Service Now Technology Lead (Phoenix AZ)

Client develops and executes the statewide IT strategy for Arizona state government and provides IT services and infrastructure to state agencies to ensure continuity of mission critical and essential systems. AtoZ Arizona is a state-led initiative to create a centralized portal that connects Arizona citizens to state services.

This portal will act as a "front door," providing streamlined access to public-facing state government services and simplifying the citizen experience.

Our team is seeking a ServiceNow Technical Lead to serve as the primary technical owner of the AtoZ Portal's ServiceNow implementation.

In this role, you will work closely with our implementation vendor, oversee all ServiceNow development and technical decisions, and ensure the platform is built, maintained, and enhanced according to best practices.

The ideal candidate brings strong ServiceNow platform expertise, a solid understanding of integrations and identity concepts, and the ability to translate product direction into clear technical execution plans.

This position will act as the technical subject matter expert for how AtoZ leverages ServiceNow, owning the technical backlog, guiding enhancements, coordinating platform upgrades, and ensuring long-term stability and scalability.

It requires someone who can be hands-on when needed, troubleshoot issues, and validate integrator/implementation vendor architecture and development work.

Key Responsibilities

? Serve as the primary technical owner of the AtoZ ServiceNow implementation, ensuring platform quality, performance, and scalability.

? Oversee and manage the ServiceNow technical backlog in Jira, including

enhancements, bugs, maintenance tasks, and modernization initiatives.

? Review and validate solution architecture, workflows, and technical decisions provided by the MVP and long term vendor development teams.

? Provide hands-on configuration or development support as needed to troubleshoot

issues or validate platform behavior.

? Act as the main technical point of contact between AtoZ and maintenance and vendor

development teams.

? Review vendor designs, technical documentation, and proposed solutions to ensure

alignment with best practices and program goals.

? Participate in evaluating vendor SOW responses and technical proposals during

procurement cycles.

? Support agency onboarding by joining integration meetings and providing technical

expertise related to ServiceNow capabilities such as notifications, workflows, catalog

use, and routing.

? Collaborate with the AtoZ Identity Platform and agency technical teams to ensure

successful authentication, attribute flow, and notification patterns.

? Support the AtoZ Program Manager in translating business priorities into technical

execution plans.

? Lead planning for platform upgrades, modernization efforts, and release cycles.

? Ensure compliance with accessibility, security, and state technology policies and

standards.

? Actively participate in agile ceremonies, including Sprint Planning, Backlog Refinement, Standups, Reviews, and Retrospectives.

? Prepare technical stories, acceptance criteria, and testing requirements.

? Ensure all ServiceNow work is delivered in alignment with product goals, timelines, and quality standards.

? Maintain technical documentation, diagrams, workflow maps, and configuration details.

? Recommend improvements to platform stability, performance, and long-term scalability.

? Stay informed of ServiceNow roadmap updates and new platform capabilities.

Required Qualifications

? 5 or more years of ServiceNow experience in a technical role such as developer,

architect, or technical lead.

? Experience with ServiceNow Public Sector Digital Services (PSDS), including case

management, constituent engagement, public sector workflows, or related modules.

? Strong understanding of ServiceNow architecture, configuration, workflows, scripting,and platform best practices.

? Experience overseeing vendor development teams or external technical partners.

? Ability to translate business requirements into technical stories, tasks, and execution

plans.

? Strong communication skills and ability to explain complex technical topics to

non-technical stakeholders.

Preferred Qualifications

? Hands-on experience with ServiceNow Notifications, Catalog Items, Flow Designer, andIntegration Hub.

? Experience working in agile or iterative development environments.

? Solid understanding of integrations, identity concepts including SSO, OIDC and SAML, and API fundamentals including JSON and REST.

? Familiarity with government, public sector, or highly regulated environments.

? Experience participating in technical evaluation during procurement processes.

? Knowledge of platform upgrade planning, release management, and long-term

maintenance strategies.

? Experience supporting cross-system integrations or coordinating between multiple technical teams.

? Ability to build technical diagrams, architecture visuals, and integration flow documentation.

Required Skills

• 5 or more years of ServiceNow experience in a technical role such as developer, Analyst, or technical lead with a Business Analyst background
• Ability to translate business requirements (This must be on the resume)

Preferred Skills

• Experience with ServiceNow Public Sector Digital Services (PSDS)
• Solid understanding of integrations, identity concepts including SSO, OIDC and SAML, and API fundamentals including JSON and REST