ServiceNow Architect/Technical Lead (SME)

PBG•Hybrid DC, DC

3d•Hybrid

About The Position

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

Requirements

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).
U.S. citizenship.

Nice To Haves

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.

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.