ServiceNow Project Manager

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

📋 Description

• Lead a ServiceNow Platform Operations team in support of a Federal Agency.

• Act as the main management liaison for task-order execution.

• Facilitate coordination between Government, prime/subcontractor, and various vendor delivery dependencies.

• Plan, prioritize, and oversee work across platform operations, architecture, engineering, implementation, testing, and business-analysis areas.

• Manage staffing processes including onboarding, offboarding, backfill needs, leave/coverage planning, coordination of key personnel substitutions, background processing visibility, and continuity of service windows.

• Oversee demand and capacity management within ServiceNow SPM.

• Balance service/security recovery efforts, committed releases, control deadlines, and prioritized backlogs.

• Direct service-performance governance, which includes managing SLA/KPI/OPI calendars, dashboards, exceptions, corrective actions, and burn-in validation.

• Maintain comprehensive integrated schedules, milestones, sprint/release plans, risks, issues, decisions, actions, dependencies, and deliverables within ServiceNow.

• Ensure that weekly, biweekly, monthly, quarterly, and release-driven reporting is thorough and evidence-based.

• Coordinate production control, release readiness, architecture/security governance, and make cross-team decisions.

• Lead both incoming and outgoing transitions, which encompass transition plans, WBS, access and onboarding readiness, validation of live environments, artifact/knowledge capture, risk mitigation, and transfer of operational materials.

• Monitor customer satisfaction, feature adoption, business value, platform maturity, and improvement outcomes.

• Transform approved improvement opportunities into prioritized and managed work.

• Lead significant service communications and executive escalations.

• Provide the Agency with updates on operating status, accountable owners, decision points, next-update expectations, and evidence of closure.

⛳️ Requirements

• Minimum of four years of project/program management experience, including leadership of complex technology delivery or operational teams.

• At least three years of experience leading ServiceNow implementations, platform operations, or managing ServiceNow delivery in a multi-team setting.

• Proficiency in Agile delivery methodologies.

• Familiarity with ServiceNow SPM or equivalent work-management practices.

• Experience in managing service-level performance.

• Knowledge of fixed-price capacity planning.

• Proven ability to manage staffing, transitions, risks/issues/dependencies, release commitments, customer communications, and measurable service outcomes.

• Project-management certification such as PMP or equivalent is required where mandated by the relevant labor category.

• U.S. citizenship is a must.

• Ability to meet High Risk IT background investigation and sensitive information requirements.

• Strong skills in executive communication, prioritization, negotiation, and decision management.

• Experience in federal consulting or financial regulation is preferred.

• Previous experience operating ServiceNow in a multi-vendor enterprise environment is preferred.

• Familiarity with ServiceNow-native SLA/KPI dashboards, managing transitions under constrained incumbent overlap, and evidence-based contract performance reporting is preferred.

🏝️ Benefits

• Comprehensive medical, dental, and vision insurance starting the first of the month after joining.

• 401(k) Plan with immediately vested employer contributions; no matching required.

• Generous Paid Time Off (PTO).

• One additional day of paid wellness leave per calendar year.

• Ten federal holidays observed.

• Pet Insurance.

• Tuition reimbursement.

• Internal training programs.

• Company-sponsored industry certifications.

• Dynamic and collaborative work environment.

• Team-building activities.

• Community volunteering opportunities.

• Quarterly HQ days.

• Wellness events.

• Happy hours.

• Family fun events.