[Remote] ServiceNow Team Project Manager/Architect

Note: The job is a remote job and is open to candidates in USA. TekSynap is a fast growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. The ServiceNow Platform Project Manager / Architect is responsible for leading the planning, design, delivery, and governance of the ServiceNow platform in a federal environment, ensuring that solutions are secure, compliant, scalable, and aligned with federal agency mission and IT strategy. Responsibilities Define and maintain the overall ServiceNow platform roadmap in alignment with agency strategic objectivesArchitect end-to-end ServiceNow solutions across modules (e.g., ITSM, ITOM, ITAM, HRSD, CSM, SecOps, IRM/GRC)Establish and enforce technical standards, patterns, and best practices for ServiceNow configuration and customizationEnsure platform designs meet federal security, compliance, and performance requirementsLead, mentor, and manage a cross-functional ServiceNow development and administration team (developers, admins, O&M staff)Assign and prioritize work across platform administration, configuration, custom application development, and sustainmentConduct regular backlog reviews, performance check-ins, and skills development planning for team membersFoster a culture of quality, accountability, and continuous improvement within the ServiceNow teamOversee day-to-day administration of the ServiceNow platform, including user and role management, configuration, and instance healthEnsure adherence to change management, configuration management, and release management processesCoordinate and approve platform upgrades, patches, and hotfixes, including regression testing and communicationMonitor platform performance, availability, and capacity; drive remediation and optimization activitiesLead the full application lifecycle for custom ServiceNow applications, from concept and design through development, testing, deployment, and O&MEnsure custom applications follow coding standards, security guidelines, and platform best practicesOversee defect management, enhancements, and technical debt remediation for custom appsCoordinate with business owners to prioritize enhancements, manage releases, and ensure ongoing application support and maintainabilityLead ServiceNow implementation and enhancement projects from initiation through close-outDevelop and manage project plans, schedules, scope, budget, risks, and dependenciesCoordinate cross-functional teams (developers, administrators, security, network, data, business owners)Prepare and deliver status reports, briefings, and dashboards for leadership and stakeholdersManage vendors and integrators; oversee contract deliverables, milestones, and SLAsEngage with business and technical stakeholders to gather, analyze, and prioritize requirementsTranslate business needs into clear user stories, acceptance criteria, and technical designs for both platform capabilities and custom applicationsFacilitate workshops, design sessions, and backlog grooming with agency stakeholdersServe as the primary point of contact for ServiceNow-related inquiries and decision-makingEnsure ServiceNow solutions adhere to federal security and privacy controls (e.g., FISMA, FedRAMP, NIST 800-53)Support ATO-related documentation, assessments, and continuous monitoring activitiesImplement and enforce data governance, role-based access control (RBAC), and segregation of dutiesSupport policy, process, and SOP development for platform usage and change managementOversee solution design reviews, code reviews, and configuration reviews for both out-of-the-box and custom solutionsEnsure adherence to ITIL/ITSM processes and agency-specific governance frameworksEstablish and monitor KPIs, SLAs, and OLAs for platform performance, support, and application healthDrive continuous improvement, backlog prioritization, and release planningCoordinate upgrade planning, regression testing, and release management for the ServiceNow platformWork closely with operations teams to ensure platform stability, availability, and scalabilityTroubleshoot complex platform issues, facilitating root cause analysis and long-term fixesMaintain documentation including architecture diagrams, data flows, and configuration standards Skills Bachelor's degree in Information Technology, Computer Science, Engineering, or related field (or equivalent experience)10+ years of experience in IT project management and/or solution delivery6+ years of hands-on experience working with ServiceNow in an enterprise environm