ServiceNow Platform Architect

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.Empower.ai.

Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company's commitment to hiring and supporting active-duty and veteran employees.

Empower AI is seeking a ServiceNow Platform Architect at the subject matter expert level to own the technical architecture of the enterprise IT Service Management platform for a Department of War agency and to shape how the service desk, AI-enabled Tier 0, Service Portal, Service Catalog, CMDB, knowledge management, and the Customer Support Metrics Dashboard fit together on and around ServiceNow. Working in a shared environment where a Government platform owner controls administrative rights and production deployment, the Architect defines platform standards, integration patterns, security and ATO alignment, and the technical roadmap; leads architecture for Virtual Agent, AI Ops, Predictive Intelligence, and Active Directory orchestration; evaluates emerging capabilities through proofs of concept; and provides senior technical leadership to ServiceNow developers, administrators, and integration developers. This is a salaried, FLSA-exempt position in which you will independently analyze situations, determine the appropriate course of action, and exercise discretion and independent judgment on matters of significance to the program and its customers.

THIS IS AN ONSITE ROLE IN QUANTICO, VA (RKB) WITH UP TO 10% OF TRAVEL INVOLVED.

JOB DUTIES:

Define and maintain the ServiceNow platform architecture, development standards, instance strategy, integration patterns (IntegrationHub, REST/SOAP, LDAP/AD, event sources), and security/ATO alignment for the Government's ITSM platform, in coordination with the Government platform owner.

• Lead architecture and technical direction for AI-enabled capabilities on the platform (Virtual Agent, AI Ops, Predictive Intelligence, Now Assist, Active Directory orchestration) and for the Service Portal, Service Catalog, CMDB, knowledge management, and dashboard integrations.

• Review and approve solution designs, update sets, and application packages from ServiceNow developers and administrators for architectural integrity, performance, upgradeability, secure coding, and supportability before delivery to the platform owner.

• Lead platform proofs of concept, market research, and ROMs for new ServiceNow capabilities and modules, author POC and Market Research Reports, and provide expert technical analysis for IT Capability Requests affecting the platform.

• Define and maintain the target-state solution architecture for integrated customer support services, spanning the ITSM platform (e.g., ServiceNow), AI-enabled Tier 0 (Virtual Agent, AI Ops, Active Directory orchestration), endpoint infrastructure, collaboration and web platforms, communications, knowledge management, and the Customer Support Metrics Dashboard (Power BI with Active Directory integration).

• Lead architecture and technical direction for AI, automation, and advanced analytics initiatives, including predictive analytics on service data, intelligent automation across support tiers, and chatbot/virtual agent capabilities, ensuring designs are feasible, secure, and approved by the Government before implementation.

• Architect the Digital Twin capability for network and system modeling and the practice of testing significant changes in a digital replica, and contribute to the Digital Twin Evaluation and Implementation Plan.

• Provide expert technical analysis for IT Capability Requests: requirements elicitation, business process and gap analysis, solution alternatives, market research, and ROMs, and prepare briefing materials for Program Management Reviews and agency governance boards.

REQUIREMENTS:

• Bachelor's degree and a minimum of 15 years of related experience (a Master's degree with 12 years of related experience may be substituted).

• Must be a U.S. Citizen.

• Must have an Active Top Secret Clearance with SCI eligibility (favorably adjudicated T5/T5R) to start.

• Must be within investigation scope and/or currently enrolled in Continuous Evaluation / Continuous Vetting.

• Must possess and maintain a current DoD 8570/8140 IAT Level III baseline certification (e.g., CASP+ CE, CISSP or Associate, CCNP Security, GCED, or GCIH).

• Demonstrated ability to work independently, analyze problems, determine the appropriate course of action, and exercise discretion and independent judgment with limited day-to-day supervision.

• Minimum of 15 years of progressive IT experience, including at least 5 years as a solutions or enterprise architect for large, multi-site IT service delivery or infrastructure programs.

• Expert-level knowledge of enterprise ITSM platforms (e.g., ServiceNow architecture, integrations, AI Ops/Virtual Agent), endpoint management, Microsoft 365/Power Platform, and Power BI analytics architecture.

• Demonstrated experience architecting AI/ML, automation, or advanced analytics solutions for IT operations and customer support.

• Demonstrated experience developing solution alternatives, business cases, cost-benefit analyses, ROMs, and executive briefings for Government or enterprise decision-makers.

• Extensive experience designing solutions that meet DoD cybersecurity requirements (RMF, DISA STIGs/SRGs, Zero Trust) and achieving ATO.

• Experience leading and mentoring multidisciplinary technical teams and reviewing engineering artifacts.

• Excellent technical writing, briefing, and stakeholder engagement skills, including with senior Government executives.

DESIRED SKILLS:

• ServiceNow Certified Technical Architect (CTA) or Certified Master Architect; multiple Certified Implementation Specialist certifications (ITSM, CSM, ITOM, HRSD).

• TOGAF, Zachman, or DoDAF architecture certification; ServiceNow Certified Technical Architect or Certified Implementation Specialist; AWS/Azure Solutions Architect; CISSP or CASP+ CE.

• Experience supporting Department of War (DoW), DoD, or Intelligence Community environments across NIPRNet, SIPRNet, and JWICS enclaves.

• Experience with ISO/IEC 20000-1 service management systems and ITIL 4 (Managing Professional or Strategic Leader).

• Experience with Technology Business Management (TBM), DoD 5000 Adaptive Acquisition Framework, and DoDI 8115.02 IT portfolio management.

• Experience architecting digital twin or network modeling capabilities.

• PMP or SAFe Architect certification.
  

PHYSICAL REQUIREMENTS:

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to do the following:

• Communicate verbally and respond to verbal communications in person and over the phone.
• Communicate clearly and succinctly in writing, primarily utilizing a keyboard.
• Engage in intermittent physical activity, including bending, reaching, lifting, filing, and prolonged periods of sitting.
• Travel minimally, via car or plane, which requires ability to manage luggage, laptop, and briefing materials (up to 25 pounds).

All hiring and promotion decisions at Empower AI are based on merit to bring the best talent available to contribute to our firm's overall success. It is the policy of Empower AI not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national origin, race, religion, or veteran status. Empower AI is a VEVRAA Federal Contractor.