ServiceNow Project Manager

This is a fully remote position, open to applicants in Virginia.

📋 Description

• Oversee ServiceNow implementation programs by utilizing inherent platform features for project tracking, sprint management, and delivery governance, ensuring execution remains within the platform instead of utilizing external tools.

• Employ ServiceNow for managing backlogs, sprints, stories, and release planning across multiple concurrent workstreams.

• Configure and sustain program dashboards, SLA monitors, and reporting through Performance Analytics and Predictive Intelligence to identify risks, bottlenecks, and opportunities for improvement.

• Manage all contract administration to guarantee complete compliance with deliverables, terms and conditions, service quality standards, and relevant federal government rules, regulations, and industry standards.

• Direct and oversee numerous complex and interrelated tasks and workstreams to ensure task order deliverables are met on time and within the defined scope and budget.

• Monitor program performance, costs, scope, and schedules to satisfy program and client objectives; proactively identify, escalate, and mitigate risks.

• Serve as the authorized client liaison and primary point of accountability, acting as the intermediary between the client, oversight manager, technical monitor, and all support services across functional business and technology offices.

• Simultaneously manage multiple vendors and subcontractors across various projects and operational maintenance workstreams; supervise contractor personnel, including providing performance feedback and day-to-day task guidance.

• Oversee all program reporting, including SLA performance, financial status, and staffing; manage contractor onboarding and offboarding, ensuring timely access provisioning and clearance coordination.

• Advise and engage the client on critical operational and strategic priorities, offering advisory support for complex challenges and ensuring timely delivery of high-quality work products.

• Cultivate strong relationships with stakeholders.

• Ensure that deliverables are clear, actionable, and ready for implementation.

• Coordinate and lead cross-functional teams consisting of architects, analysts, developers, and designers across various workstreams; facilitate sprint ceremonies, technical reviews, and stakeholder working sessions.

• Manage dependencies, risks, and issues across workstreams, escalating as needed, driving resolutions, and mentoring team members on agile practices and federal delivery standards.

• Delegate and manage workstreams while maintaining consistency and quality.

• Review and refine deliverables produced by supporting team members.

• Perform other duties as assigned.

⛳️ Requirements

• A minimum of 5 years of experience as a project manager leading enterprise IT implementations.

• At least 3 years of proven experience in leading ServiceNow implementations.

• Practical knowledge of the ServiceNow platform, including a solid understanding of platform architecture, module interdependencies, and native project/agile features.

• Demonstrated ability to act as the primary client contact on a federal IT contract, managing task order execution and program delivery accountability.

• Experience in coordinating cross-functional delivery teams comprising architects, developers, analysts, and designers across multiple concurrent workstreams.

• Proven experience in prioritizing and managing process improvement initiatives aimed at enhancing data integrity, reporting capabilities, and process efficiencies.

• Experience working with various stakeholders in both business and IT sectors.

• Outstanding communication skills, including the ability to present at the executive level.

• Familiarity with program-level reporting, including tracking SLA performance, financial reporting, and staffing status.

• Experience supporting DevSecOps practices in a federal IT delivery context, including awareness of CI/CD pipelines and IT security and compliance requirements.

• Strong client communication skills with the capability to explain complex technical concepts to non-technical audiences.

• Experience in developing dashboards and reporting within the ServiceNow platform.

• Knowledge of federal IT environments, federal acquisition regulations, and government IT security requirements.

• Must be able to successfully pass a company background check.

🏝️ Benefits

• Equal Opportunity Employer

• Reasonable accommodations for individuals with disabilities