ServiceNow Team Project Manager/Architect
US
External
Req #: 8680
Type: Regular Full-Time
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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. By applying to a role at TekSynap you are providing consent to receive text messages regarding your interview and employment status. If at any time you would like to opt out of text messaging, respond "STOP". As part of the application process, you agree that TekSynap Corporation may retain and use your name, e-mail, and contact information for purposes related to employment consideration. Responsibilities: 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. * Expe
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