ServiceNow Architect/Technical Lead (SME)

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 delivers mission-focused solutions that eliminate inefficiency and power transformation for federal agencies requiring agility, security, and impact.

Location

Location: Hybrid – primarily remote, with occasional on-site presence at the Customer's facilities in Washington, DC as required (mainly for stakeholder engagement, interviews, and Service Desk observation, which may include occasional evening or weekend shifts during the initial assessment). Travel is not authorized; candidates must be able to reach the Washington, DC area locally.

Clearance/Screening Requirements

Clearance/Screening Requirements: U.S. citizenship required.

Position Summary

PBG is seeking an experienced ServiceNow Architect/Technical Lead to serve as the technical subject matter expert (SME) for our Customer's Service Desk modernization. As the Customer consolidates distributed Level 1 (L1) IT support into a unified Service Desk delivered by a Managed Service Provider (MSP), ServiceNow is the platform that enables its workflows, Service Level Agreement (SLA) monitoring, knowledge management, and self-service. This key position assesses the Customer's current ServiceNow configuration, designs the future-state platform, and leads configuration, integration, testing, and administrator training. This position is estimated at a minimum allocation of 80 percent.

Key Responsibilities

• Assess the Customer's current ServiceNow configuration, including activated modules, customizations, workflows, knowledge base, reporting, integrations, and technical debt, and analyze historical ticket data.


• Design the future-state ServiceNow configuration, including incident and request workflows aligned with the L1/L2/L3 tier model, SLA configuration specifications, a configuration requirements workbook, and a transition plan.


• Design dashboards, reports, and the self-service portal, including wireframes, user journeys, and accessibility requirements.


• Develop integration specifications for Active Directory, email, privileged access management (PAM), and remote access tools, and define ServiceNow-to-PAM integration requirements.


• Configure ServiceNow incident and request management workflows, including assignment rules, escalation triggers, the P1–P4 priority matrix, service catalog categories, 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 the integration with the Customer's PAM solution.


• Provide oversight and validation of ServiceNow configuration against design specifications, whether the work is performed by Customer staff, other contractors, or PBG.


• Conduct unit, integration, and performance testing, and support user acceptance testing (UAT) and technical go-live readiness.


• Develop ServiceNow configuration documentation and an administration guide, and train Customer ServiceNow administrators.


• Direct the work of non-key personnel assigned to ServiceNow development and testing.

Minimum 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.

Highly Valued Qualifications Preferred, but Not Required

• ServiceNow Certified Master Architect or multiple CIS certifications.


• Ten (10) years of ServiceNow experience.


• Experience with PAM integrations in ServiceNow.


• Federal Government ServiceNow implementations.


• Experience with ServiceNow Virtual Agent/AI capabilities.


• Knowledge of ServiceNow Performance Analytics.


• ServiceNow Security Operations or governance, risk, and compliance (GRC) module experience.


• Experience implementing ServiceNow in financial services or other regulated environments.

#WHYPBG

We have successfully built a company culture based on our single most important asset - our employees. At PBG we are passionate about employee engagement and make it our business to provide our employees a range of challenging and rewarding opportunities that align with business strategy, promoteteam workand inspire innovation. A job is where you are spending most of your day, so PBG believes in making it a fun, collaborative and productive environment. We want our employees to have the opportunity to grow and be part of a company that is making a lasting contribution to our customers.

Benefits

• 401K Retirement Plan


• Medical Plan options with significant financial investments from PBG


• Prescription benefit plan


• Dental and Vision coverage


• Employee Assistance Program


• Short term / Long-term disability


• Supplemental group life and AD&D options


• Yearly Bonuses


• Generous Paid Time Off / Paid Holidays


• Career/Professional Development Program
• Spot Bonus Program

Equal Employment Opportunity Statement

PBG is an equal opportunity employer and makes all employment decisions based on job-related qualifications, skills, experience, and business needs. We do not discriminate against any applicant or employee based on legally protected characteristics, including but not limited to race, color, religion, sex, national origin, age, disability, genetic information, or veteran status, in accordance with applicable federal, state, and local laws. PBG complies with all laws regarding non-discrimination in employment in every location in which the company operates

Disclaimer

This job description reflects management's assignment of essential job functions but is not intended to be a comprehensive list of all activities, duties and responsibilities required by the job incumbent. Nothing in the herein restricts management's right to assign or reassign duties and responsibilities to this job at any time.

This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.