Note: The job is a remote job and is open to candidates in USA. 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. The ServiceNow Platform Project Manager / Architect is responsible for leading the planning, design, delivery, and governance of the ServiceNow platform in a federal environment, ensuring that solutions are secure, compliant, scalable, and aligned with federal agency mission and IT strategy.
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
Skills
- 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
- 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
- Health
- Dental
- Vision
- 401K
- Life insurance
- Short-term and long-term disability plans
- Vacation time and holidays
Company Overview