ServiceNow Technical Project Manager

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

📋 Description

• Oversee ServiceNow enhancements, sustainment, integrations, and reporting for the VA EHRM program and the CPMO Data Analytics and Insights team.

• Manage roadmaps, project plans, capacity forecasts, milestones, as well as risk, issue, and dependency logs.

• Collaborate with technical leads and Scrum Masters on PI planning, Agile coaching, sprint commitments, and multi-sprint release sequencing.

• Conduct stakeholder workshops and convert business, operational, and policy requirements into process maps, functional designs, Jira epics, stories, and acceptance criteria.

• Ensure traceability and secure approvals from the government and Change Control Board before finalizing scope.

• Direct low-code/no-code configuration of request forms, approval workflows, self-service capabilities, notifications, dashboards, and integrations.

• Oversee technical designs, estimates, data models, platform impacts, and dependencies across configuration and custom development.

• Drive enhancements to EHRM Request workflows, Informatics Patient Safety and Health Services forms, and VistA/CPRS request processes.

• Manage API requirements, architecture reviews, service-account provisioning, access approvals, development, testing, and documentation.

• Supervise ServiceNow-native reports, dashboards, KPIs, and Performance Analytics enhancements.

• Coordinate QA, UAT, regression testing, defect triage, release documentation, deployment readiness, and post-release validation.

• Oversee maintenance, user and assignment-group updates, routing changes, support requests, site readiness, training, communications, and go-live support.

• Coordinate VA OIT architecture, security, change, and deployment reviews.

• Translate policy requirements into platform controls, including role-based access and identity governance.

• Maintain decision records and technical documentation; brief government leaders on delivery, risks, and decisions.

⛳️ Requirements

• Bachelor’s degree in Business Administration, Management, Computer Science, Information Systems, Engineering, Healthcare IT, Project Management, or a related field; equivalent education and experience may be considered where allowed by the applicable labor category, contract, and customer requirements.

• Minimum of 5 years in enterprise IT delivery, technical project management, business analysis, or Agile team leadership.

• At least 3 years of experience supporting ServiceNow implementation, enhancement, or sustainment.

• Proven experience coordinating cross-functional delivery and leading requirements, backlog, or release activities.

• Hands-on experience with ServiceNow functional solution design and configuration, request and incident lifecycles, workflow automation, self-service capabilities, data models, and access controls.

• Proficiency in integrations and REST APIs.

• Experience in leading requirements definition, backlog refinement, development coordination, QA/UAT, deployment, stabilization, and ongoing support.

• Expertise in Jira and Agile/Scrum delivery, including team coaching, story development, acceptance criteria, sprint reviews, and release planning.

• Familiarity with Azure DevOps, ServiceNow Agile, Confluence, SharePoint, and Microsoft Office.

• Ability to convert business inquiries into reporting requirements and measurable KPIs, evaluate data quality and dashboard accuracy, and manage interdependencies between ServiceNow-native reporting and external analytics teams.

• Experience in coordinating technology delivery within a regulated environment.

• Strong skills in facilitation, problem-solving, written communication, and executive briefing.

• U.S. citizenship is required.

• Must be able to obtain and maintain the necessary VA suitability and system access, including Public Trust requirements.

• Physical capability to sit for extended periods, use a computer keyboard and mouse, communicate verbally and in writing, and occasionally stand, walk, bend, or lift up to 15 pounds.

🏝️ Benefits

• Equal opportunity employer.

• Reasonable accommodations may be provided to enable individuals with disabilities to perform the essential functions of the role.

• Notifications for Talent Community regarding new job opportunities, company news, and upcoming career events.