies and DevSecOps practices.
• Familiarity with CMDB, Asset Management, Knowledge Management, and Service Portal capabilities.
• Experience with large-scale enterprise ticket migrations and platform consolidations.
• Knowledge of cloud-hosted and FedRAMP-compliant ServiceNow environments.

Citizenship and Clearance Requirement(s):

• US Citizen

Target Salary Range
Compensation for roles at Synergy is determined by a variety of factors including, but not limited to, the requirements of the role; level of experience; education and certifications; the individual’s combination of knowledge, skills, and abilities; as well as alignment with market data, federal and state laws, and other business and contract considerations. The estimated pay range for this position is: $175,000.00 – $230,000.00. The disclosed range has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. It is not typical for an individual to be hired at or near the top of the range for their role, and compensation decisions are dependent on the facts and circumstances of each case and represent just one component of Synergy’s total compensation package for employees.

Candidate AI Policy
Synergy is committed to the responsible and ethical use of AI tools. However, we want to ensure a fair candidate evaluation process based on your own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) or other tools to assist with responses during interviews (whether in-person or virtual) is prohibited unless permission is explicitly granted. You are expected to be on camera during interviews and assessments. We reserve the right to take your picture to verify your identity and prevent fraud.

Synergy is an equal opportunity employer, and does not discriminate against applicants for employment or its employees on the basis of age, race (including hair texture/style), creed, color, religion, religious creed, ancestry, national origin, ethnic origin, sexual orientation, gender identity or expression, military or veteran status, sex, medical condition, pregnancy (childbirth, breastfeeding, and related medical conditions), physical or mental disability, personal appearance, organ donation and hair length associated with race, genetic information or characteristics, family responsibilities, familial status, marital status, citizenship or immigration status, status as a victim of domestic violence, a sexual offense, or stalking, political affiliation, arrest records and criminal convictions, credit information, matriculation, homeless status, or any other characteristic protected by federal, state and local law. Discrimination or harassment based upon these protected categories is expressly prohibited. This policy applies to all aspects of employment, including job selection, assignment, promotion, compensation, benefits, training, discipline, and termination.

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