TekSynap ยท 1 month ago
ServiceNow Team Project Manager/Architect
United States
Full-time
Onsite
Senior Level, Lead/Staff
$103K/yr - $135K/yr
10+ years expTekSynap is a fast growing high-tech company that provides various IT services to federal government customers. The ServiceNow Platform Project Manager/Architect will lead the planning, design, delivery, and governance of the ServiceNow platform in a federal environment, ensuring solutions are secure, compliant, and scalable while managing a development and administration team.
ComputerInformation ServicesInformation Technology
No H1B
U.S. Citizen Only
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
Qualification
Required
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
Preferred
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
TekSynap
TekSynap is a well planned information management environment that offers to meet the business needs of Local Government customers.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Kamran Jinnah
CEO
Lucas Narel
Chief Financial Officer
Recent News
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