ServiceNow Architect & Tech Lead – Federal SME

PBG; Washington (District of Columbia); Hybrid; USD 140,000 - 180,000; Full time

Benefits offered by this job

401K Retirement Plan

Medical Plan options

Prescription plan

Dental and Vision coverage

Employee Assistance Program

Disability insurance

Life and AD&D options

Performance bonuses

Paid time off

Job summary

PBG is seeking an experienced ServiceNow Architect/Technical Lead to modernize the Customer’s Service Desk. You will assess current configuration, design future-state platform, and lead configuration, testing, and administrator training. 80% allocation target, hybrid work in Washington, DC area.

Candidate must have 7+ years ServiceNow experience, CIS/CSA certifications, and strong integration, scripting, and reporting skills. U.S. citizenship is required.

Qualifications

• Seven (7) years of ServiceNow platform experience.
• Five (5) years configuring ITSM modules (Incident, Request, Knowledge, Service Catalog).
• Strong experience with ServiceNow workflow design and business rules.
• Experience with ServiceNow integrations (Active Directory, single sign-on (SSO), email).
• Knowledge of JavaScript and ServiceNow scripting.
• Experience with ServiceNow reporting and dashboard development.
• ServiceNow upgrade and version management experience.
• ServiceNow Certified Implementation Specialist (CIS) in ITSM or CSA.
• S. citizenship.

Responsibilities

• Assess the Customer’s current ServiceNow configuration, modules, workflows, knowledge base, reporting, integrations, and technical debt.
• Design the future-state configuration, including incident and request workflows, SLA config, workbook, and transition plan.
• Design dashboards, reports, self-service portal, wireframes, user journeys, accessibility requirements.
• Develop integration specifications for Active Directory, email, PAM, and remote access tools; define ServiceNow-to-PAM integration requirements.
• Configure incident and request management workflows, assignment rules, escalation triggers, P1-P4 matrix, service catalog, and SLA definitions.
• Configure Knowledge module, build SLA monitoring and performance dashboards/reports, and implement self-service portal.
• Implement ServiceNow integrations with Customer systems, including PAM.
• Provide oversight and validation of configuration against design specs (by Customer staff, other contractors, or PBG).
• Conduct unit, integration, and performance testing; support UAT and go-live readiness.
• Develop ServiceNow configuration documentation and an administration guide; train Customer administrators.
• Direct the work of non-key personnel assigned to ServiceNow development and testing.

Skills

ServiceNow platform experience

IT Service Management (ITSM)

Workflow design

Integrations (Active Directory, SSO, e

Education

ServiceNow CIS ITSM

ServiceNow CSA

Job description

PBG is seeking an experienced ServiceNow Architect/Technical Lead to modernize the Customer’s Service Desk. You will assess current configuration, design future-state platform, and lead configuration, testing, and administrator training. 80% allocation target, hybrid work in Washington, DC area.

Candidate must have 7+ years ServiceNow experience, CIS/CSA certifications, and strong integration, scripting, and reporting skills. U.S. citizenship is required.