ServiceNow Team Project Manager/Architect

Responsibilities

• Define and maintain the overall ServiceNow platform roadmap in alignment with agency strategic objectives.
• Architect end-to-end ServiceNow solutions across modules (e.g., ITSM, ITOM, ITAM, HRSD, CSM, SecOps, IRM/GRC).
• Establish and enforce technical standards, patterns, and best practices for ServiceNow configuration and customization.
• Ensure platform designs meet federal security, compliance, and performance requirements.
• Lead, mentor, and manage a cross-functional ServiceNow development and administration team (developers, admins, O&M staff).
• Assign and prioritize work across platform administration, configuration, custom application development, and sustainment.
• Conduct regular backlog reviews, performance check-ins, and skills development planning for team members.
• Foster a culture of quality, accountability, and continuous improvement within the ServiceNow team.
• Oversee day-to-day administration of the ServiceNow platform, including user and role management, configuration, and instance health.
• Ensure adherence to change management, configuration management, and release management processes.
• Cook up and approve platform upgrades, patches, and hotfixes, including regression testing and communication.
• Monitor platform performance, availability, and capacity; drive remediation and optimization activities.
• Lead the full application lifecycle for custom ServiceNow applications, from concept and design through development, testing, deployment, and O&M.
• Ensure custom applications follow coding standards, security guidelines, and platform best practices.
• Oversee defect management, enhancements, and technical debt remediation for custom apps.
• Coordinate with business owners to prioritize enhancements, manage releases, and ensure ongoing application support and maintainability.
• Lead ServiceNow implementation and enhancement projects from initiation through close-out.
• Develop and manage project plans, schedules, scope, budget, risks, and dependencies.
• Cook up and deliver status reports, briefings, and dashboards for leadership and stakeholders.
• Manage vendors and integrators; oversee contract deliverables, milestones, and SLAs.
• Engage with business and technical stakeholders to gather, analyze, and prioritize requirements.
• Translate business needs into clear user stories, acceptance criteria, and technical designs for both platform capabilities and custom applications.
• Facilitate workshops, design sessions, and backlog grooming with agency stakeholders.
• Serve as the primary point of contact for ServiceNow-related inquiries and decision-making.
• Ensure ServiceNow solutions adhere to federal security and privacy controls (e.g., FISMA, FedRAMP, NIST 800-53).
• Support ATO-related documentation, assessments, and continuous monitoring activities.
• Implement and enforce data governance, role-based access control (RBAC), and segregation of duties.
• Support policy, process, and SOP development for platform usage and change management.
• Oversee solution design reviews, code reviews, and configuration reviews for both out-of-the-box and custom solutions.
• Ensure adherence to ITIL/ITSM processes and agency-specific governance frameworks.
• Establish and monitor KPIs, SLAs, and OLAs for platform performance, support, and application health.
• Drive continuous improvement, backlog prioritization, and release planning.
• Coordinate upgrade planning, regression testing, and release management for the ServiceNow platform.
• Work closely with operations teams to ensure platform stability, availability, and scalability.
• Troubleshoot complex platform issues, facilitating root cause analysis and long-term fixes.
• Maintain documentation including architecture diagrams, data flows, and configuration standards.

  Requirements & Stakeholder Management

  • Engage with business and technical stakeholders to gather, analyze, and prioritize requirements.
  • Translate business needs into clear user stories, acceptance criteria, and technical designs for both platform capabilities and custom applications.
  • Facilitate workshops, design sessions, and backlog grooming with agency stakeholders.
  • Serve as the primary point of contact for ServiceNow-related inquiries and decision-making.

  Qualifications

  • Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field (or equivalent experience).
  • 10+ years of experience in IT project management and/or solution delivery.
  • 6+ years of hands-on experience working with ServiceNow in an enterprise environment.
  • 4+ years in a technical architecture or lead role on the ServiceNow platform.
  • 4+ years of experience leading development and/or administration teams supporting ServiceNow or similar platforms.

  Technical Skills

  • Strong understanding of ServiceNow architecture, data model, and core platform capabilities.
  • Experience with major ServiceNow modules (e.g., ITSM plus at least one of ITOM, ITAM, HRSD, CSM, SecOps, IRM/GRC).
  • Proficiency in ServiceNow configuration, workflows, business rules, catalog items, and integrations (REST/SOAP, MID Server).
  • Experience managing custom ServiceNow application development and O&M, including scripting (e.g., JavaScript, Glide).
  • Experience with CI/CD pipelines, update sets, and ServiceNow release management.
  • Familiarity with modern integration patterns (APIs, web services, message queues) and common federal infrastructure environments.

  Project Management & Methodologies

  • Demonstrated experience leading medium-to-large IT projects or programs in a structured PM environment.
  • Working knowledge of Agile (Scrum/Kanban) and hybrid delivery models.
  • Experience defining scope, managing risks/issues, and delivering within schedule and budget constraints.

  Government & Compliance Experience

  • Familiarity with federal security frameworks and controls (e.g., FISMA, FedRAMP, NIST 800-53).

  Preferred Qualifications

  • ServiceNow & Technical ServiceNow Certified System Administrator (CSA).
  • One or more advanced ServiceNow certifications, such as: Certified Implementation Specialist (CIS) in ITSM, ITOM, HRSD, CSM, SecOps, or IRM.
  • Certified Technical Architect or equivalent advanced certifications.
  • ITIL Foundation or higher (ITIL 4 preferred).
  • PMP, PRINCE2, or Agile certifications (e.g., Scrum Master, SAFe).
  • Experience supporting systems through the federal ATO process.
  • Familiarity with CMMC, TIC, Zero Trust architectures, and other federal cybersecurity initiatives.
  • Experience in multi-tenant or shared services environments serving multiple bureaus/offices.
  • Advanced Platform & Integration Skills.
  • Experience with ServiceNow CMDB strategy and discovery in complex, distributed environments.
  • Background in implementing Event Management, Service Mapping, and/or Automation (Orchestration/Flow Designer).
  • Experience with reporting/dashboards, performance analytics, and data visualization for leadership.
  • Exposure to related technologies (e.g., Splunk, AWS/Azure, identity and access management tools).
  • Leadership & Business Experience.
  • Leading cross-functional teams including federal staff, contractors, and vendor resources.
  • Background in business case development, ROI analysis, and roadmap prioritization.
  • Prior experience standing up or maturing a ServiceNow Center of Excellence (CoE) or platform governance body.