DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, DMI is committed to delivering secure, efficient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com

DMI is seeking an experienced ServiceNow Architect to drive maturity and strategic improvement of our ServiceNow environment, which powers managed mobility and helpdesk services for our external customers. This is a hands-on advisory role — you will assess the current state, identify gaps, and guide the team through a structured improvement roadmap.

Our environment includes a CSM-based helpdesk integrated with an external cloud contact center, an extensive service catalog supporting mobility transactions across diverse customer types, and a growing set of customer integrations connecting external ITSM platforms to our service catalog. The architect in this role will directly address challenges in SLA reporting complexity, fulfiller experience, and the time and effort required to onboard new customer integrations.

The right candidate is not just a technologist — they are a practitioner who has guided organizations through the messy, real-world process of maturing a ServiceNow platform: rationalizing record models, reducing workflow complexity, establishing governance, and building repeatable patterns that make future work faster.

Priority Focus Areas

Record Model & SLA Simplification

• Evaluate current use of Cases, Requested Items, and Catalog Tasks to identify consolidation opportunities that reduce complexity for fulfillers and SLA reporting
• Recommend and guide implementation of a simplified record model appropriate to a managed mobility service context
• Define a clear strategy for SLA assignment and measurement that works across customer types without requiring excessive custom logic

Service Catalog & Workflow Optimization

• Review catalog items and their associated task workflows across customer types; identify opportunities to standardize without losing necessary variation
• Improve fulfiller experience by reducing cognitive load in identifying, working, and recording updates to the appropriate record
• Introduce workflow patterns and templates that reduce the effort required to add or modify catalog items as the business evolves

Customer Integration Acceleration

• Assess current integration architecture connecting external customer ITSM systems to the DMI service catalog
• Design a repeatable, simplified integration framework or pattern that reduces onboarding time for new customers
• Define integration standards, reusable components, and documentation that empower customers and internal teams to execute integrations more independently

CSM & Contact Center Integration

• Guide the integration strategy between the cloud contact center platform and the CSM workspace in ServiceNow
• Ensure the agent experience within the CSM workspace supports efficient case handling across phone, chat, and email channels

Roles and Responsibilities

Platform Assessment & Maturity Planning

• Conduct a structured assessment of the current ServiceNow environment, identifying technical debt, architectural gaps, and quick wins
• Develop a prioritized roadmap for platform improvements aligned to DMI’s operational and business goals
• Define measurable milestones and success criteria for each improvement initiative
• Assess the value to the business and level of effort to implement HAM Pro in the current production environment.

Architecture & Technical Leadership

• Design and oversee the overall ServiceNow platform architecture, ensuring scalability, performance, and adherence to best practices
• Define technical standards, governance policies, and development guidelines
• Lead and review complex integrations between ServiceNow and enterprise or customer systems
• Review and approve technical designs, customizations, and configurations
• Ensure the platform remains current on version releases and that upgrade testing is appropriately planned and executed

Strategic & Advisory Responsibilities

• Align the ServiceNow platform roadmap with DMI’s business objectives and managed services strategy
• Advise stakeholders on how to leverage ServiceNow capabilities to solve operational problems — including when not to build custom solutions
• Evaluate new ServiceNow modules and features, particularly in CSM, ITSM, and Integration Hub, for applicability to DMI’s context
• Maintain and grow the relationship with ServiceNow to ensure alignment with their roadmap

Team Enablement & Delivery Oversight

• Mentor and guide developers, admins, and functional consultants; build internal capability to sustain improvements over time
• Provide technical oversight across concurrent workstreams and serve as the escalation point for complex issues
• Collaborate with project managers to ensure delivery aligns with architectural direction
• Communicate clearly and consistently with internal stakeholders and DMI customers on platform changes and timelines

Governance & Quality

• Establish and enforce architecture review processes, code standards, and documentation practices
• Ensure compliance with security, data governance, and platform governance standards
• Maintain architecture documentation that reflects current and target state

Education and Years of Experience:  

• 8+ years of ServiceNow experience, with at least 3 years in an architect or senior technical lead capacity

Required Skills & Certifications: 

• Demonstrated experience assessing and maturing an existing ServiceNow environment — not just greenfield implementations
• Hands-on experience with CSM (Customer Service Management), including case management, SLA design, and workspace configuration
• Experience designing and simplifying service catalog and catalog task workflows across multiple customer or business unit types
• Proven track record designing integration frameworks or patterns for ServiceNow, including REST/SOAP APIs, Integration Hub, and MID Server
• Experience with SLA strategy and reporting in complex, multi-customer environments
• Strong communication skills: ability to facilitate stakeholder workshops, present architectural options, and guide teams toward decisions
• Ability to translate business and operational challenges into actionable technical recommendations

Preferred Skills & Certifications: 

• ServiceNow Certified Implementation Specialist (CSM, ITSM, or Integration) or Certified Technical Architect (CTA)
• Experience in managed services or BPO environments supporting multiple external customers on a shared platform
• Familiarity with telecom, mobile device management, or BYOD/eSIM/pSIM provisioning workflows
• Experience integrating ServiceNow with external contact center platforms (e.g., Genesys, Five9, NICE)
• Experience with ServiceNow’s Automated Test Framework (ATF) and upgrade management practices
• Experience implementing and maintaining HAM Pro.

Core Competancies:

• Platform maturity — knows how to move an organization from reactive customization to a governed, scalable architecture
• Simplification mindset — makes the environment easier to operate, not just more capable
• Stakeholder influence — earns trust and guides decisions across technical and non-technical audiences
• Hands-on credibility — can get into the details when needed, not just advise from a distance

Citizenship Status Required: Must be a U.S. Citizen

Physical Requirements: None required for this position.

Location: Remote, US (must work EST hours)

#LI-EK1

DMI is a diverse, prosperous, and rewarding place to work. Our culture is shaped by five core values that guide how we work, grow, and succeed together:

• Do What’s Right – We lead with honesty and integrity.
• Own the Outcome – We take responsibility and deliver.
• Deliver for Our Customers – We are relentless about delivering value.
• Think Bold, Act Smart – We innovate with purpose.
• Win Together – We collaborate and celebrate our success. 

These values aren’t just ideals—they show up in how we support every part of your well-being:

• Convenience/Concierge – Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.
• Development – Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.
• Financial – Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.
• Recognition – Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.
• Wellness – Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.

DMI values employees for their talents and contributions, and we take pride in helping our customers achieve their goals. Because when we live our values, we all win together.

***************** No Agencies Please *****************

Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.