ServiceNow ITSM Platform Lead

World Wide Technology Holding • Phoenix, AZ

20h • Onsite

About The Position

World Wide Technology is hiring a full-time ServiceNow ITSM Platform Lead to support the Department of Homeland Security’s information technology infrastructure. The role is based fully on-site in Chandler, Arizona, or Washington, DC, and requires an active Secret clearance or higher; the employee must also be capable of obtaining a Top Secret clearance if required.

The Platform Lead integrates platform engineering, service management processes, workflow modernization, configuration management, and operational reporting in a Government-authorized ServiceNow environment. The role coordinates ServiceNow administrators, enterprise operational teams, Government stakeholders, and approved modernization activities, while maintaining technical governance over platform configuration, workflow design, CMDB data quality, service mapping, integration requirements, and authorized enhancements. Any relationship modeling or infrastructure dependency analysis must not introduce unapproved integrations or alter authoritative Government records.

The role provides technical and project leadership across ServiceNow governance, engineering, implementation, stakeholder coordination, quality assurance, and continual service improvement. It coordinates platform capabilities through service design, transition, operations, and improvement, and aligns functionality with the operational needs of supported teams, including the Network Operations Center, Enterprise Services and Tools Operations and Maintenance, and Enterprise Email and Domain Management. The Platform Lead documents requirements, designs, testing, changes, deployment plans, and operational procedures, and provides status, metrics, risk information, and recommendations to support Government oversight.

Requirements

• Currently hold an active Secret security clearance or above and be capable of obtaining a Top Secret clearance if required.
• Bachelor of Science degree in an approved discipline, including Information Systems, Information Technology, Management, Business Management, Engineering, or Computer Science.
• Demonstrated experience managing ServiceNow projects and implementations, coordinating technical delivery, platform configuration, and operational integration.
• Strong knowledge of ITSM processes and ServiceNow platform capabilities.
• Demonstrated experience directing multidisciplinary teams and complex technical projects involving operational stakeholders, platform engineering, security, and service management.
• Strong communication, stakeholder management, and problem-solving capabilities to resolve technical issues, explain implementation decisions, and coordinate Government requirements.
• Excellent written and verbal communication skills, including the ability to communicate with management, technical personnel, and customers.
• Strong organizational skills and ability to adapt to a rapidly changing environment.
• Experience collaborating across departments to identify requirements and dependencies.
• Self-motivated, able to anticipate problems, and proactive in carrying out responsibilities.
• Must work fully on-site in Chandler, Arizona, or Washington, DC.
• Visa sponsorship, 1099 status, and C2C arrangements are not available.

Responsibilities

• Coordinate ServiceNow project delivery from requirements definition through technical design, implementation, testing, acceptance, and operational sustainment.
• Manage platform initiatives using documented requirements, Government-approved priorities, controlled technical changes, and measurable acceptance criteria.
• Coordinate Incident, Problem, Change, Knowledge, Service Catalog, Service Portal, CMDB, and Service Mapping capabilities to improve workflow consistency, operational traceability, and service management performance.
• Provide integrated technical and project leadership for ServiceNow governance, engineering, implementation, stakeholder coordination, quality assurance, and continual service improvement.
• Maintain visibility into delivery progress, technical risks, and dependencies affecting operational services.
• Translate Government and operational stakeholder requirements into documented ServiceNow technical requirements, coordinating with affected task leads to validate workflow impacts, data requirements, and operational responsibilities.
• Apply ITIL-aligned service management practices to design and refine authorized workflows.
• Maintain configuration documentation, technical designs, work instructions, test results, implementation records, and operating procedures.
• Coordinate ServiceNow capabilities throughout service design, transition, operations, and continual improvement.
• Align platform functionality with operational needs of the Network Operations Center, Enterprise Services and Tools Operations and Maintenance, Enterprise Email and Domain Management, and other supported task areas.
• Validate workflow functionality, configuration accuracy, integration behavior, and data integrity through documented testing and quality reviews; identify deficiencies for correction before authorized production deployment.
• Evaluate opportunities to improve workflow automation, CMDB accuracy, reporting, service mapping, and operational visibility.
• Recommend improvements and submit coordination recommendations to the Government’s Innovation and Continuous Improvement and Government-Directed Modernization processes.
• Execute approved ServiceNow deployments using configuration control, testing, change authorization, implementation planning, rollback procedures, and operational validation.
• Develop technical solution recommendations and level-of-effort estimates identifying engineering requirements, integration considerations, implementation risks, and expected operational benefits.
• Coordinate ServiceNow technical activities with Government personnel and other authorized contractors to maintain consistent interfaces, shared operational procedures, and clearly defined responsibilities.
• Provide quality-controlled implementation status, operational performance metrics, technical risk information, and recommendations to support Government oversight and decision-making.

Benefits

• Health, dental, and vision care
• Onsite health centers
• Employee Assistance Program
• Wellness program
• Profit sharing
• 401(k) plan with company matching
• Life and disability insurance
• Tuition reimbursement
• PTO and sick leave starting at 20 days per year
• 10 holidays per year
• Parental leave
• Military leave
• Bereavement leave
• Nursing mothers benefits
• Voluntary legal benefits
• Pet insurance
• Employee discount program
• Potential eligibility for variable incentive compensation, such as bonuses or commissions

What This Job Offers

• Job Type: Full-time
• Career Level: Senior