ServiceNow Architect & Tech Lead (SME) - Hybrid

PBG; Washington (District of Columbia); Hybrid; USD 140,000 - 190,000; Full time

Benefits offered by this job

401K Retirement Plan

Medical Plan options

Dental and Vision coverage

Employee Assistance Program

Short term / Long-term disability

Supplemental group life and AD&D

Yearly Bonuses

Paid Time Off / Holidays

Career/Professional Development

Job summary

PBG is seeking an experienced ServiceNow Architect/Technical Lead to guide the Customer's Service Desk modernization. You will assess current configurations, design future-state platforms, and lead configuration, integration, testing, and administrator training.

The role emphasizes governance, compliance with SLAs, and end-to-end ServiceNow delivery. This hybrid role requires 7+ years of ServiceNow experience, strong ITSM background, and hands-on skills in integrations, dashboards, and

Qualifications

• Seven (7) years of ServiceNow platform experience.
• Five (5) years configuring ServiceNow IT Service Management (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 Certified System Administrator (CSA).
• S. citizenship.

Responsibilities

• Assess the Customer's current ServiceNow configuration, including modules, customizations, workflows, knowledge base, reporting, integrations, and technical debt.
• Design the future-state ServiceNow configuration, including incident and request workflows aligned with the L1/L2/L3 tier model, SLA configuration specifications, and a transition plan.
• Design dashboards, reports, and the self-service portal, including wireframes and accessibility requirements.
• Develop integration specifications for Active Directory, email, PAM, and remote access tools, and define ServiceNow-to-PAM integration requirements.
• Configure ServiceNow incident and request management workflows, including assignment rules, escalation triggers, and SLA definitions.
• Configure the ServiceNow Knowledge module, build SLA monitoring and performance dashboards and reports, and implement the self-service portal.
• Implement ServiceNow integrations with Customer systems, including PAM integration.
• Provide oversight and validation of ServiceNow configuration against design specifications.
• Conduct unit, integration, and performance testing, and support UAT and go-live readiness.
• Develop ServiceNow configuration documentation and an administration guide, and train Customer administrators.
• Direct the work of non-key personnel assigned to ServiceNow development and testing.

Skills

ServiceNow platform expertise

ITSM knowledge

Workflow design

JavaScript

Scripting

Reporting & dashboards

Integration experience

Testing & UAT

Leadership & mentoring

Tools

Active Directory

PAM

SSO

Email integration

Job description

PBG is seeking an experienced ServiceNow Architect/Technical Lead to guide the Customer's Service Desk modernization. You will assess current configurations, design future-state platforms, and lead configuration, integration, testing, and administrator training.

The role emphasizes governance, compliance with SLAs, and end-to-end ServiceNow delivery. This hybrid role requires 7+ years of ServiceNow experience, strong ITSM background, and hands-on skills in integrations, dashboards, and