ServiceNow Architect/Technical Lead

PBG is seeking an experienced ServiceNow 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), ServiceNow 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 ServiceNow 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., The ServiceNow Architect/Technical Lead shall be responsible for the following:

• Assess the Customer’s current ServiceNow configuration, including activated modules, customizations, workflows, knowledge base, reporting, integrations, and technical debt, and analyze historical ticket data.
• Design the future-state ServiceNow 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 ServiceNow-to-PAM integration requirements.
• Configure ServiceNow incident and request management workflows, including assignment rules, escalation triggers, the P1-P4 priority matrix, service catalog categories, and SLA definitions.
• Configure the ServiceNow Knowledge module, build SLA monitoring and performance dashboards and reports, and implement the self-service portal.
• Implement ServiceNow integrations with Customer systems, including the integration with the Customer’s PAM solution.
• Provide oversight and validation of ServiceNow 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 ServiceNow configuration documentation and an administration guide, and train Customer ServiceNow administrators.
• Direct the work of non-key personnel assigned to ServiceNow development and testing.

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

Highly Valued Qualifications Preferred, but Not Required:

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

• 401K Retirement Plan
• Medical Plan options with significant financial investments from PBG
• Prescription benefit plan
• Dental and Vision coverage
• Employee Assistance Program
• Short term / Long-term disability
• Supplemental group life and AD&D options
• Yearly Bonuses
• Generous Paid Time Off / Paid Holidays
• Career/Professional Development Program
• Spot Bonus Program

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