ServiceNow ITSM Platform Lead

QUALIFICATIONS:

• SECRET clearance and be capable of obtaining a TOP SECRET clearance if required.
• Bachelor of Science degree in an approved discipline, including Information Systems, Information Technology, Management, Business Management, Engineering, or Computer Science.
• Demonstrated experience managing ServiceNow projects and implementations, enabling effective coordination of technical delivery, platform configuration, and operational integration.
• Strong knowledge of ITSM processes and ServiceNow platform capabilities, supporting technically sound workflow design, configuration management, and platform operations.
• Demonstrated experience directing multidisciplinary teams and complex technical projects involving operational stakeholders, platform engineering, security, and service management.
• Strong communication, stakeholder management, and problem-solving capabilities to resolve technical issues, explain implementation decisions, and coordinate Government requirements.
• Have excellent written and verbal communication skills, demonstrating an ability to communicate effectively with people in both management and technical roles as well as customer personnel, as required.
• Strong organization skills with an ability to adapt to a rapidly changing environment.
• Experience working collaboratively across departments to identify requirements and dependencies.
• Be self-motivated. Must be able to anticipate problems and take a proactive approach to responsibilities.

Want to learn more about Government Services? Check us out on our platform:

https://www.wwt.com/public-sector

https://www.wwt.com/government-services

Preferred locations: Chandler, AZ or Washington DC

Certain states and localities require employers to post a reasonable estimate of salary range. A reasonable estimate of the current base pay range for this position is $140,000.00 to $155,000.00 annually. Actual salary will be based on a variety of factors, including shift, location, experience, skill set, performance, licensure and certification, and business needs. The range for this position in other geographic locations may differ. Certain positions may also be eligible for variable incentive compensation, such as bonuses or commissions, that is not included in the base pay.

The well-being of WWT employees is essential. So, when it comes to our benefits package, WWT has one of the best. We offer the following benefits to all full-time employees:

• Health and Wellbeing: Health, Dental, and Vision Care, Onsite Health Centers, Employee Assistance Program, Wellness program
• Financial Benefits: Competitive pay, Profit Sharing, 401k Plan with Company Matching, Life and Disability Insurance, Tuition Reimbursement
• Paid Time Off: PTO and Sick Leave (starting at 20 days per year) & Holidays (10 per year), Parental Leave, Military Leave, Bereavement
• Additional Perks: Nursing Mothers Benefits, Voluntary Legal, Pet Insurance, Employee Discount Program

We strive to create an environment where all employees are empowered to succeed based on their skills, performance, and dedication. Our goal is to cultivate a culture of belonging that encourages innovation, collaboration, and respect for all team members, ensuring that WWT remains a great place to work for All!

If you have any questions or concerns about this posting, please email [email protected].

#LI-AH1

#clearancejobs

This is a full-time direct hire position and you must currently have an active Secret Security Clearance or above.  We are not able to offer visa sponsorship, 1099 status, or work with C2C for this role.

Why WWT?

At World Wide Technology, we work together to make a new world happen. Our important work benefits our clients and partners as much as it does our people and communities across the globe. WWT is dedicated to achieving its mission of creating a profitable growth company that is also a Great Place to Work for All. We achieve this through our world-class culture, generous benefits and by delivering cutting-edge technology solutions for our clients.

Founded in 1990, WWT is a global technology solutions provider leading the AI and Digital Revolution. WWT combines the power of strategy, execution and partnership to accelerate digital transformational outcomes for organizations around the globe. Through its Advanced Technology Center, a collaborative ecosystem of the world's most advanced hardware and software solutions, WWT helps clients and partners conceptualize, test and validate innovative technology solutions for the best business outcomes and then deploys them at scale through its global warehousing, distribution and integration capabilities.

With over 12,000 employees across WWT and Softchoice and more than 60 locations around the world, WWT's culture, built on a set of core values and established leadership philosophies, has been recognized 14 years in a row by Fortune and Great Place to Work® for its unique blend of determination, innovation and creating a great place to work for all.

Want to work with highly motivated individuals on high-performance teams? Join WWT today!

What is the Government Services Team and why join? 

Our Government Services team provides cleared resources with a global reach to federal civilian, Department of Defense (DoD), and intelligence community markets. We excel at delivering innovative, operationally ready, and cost-effective IT solutions that accelerate the interoperability and resiliency of mission-critical systems.

Location: Chandler, AZ or Washington, DC (fully on-site)

What will you be doing?

You will be supporting the Department of Homeland Security (DHS) Information Technology infrastructure.  As the ServiceNow ITSM Platform Lead, you will be responsible for integrating platform engineering, service management processes, workflow modernization, configuration management, and operational reporting within the Government-authorized ServiceNow environment.  The Platform Lead will establish technical coordination between ServiceNow administrators, enterprise operational teams, Government stakeholders, and approved modernization activities. You will maintain technical governance over platform configuration, workflow design, Configuration Management Database (CMDB) data quality, service mapping, integration requirements, and authorized platform enhancements. Where appropriate, the Platform Lead will work with the alongside partners to use relationship modeling and infrastructure dependency analysis to support evaluation of configuration relationships and operational dependencies, without introducing unapproved integrations or altering authoritative Government records.

RESPONSIBILITIES:

• Coordinate ServiceNow project delivery from requirements definition through technical design, implementation, testing, acceptance, and operational sustainment.
• Manage platform initiatives through documented requirements, Government-approved priorities, controlled technical changes, and measurable acceptance criteria.
• Coordinate applicable Incident, Problem, Change, Knowledge, Service Catalog, Service Portal, CMDB, and Service Mapping capabilities to improve workflow consistency, operational traceability, and service management performance.
• Provide integrated technical and project leadership for ServiceNow governance, engineering, implementation, stakeholder coordination, quality assurance, and continual service improvement.
• Maintain visibility into delivery progress, technical risks, and dependencies affecting operational services.
• Translating Government and operational stakeholder requirements into documented ServiceNow technical requirements, coordinating with affected task leads to validating workflow impacts, data requirements, and operational responsibilities.
• Apply ITIL-aligned service management practices to design and refine authorized workflows.
• Maintain configuration documentation, technical designs, work instructions, test results, implementation records, and operating procedures.
• Coordinate ServiceNow capabilities throughout service design, transition, operations, and continual improvement.
• Align platform functionality with the operational needs of the Network Operations Center (NOC), Enterprise Services and Tools Operations and Maintenance (ESTOM), Enterprise Email and Domain Management Lead (EEDM), and other supported task areas.
• Validate workflow functionality, configuration accuracy, integration behavior, and data integrity through documented testing and quality reviews.
• Identify deficiencies to be corrected before authorized production deployment.
• Evaluate opportunities to improve workflow automation, CMDB accuracy, reporting, service mapping, and operational visibility.
• Recommend improvements and coordination submissions to the Government's Innovation and Continuous Improvement and Government-Directed Modernization process.
• Execute approved ServiceNow deployments using configuration control, testing, change authorization, implementation planning, rollback procedures, and operational validation.
• Develop technical solution recommendations and level-of-effort estimates identifying engineering requirements, integration considerations, implementation risks, and expected operational benefits.
• Coordinate ServiceNow technical activities with Government personnel and other authorized contractors to maintain consistent interfaces, shared operational procedures, and clearly defined responsibilities.
• Provide quality-controlled implementation status, operational performance metrics, technical risk information, and recommendations to support Government oversight and decision-making.