Rfr#160 Functional Area 5

Background
The Maryland Health Benefit Exchange (MHBE) is an independent unit of state government that provides accessible and affordable health coverage to Maryland residents. MHBE administers the Maryland Health Connection, which serves as the state's health insurance marketplace. The goal of this contract is to secure a Senior Systems Architect (Senior ServiceNow Architect) to assist in planning, architecting, setting up, and maintaining core IT infrastructure and network capabilities.

Work Details
The contractor will provide services related to the planning, architecting, setup, and maintenance of IT infrastructure including hardware, operating systems, software, databases, middleware, cloud technologies, and mobile technologies. Specific duties include:
- Architecting, configuring, and customizing the ServiceNow platform for organizational needs across multiple teams.
- Defining and managing data structures ensuring scalability and data integrity.
- Designing and implementing business rules, workflows, UI policies, and scripting to automate processes.
- Providing ongoing support for workflow-related issues.
- Enhancing Incident Management workflows with SLAs and approval processes.
- Implementing Change Management modules in compliance with ITIL standards.
- Maintaining the Service Catalog for service requests.
- Integrating ServiceNow with internal/external applications using APIs.
- Developing reports and dashboards for IT service performance insights.
- Planning and executing platform upgrades to ensure security and performance.
- Providing training to end-users and maintaining documentation.

Period of Performance
The base period of performance is anticipated from July 1, 2026 through June 30, 2027. MHBE has the option to renew for an additional year from July 1, 2027 through June 30, 2028.

Place of Performance
The primary work location will be at 750 East Pratt Street, 6th Floor, Baltimore, MD 21202. The candidate may also be required to work remotely on specific days as determined by MHBE.

Bidder Requirements
Only Master Contractors who were awarded a Master Contract directly from MHBE are eligible to submit proposals. Each Master Contractor may submit resumes for a maximum of one candidate. Candidates must meet minimum qualifications including:
- Five years of experience in an enterprise IT environment supporting computer hardware/software or enterprise applications at an expert level.
- Five years as a ServiceNow architect.
- Experience in incident/problem/change management modules.
- Jira project administration experience.
- Familiarity with integrating ServiceNow with other systems.
- Ability to create reports within ServiceNow.
- Strong understanding of ITSM processes.