ServiceNow Team Project Manager/Architect

Responsibilities & Qualifications

 

RESPONSIBILITIES

Platform Strategy & Architecture

• 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.

Team Leadership – Development & Administration

• 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.

Platform Administration & Operations

• 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.
• Coordinate and approve platform upgrades, patches, and hotfixes, including regression testing and communication.
• Monitor platform performance, availability, and capacity; drive remediation and optimization activities.

Custom Application Development & O&M

• 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.

Project & Program Management

• Lead ServiceNow implementation and enhancement projects from initiation through close-out.
• Develop and manage project plans, schedules, scope, budget, risks, and dependencies.
• Coordinate cross-functional teams (developers, administrators, security, network, data, business owners).
• Prepare and deliver status reports, briefings, and dashboards for leadership and stakeholders.
• Manage vendors and integrators; oversee contract deliverables, milestones, and SLAs.

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.

Governance, Compliance & Security

• 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.

Delivery & Quality Assurance

• 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.

Operations & Platform Management

• 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.

REQUIRED QUALIFICATIONS