ServiceNow ITSM Platform Lead

World Wide Technology Holding•Phoenix, AZ

7d•Onsite

About The Position

World Wide Technology is hiring a full-time ServiceNow ITSM Platform Lead to support the Department of Homeland Security (DHS) IT infrastructure in a Government-authorized ServiceNow environment. The role is fully on-site in Chandler, Arizona, or Washington, DC, and requires the ability to possess or obtain a Top Secret clearance. Classified duties may be performed only after Government verification and authorization. The Platform Lead integrates platform engineering, service management processes, workflow modernization, configuration management, and operational reporting. The role establishes technical coordination among ServiceNow administrators, enterprise operational teams, Government stakeholders, and approved modernization activities. It maintains technical governance over platform configuration, workflow design, CMDB data quality, service mapping, integration requirements, and authorized enhancements. Relationship modeling and infrastructure dependency analysis may be used where appropriate, without introducing unapproved integrations or altering authoritative Government records. This position coordinates ServiceNow project delivery and technical activities from requirements through implementation, testing, acceptance, and operational sustainment. It applies ITIL-aligned practices, supports approved platform deployments, and provides documented status, performance metrics, risks, and recommendations for Government oversight. The role aligns platform capabilities with the NOC, ESTOM, EEDM, and other supported task areas. Salary is estimated at $140,000–$155,000 annually; actual pay may vary based on factors including location, experience, skills, performance, and business needs. Certain positions may also be eligible for variable incentive compensation.

Requirements

Possess or be capable of obtaining a Top Secret clearance; classified duties require Government verification and authorization.
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.
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.
Excellent written and verbal communication skills, including the ability to communicate with management, technical staff, and customer personnel.
Strong organizational skills and ability to adapt to a rapidly changing environment.
Experience working collaboratively across departments to identify requirements and dependencies.
Self-motivated, with the ability to anticipate problems and take a proactive approach to responsibilities.

Responsibilities

Coordinate ServiceNow project delivery from requirements definition through technical design, implementation, testing, acceptance, and operational sustainment.
Manage platform initiatives through 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 the operational needs of the Network Operations Center (NOC), Enterprise Services and Tools Operations and Maintenance (ESTOM), Enterprise Email and Domain Management Lead (EEDM), 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 coordinate submissions to the Government's Innovation and Continuous Improvement and Government-Directed Modernization process.
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.