ServiceNow Project Manager

🕒 September 21

🇺🇸 United States – Remote

💵 $140k - $160k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👷‍♀️ Project Manager

👻 Ghost score 3%

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NetImpact Strategies Inc. is a leading provider of digital transformation services, specializing in cybersecurity, software development, and strategic consulting. The company focuses on helping organizations modernize their IT infrastructures and improve operational efficiencies through innovative solutions and methodologies. With a mission-centered approach, NetImpact drives change by leveraging advanced technologies and best practices to enhance client capabilities and mission success.

📋 Description

• Lead a ServiceNow Platform Operations team supporting a Federal Agency • Serve as the primary management interface for task-order execution • Coordinate Government, prime/subcontractor, and multi-vendor delivery dependencies • Plan, prioritize, and direct work across platform operations, architecture, engineering, implementation, testing, and business-analysis lanes • Own staffing, onboarding, offboarding, backfill, leave/coverage planning, key-personnel substitution coordination, background-processing visibility, and service-window continuity • Manage demand and capacity in ServiceNow SPM • Balance service/security restoration, committed releases and control deadlines, and prioritized backlog • Own service-performance governance, including SLA/KPI/OPI calendars, dashboards, exceptions, corrective actions, and burn-in validation • Maintain integrated schedules, milestones, sprint/release plans, risks, issues, decisions, actions, dependencies, and deliverables in ServiceNow • Ensure weekly, biweekly, monthly, quarterly, and release-driven reporting is complete and evidence based • Coordinate production control, release readiness, architecture/security governance, and cross-team decisions • Lead incoming and outgoing transition, including transition plans, WBS, access and onboarding readiness, live-environment validation, artifact/knowledge capture, risk mitigation, and transfer of operational materials • Track customer satisfaction, feature adoption, business value, platform maturity, and improvement outcomes • Convert approved improvement opportunities into prioritized, owned work • Lead major-service communications and executive escalation • Provide the Agency with operating status, accountable owners, decision points, next-update expectations, and closure evidence

🎯 Requirements

• Four or more years of project/program management experience, including leadership of complex technology delivery or operations teams • At least three years leading ServiceNow implementations, platform operations, or managed ServiceNow delivery in a multi-team environment • Experience with Agile delivery • Experience with ServiceNow SPM or equivalent work-management practices • Experience with service-level performance management • Experience with fixed-price capacity planning • Experience managing staffing, transitions, risks/issues/dependencies, release commitments, customer communications, and measurable service outcomes • Project-management certification such as PMP or equivalent required where mandated by the applicable labor category • U.S. citizenship • Ability to satisfy High Risk IT background-investigation and sensitive-information requirements • Strong executive communication, prioritization, negotiation, and decision-management skills • Federal consulting or financial-regulatory experience preferred • Experience operating ServiceNow in a multi-vendor enterprise environment preferred • Experience with ServiceNow-native SLA/KPI dashboards, transition under constrained incumbent overlap, and evidence-based contract performance reporting preferred

🏖️ Benefits

• Comprehensive medical, dental, and vision insurance starting the first of the month after joining • 401(k) Plan with immediately vested employer contributions; no matching required • Generous Paid Time Off (PTO) • One additional day of paid wellness leave per calendar year • Ten federal holidays observed • Pet Insurance • Tuition reimbursement • Internal training programs • Company-sponsored industry certifications • Dynamic and collaborative work environment • Team building activities • Community volunteering • Quarterly HQ days • Wellness events • Happy hours • Family fun events

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