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# ServiceNow Architect/Technical Lead

- **Company:** PBG, LLC
- **Location:** Washington, DC, United States (Remote available)
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** ServiceNow Security Operations, JavaScript (Programming Language), Active Directory, Artificial Intelligence, Knowledge Management, Single Sign-On, Website Wireframe, Workflow Management Systems, Performance Testing, ServiceNow IT Service Management, Technical Debt, Software Version Control, Servicenow
- **Published:** October 4, 2026
- **Apply:** https://www.dice.com/job-detail/0bef6362-a5ab-471d-8562-aafe984622e3

## About the Role

* 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.

## Description

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.