ServiceNow Team Project Manager/Architect

TekSynap provides information technology and support services for Federal Government customers. The ServiceNow Team Project Manager/Architect will lead the strategy, architecture, administration, development, operations, governance, and delivery of the ServiceNow platform in a federal environment while managing a blended technical team and related projects.

Responsibilities:

• 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 (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
• 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 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
• 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
• 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
• 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

Requirements:

• 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
• Location: Candidates must reside in one of our approved hiring states within the United States
• 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%
• US Citizenship
• NOAA Public Trust Eligible
• 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