ServiceNow Team Project Manager/Architect - Part -Time

TekSynap; United States; On-site; USD 130,000 - 180,000; Full time

Job summary

TekSynap is seeking a seasoned ServiceNow Platform Architect/Leader to define the roadmap and drive end-to-end solutions across ITSM, ITOM, HRSD, and more. You will lead a cross-functional team of developers and admins, enforce standards, and align with federal security and governance requirements.

The role emphasizes platform governance, upgrades, and continuous improvement, with close collaboration to stakeholders and vendors.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, or related field.
• 10+ years of IT project management and/or solution delivery experience.
• 6+ years hands-on ServiceNow experience in an enterprise environment.
• 4+ years in a technical architecture or lead role on the ServiceNow platform.
• 4+ years leading development and/or administration teams for ServiceNow or similar platforms.

Responsibilities

• Define and maintain the ServiceNow platform roadmap aligned with agency objectives.
• Architect end-to-end ServiceNow solutions across ITSM, ITOM, ITAM, HRSD, CSM, SecOps, IRM/GRC.
• Lead cross-functional ServiceNow development and administration team.
• Oversee platform upgrades, patches, and health; ensure compliance and security.
• Coordinate project plans, budgets, risks, and stakeholder communication.
• Ensure ITIL/ITSM processes and governance adherence.

Skills

Leadership

Strategic planning

ServiceNow

Team management

Architecture

Education

Bachelor's degree in Information Technology, Computer Science, Engineering, or related field.

Job description

Responsibilities & Qualifications

RESPONSIBILITIES

Platform Strategy & Architecture

• 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.

Team Leadership - Development & Administration

• 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.

Platform Administration & Operations

• 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.

Custom Application Development & O&M

• 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.

Project & Program Management

• 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.

Requirements & Stakeholder Management

• 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.

Governance, Compliance & Security

• 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.

Delivery & Quality Assurance

• 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.

Operations & Platform Management

• 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.

REQUIRED QUALIFICATIONS

• 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.

Technical Skills

• 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).
• Profici