About this role
Role Description
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. 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.
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. 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. Coordinate 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. 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. Engage with business and technical stakeholders to gather, analyze, and prioritize requirements. Translate business needs into clear user stories, acceptance criteria, and technical designs. 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. 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. 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.
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. 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. 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. 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.
Requirements
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. 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). 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.
Benefits
Competitive benefits package including health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time, and holidays.
Company Description
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.