ServiceNow Architect​/Technical Lead; SME

PBG delivers mission-focused solutions that eliminate inefficiency and power transformation for federal agencies requiring agility, security, and impact.

Location
:
Hybrid – primarily remote, with occasional on-site presence at the Customer's facilities in Washington, DC as required (mainly for stakeholder engagement, interviews, and Service Desk observation, which may include occasional evening or weekend shifts during the initial assessment). Travel is not authorized; candidates must be able to reach the Washington, DC area locally.

Clearance/Screening Requirements
: U.S. citizenship required.

PBG is seeking an experienced Service Now Architect/Technical Lead to serve as the technical subject matter expert (SME) for our Customer's Service Desk modernization. As the Customer consolidates distributed Level 1 (L1) IT support into a unified Service Desk delivered by a Managed Service Provider (MSP), Service Now is the platform that enables its workflows, Service Level Agreement (SLA) monitoring, knowledge management, and self-service.

This key position assesses the Customer's current Service Now configuration, designs the future-state platform, and leads configuration, integration, testing, and administrator training. This position is estimated at a minimum allocation of 80 percent.

• Assess the Customer's current Service Now configuration, including activated modules, customizations, workflows, knowledge base, reporting, integrations, and technical debt, and analyze historical ticket data.
• Design the future-state Service Now configuration, including incident and request workflows aligned with the L1/L2/L3 tier model, SLA configuration specifications, a configuration requirements workbook, and a transition plan.
• Design dashboards, reports, and the self-service portal, including wireframes, user journeys, and accessibility requirements.
• Develop integration specifications for Active Directory, email, privileged access management (PAM), and remote access tools, and define Service Now-to-PAM integration requirements.
• Configure Service Now incident and request management workflows, including assignment rules, escalation triggers, the P1–P4 priority matrix, service catalog categories, and SLA definitions.
• Configure the Service Now Knowledge module, build SLA monitoring and performance dashboards and reports, and implement the self-service portal.
• Implement Service Now integrations with Customer systems, including the integration with the Customer's PAM solution.
• Provide oversight and validation of Service Now configuration against design specifications, whether the work is performed by Customer staff, other contractors, or PBG.
• Conduct unit, integration, and performance testing, and support user acceptance testing (UAT) and technical go-live readiness.
• Develop Service Now configuration documentation and an administration guide, and train Customer Service Now administrators.
• Direct the work of non-key personnel assigned to Service Now development and testing.

• Seven (7) years of Service Now platform experience.
• Five (5) years configuring Service Now IT Service Management (ITSM) modules (Incident, Request, Knowledge, Service Catalog).
• Strong experience with Service Now workflow design and business rules.
• Experience with Service Now integrations (Active Directory, single sign-on (SSO), email).
• Knowledge of JavaScript and Service Now scripting.
• Experience with Service Now reporting and dashboard development.
• Service Now upgrade and version management experience.
• Service Now Certified Implementation Specialist (CIS) in ITSM or Certified System Administrator (CSA).
• S. citizenship.

• Service Now Certified Master Architect or multiple CIS certifications.
• Ten (10) years of Service Now experience.
• Experience with PAM integrations in Service Now.
• Federal Government Service Now implementations.
• Experience with Service Now Virtual Agent/AI capabilities.
• Knowledge of Service Now Performance Analytics.
• Service Now Security Operations or governance, risk, and compliance (GRC) module experience.
• Experience implementing Service Now in financial services or other regulated environments.

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