We are seeking a dynamic ServiceNow Platform Lead who combines strong technical expertise with exceptional client engagement, governance knowledge, and project management capabilities. This role requires a versatile professional who serves as the primary client interface, translating business needs into technical solutions while ensuring adherence to platform governance standards and coordinating across multiple stakeholder groups. The ideal candidate will excel at both hands-on ServiceNow development and strategic project planning, with outstanding communication skills to bridge technical and business domains effectively.
Location: Primarily Remote with onsite meetings in Washington, DC Metropolitan Area
Clearance: Must have an Active Public Trust clearance at a minimum
Key Responsibilities
Required Qualifications
- Education & Experience
- Bachelor’s degree in Computer Science, Information Technology, Business Administration, or related field (or equivalent experience)
- Minimum 5 years of ServiceNow platform experience with demonstrated client-facing responsibilities
- Proven experience with ServiceNow platform governance, including establishing and enforcing development standards and best practices
- Experience participating in or leading governance boards and technical review processes
- Proven track record of managing ServiceNow implementation projects from inception to completion
- Experience serving as the primary technical point of contact for enterprise clients
- Active Public Trust clearance (required)
- Must be able to travel to Washington, DC area for onsite client meetings as required
- Technical Skills
- Strong proficiency in ServiceNow platform development and administration including JavaScript, Glide API, and scripting
- Hands-on experience with ServiceNow ITSM, ITOM, and at least one additional module (HRSD, CSM, SecOps, or GRC)
- Demonstrated knowledge of ServiceNow governance frameworks, update set management, and deployment best practices
- Experience with ServiceNow instance strategy, domain separation, and multi-tenant governance models
- Demonstrated expertise in ServiceNow integration methods and API development
- Experience with Agile/Scrum methodologies and project management tools (Jira, MS Project, or similar)
- Knowledge of ITIL framework and its practical application within ServiceNow
- Proficiency in creating technical architectures and solution designs that align with governance standards
- Communication & Interpersonal Skills
- Exceptional verbal communication skills with proven ability to present complex technical information to diverse audiences
- Demonstrated excellence in client-facing interactions, including executive-level presentations and stakeholder management
- Strong written communication skills for creating proposals, documentation, and executive summaries
- Proven ability to facilitate meetings, workshops, and collaborative sessions effectively
- Experience managing difficult conversations and resolving conflicts between stakeholder groups
- Cultural awareness and ability to work effectively with diverse, geographically distributed teams
- Project Management & Analysis
- Demonstrated experience creating and managing project plans, work breakdown structures, and resource allocations
- Strong analytical and problem-solving skills with ability to perform root cause analysis
- Experience with requirements elicitation, analysis, and documentation techniques
- Proficiency in risk identification, assessment, and mitigation planning
- Ability to manage multiple concurrent projects while maintaining quality and meeting deadlines
- Experience with change management processes and stakeholder adoption strategies
- Governance & Compliance Experience
- Experience implementing and maintaining ServiceNow governance frameworks in enterprise environments
- Knowledge of federal compliance requirements and their impact on platform governance
- Understanding of DevOps practices and their integration with ServiceNow governance
- Experience with audit support and compliance documentation
- Required Certifications
- ServiceNow Certified System Administrator (CSA) – Required
- ITIL Foundation certification – Preferred
- Project Management Professional (PMP) or equivalent – Highly Desired
Desired Skills & Competencies
- Additional Technical Skills
- Experience with ServiceNow Performance Analytics and reporting
- Knowledge of ServiceNow Service Portal and Employee Center development
- Familiarity with cloud platforms (AWS, Azure) and their integration with ServiceNow
- Understanding of federal compliance requirements (FedRAMP, FISMA)
- Experience with ServiceNow GCC environments
- Knowledge of ServiceNow ATF (Automated Test Framework) and quality assurance practices
- Business & Consulting Skills
What We Offer
- Competitive salary commensurate with experience
- Comprehensive benefits package including health, dental, and vision insurance
- Professional development opportunities and certification support
- Opportunity to work directly with federal clients on mission-critical initiatives
- Career growth path with exposure to diverse industries and complex technical challenges
- Collaborative environment that values both technical excellence and client success
