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 sy