Project Manager II

The Project Manager II, acting as a Service Delivery Manager (PM/SDM), serves as the primary management and service-delivery lead responsible for planning, coordinating, governing, monitoring, and successfully delivering projects and development efforts involving the Service Now platform in a remote work environment.

The PM/SDM provides management oversight across the Service Now delivery lifecycle, including demand intake, project planning, Agile development, testing, release management, change management, platform upgrades, production deployment, operational transition, documentation, and knowledge transfer.

Success in this role means keeping Service Now projects on schedule and within scope, giving leadership clear visibility into status and risks, and ensuring releases, upgrades, and transitions go smoothly with minimal disruption.

Supervisory Responsibilities: Coordinate the activities of Service Now project personnel, ensuring technical work streams operate as an integrated project and satisfy approved requirements, milestones, deliverables, quality requirements, and acceptance criteria.

The Project Manager II oversees Service Now platform work end-to‑end, coordinating stakeholders and tracking demands, projects, requirements, testing, releases, and upgrades in Service Now, while keeping plans, traceability, and governance documentation current and reporting status and escalations to Government and contractor leadership.

• Maintain visibility into project scope, schedule, resources, risks, issues, dependencies, decisions, changes, deliverables, testing, releases, and milestones and provide timely reporting and escalation to Government and contractor leadership
• Ensure Service Now platform activities are coordinated, governed, scheduled, documented, tested, approved, and delivered in accordance with project and platform requirements.
• Develop and maintain integrated project management plans, schedules, milestones, dependencies, resource assignments, deliverables, acceptance activities, and deployment plans.
• Coordinate Service Now architects, developers, implementation specialists, administrators, business analysts, testers, cybersecurity personnel, business owners, and other stakeholders.
• Track and maintain the status of projects and development efforts involving the Service Now platform using applicable Demand Management, Strategic Portfolio
• Management/Project Portfolio Management (SPM/PPM), and Agile Development capabilities within Service Now.
• Ensure demands, projects, epics, features, stories, tasks, defects, risks, issues, decisions, dependencies, changes, and milestones are appropriately documented and maintained and establish traceability between approved requirements, user stories, development activities, testing, releases, and project deliverables.
• Establish traceability between approved requirements, user stories, development activities, testing, releases, and project deliverables.
• Coordinate demand intake, evaluation, prioritization, approval, and conversion into projects or development work.
• Participate in UAT and the development process when applicable
• Coordinate governance documentation with the Service Now Platform Owner and CTA to ensure management processes reflect approved technical architecture, platform standards, and Government requirements.
• Plan and coordinate Service Now platform upgrades, generally conducted at least annually or according to the Government‑approved upgrade schedule.
  
  Perform other duties and responsibilities as assigned.

• Bachelor's degree in Computer Science, Information Technology, Information Systems, Business Administration, Project Management or related field, or…