ServiceNow Project Manager

Position Title & Code: ServiceNow Architect

Location: Washington DC 20003

Project End Date: 12/31/2026 (With Possible extension to next fiscal year)

Responsibilities:

• Lead end to end delivery of ServiceNow initiatives from intake and scoping through design development testing training deployment and stabilization ensuring alignment with OCTOs ITSM strategy and governance models.
• Manage project timelines milestones risks and communications; coordinate cross functional teams including technical developers architects product owners and business stakeholders.
• Ensure project activities follow industry best practices ServiceNow implementation standards and District/OCTO delivery frameworks.
• Conduct requirements elicitation sessions (workshops interviews JAD sessions) to document business functional and technical requirements for new or enhanced ServiceNow modules workflows and integrations.
• Translate business processes into detailed process flows user stories acceptance criteria and configuration specifications; validate alignment with ITIL/ITSM processes.
• Apply expert level knowledge of ServiceNow (platform configuration catalog items forms workflows dashboards reporting and core ITSM modules such as Incident Problem Change Service Catalog HAM/SAM/CMDB) to design optimal scalable solutions.
• Validate platform configurations and assist technical teams with data modeling enhancements integrations and custom development efforts.
• Partner with technical staff to confirm feasibility identify design constraints and streamline configuration and implementation processes.
• Build trusted relationships with business owners program leadership and technical teams; serve as primary liaison for requirements prioritization design decisions and issue resolution.
• Support Organizational Change Management (OCM) efforts by communicating future state workflows facilitating solution demonstrations developing training materials and delivering end user training sessions.
• Maintain all project artifacts including requirements design documents test evidence meeting notes training materials and status reports.
• Prepare dashboards performance reports KPIs and analytics using ServiceNow reporting Performance Analytics or complementary BI tools (e.g. PowerBI).
• Ensure compliance with District policies OCTO standards contractual obligations and quality management processes.
• Identify opportunities to streamline workflows improve data integrity optimize IT service management processes and enhance user experience across the ServiceNow ecosystem.
• Support portfolio planning solution roadmapping and operational readiness activities; provide expert recommendations on module adoption process maturity and platform enhancements.

Core Qualifications

• Strong oral and written communications skills
• Supervisory experience working with a diverse internal and client teams
• Client presentation development; executive presence
• Ability to produce technical documentation utilizing the MS office suite including collaboration tools
• Understanding of change management configuration management and release management as it relates to ITIL
• Experience managing relationships operating procedures and service level agreements with clients and coworkers
• Customer relationship management experience
• Experience in test plan creation and execution including automated test scripts
• ITIL foundations certification
• Experience implementing systems using the agile/scrum methodology
• Experienced in the system development life cycle (SDLC) processes including client requirement analysis and system design
• Experience designing and implementing it and non-it related process workflows procedures and technical standards
• Administration of a ServiceNow instance including the delegation of groups modification of CMS workflows business rules UI actions UI policies ACLs dictionary catalog items and updates of all other existing solutions requiring revisions

CONTRACT JOB DESCRIPTION

Responsibilities:

1. Demonstrates expertise in conveying technical and functional concepts for a specific technical specialty.

2. Identifies improvements to project standards to achieve high quality services/products.

3. Identifies best practices and standards for the use of the product.

4. Delivers support and design for industry specific technologies that require integration with systems or networks.

5. Interacts with executive level business users or technical experts.

6. Functions as a niche technical SME.

7. Lead experience with technical expertise across large complex implementations for systems.

Minimum Education/Certification Requirements:

Bachelors degree in IT or related field or equivalent experience

Skill Assessment: (Please include the years of experience last used and brief description on skills below information is to be submitted along with the resume)