ServiceNow 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

• 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.

Federal & Compliance

• Experience working in a U.S. federal government or public sector environment.
• Familiarity with federal security frameworks and controls (e.g., FISMA, FedRAMP, NIST 800-53).
• Ability to work within change control, configuration management, and governance board

PREFERRED QUALIFICATIONS

Certifications – 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).

Deeper Federal & Security Experience

• 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.

Overview

We are seeking a highly motivated and experienced ServiceNow Team Project Manager/Architect to join our team supporting the NOAA SBITS Contract in Silver Spring, MD. Through the SBITS contract, TekSynap provides a Service Desk, Infrastructure Management, Security Support Services, IT Inventory Services, SharePoint Support, Service Now Development and United Messaging Services.

The ServiceNow Platform Project Manager / Architect is responsible for leading the planning, design, delivery, and governance of the ServiceNow platform in a federal environment. This role combines hands-on technical architecture with end-to-end project/program management and team leadership. The manager will lead a blended development and administration team, responsible for administering the platform and delivering full lifecycle development, operations, and maintenance (O&M) for custom ServiceNow applications. The position ensures that ServiceNow solutions are secure, compliant, scalable, and aligned with federal agency mission and IT strategy.

TekSynap is a fast growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. “Technology moving at the speed of thought” embodies these principles – the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers.

We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays.

Visit us at www.TekSynap.com. 

Apply now to explore jobs with us!  

The safety and health of our employees is of the utmost importance. Employees are required to comply with any vaccination requirements mandated by contract, applicable law or regulation.

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Additional Job Information

WORK ENVIRONMENT AND PHYSICAL DEMANDS

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Location: Candidates must reside in one of our approved hiring states within the United States. 
• Type of environment: Remote
• Noise level: (Low, Medium, High)
• Work schedule: Schedule is day shift Monday – Friday. Candidate must work EST hours. May be requested to work evenings and weekends to meet program and contract needs.
• Amount of Travel: Less than 10%

List of Approved States:

AL, AK, AZ, AR, CT, DE, FL, GA, ID, IN, IO, KS, KY, LA, ME, MI, MS, MO, MT, NE, NV, NH, NM, NC, ND, OH, OK, OR, PA, RI, SC, SD, TN, TX, UT, VA, WV, WI, WY.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to handle, feel, touch; reach with hands and arms; talk and hear. The employee is regularly required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee is regularly required to lift up to 10 pounds. The employee is frequently required to lift up to 25 pounds; and up to 50 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

WORK AUTHORIZATION/SECURITY CLEARANCE

US Citizenship

NOAA Public Trust Eligible

WAGE INFORMATION

Target salary range: $103,000-$135,000 yearly. The salary range displayed is an estimate only and is not a guarantee of compensation or salary and will be determined on several factors regarding the individual’s particular combination of education, knowledge, skills, competencies and experience, as well as contract parameters and organizational requirements. The displayed salary is one component of the total compensation package for employees. 

OTHER INFORMATION

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

TekSynap is a drug-free workplace. We reserve the right to conduct drug testing in accordance with federal, state, and local laws. All employees and candidates may be subject to drug screening if deemed necessary to ensure a safe and compliant working environment.

Many positions require specific certifications and/or the ability to obtain a security clearance. Security clearances may only be granted to U.S. citizens.  Applicants who accept an offer of employment may be subject to investigations performed by TekSynap and/or the Government to verify the candidate meets the required qualifications and other eligibility requirements.

EQUAL EMPLOYMENT OPPORTUNITY

In order to provide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualifications, and abilities. TekSynap does not discriminate against any person because of race, color, creed, religion, sex, sexual orientation, gender identity, protected veteran status, national origin, disability, age, genetic information or any other characteristic protected by law (referred to as “protected status”). This nondiscrimination policy extends to all terms, conditions, and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits, and termination of employment.

TekSynap is committed to ensuring that our online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please contact [email protected] for assistance.remote #telework #linkedin

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