Project Manager II

About the Opportunity

The Project Manager II, acting as a Service Delivery Manager (PM/SDM), serves as the primary management and service-delivery lead responsible for planning, coordinating, governing, monitoring, and successfully delivering projects and development efforts involving the ServiceNow platform in a remote work environment.

The PM/SDM provides management oversight across the ServiceNow delivery lifecycle, including demand intake, project planning, Agile development, testing, release management, change management, platform upgrades, production deployment, operational transition, documentation, and knowledge transfer.

Success in this role means keeping ServiceNow projects on schedule and within scope, giving leadership clear visibility into status and risks, and ensuring releases, upgrades, and transitions go smoothly with minimal disruption.

Supervisory Responsibilities: Coordinate the activities of ServiceNow project personnel, ensuring technical workstreams operate as an integrated project and satisfy approved requirements, milestones, deliverables, quality requirements, and acceptance criteria.

What You Will Do

The Project Manager II oversees ServiceNow platform work end-to-end, coordinating stakeholders and tracking demands, projects, requirements, testing, releases, and upgrades in ServiceNow, while keeping plans, traceability, and governance documentation current and reporting status and escalations to Government and contractor leadership.

Responsibilities include:

• Maintain visibility into project scope, schedule, resources, risks, issues, dependencies, decisions, changes, deliverables, testing, releases, and milestones and provide timely reporting and escalation to Government and contractor leadership
• Ensure ServiceNow platform activities are coordinated, governed, scheduled, documented, tested, approved, and delivered in accordance with project and platform requirements.
• Develop and maintain integrated project management plans, schedules, milestones, dependencies, resource assignments, deliverables, acceptance activities, and deployment plans.
• Coordinate ServiceNow architects, developers, implementation specialists, administrators, business analysts, testers, cybersecurity personnel, business owners, and other stakeholders.
• Track and maintain the status of projects and development efforts involving the ServiceNow platform using applicable Demand Management, Strategic Portfolio
• Management/Project Portfolio Management (SPM/PPM), and Agile Development capabilities within ServiceNow.
• Ensure demands, projects, epics, features, stories, tasks, defects, risks, issues, decisions, dependencies, changes, and milestones are appropriately documented and maintained and establish traceability between approved requirements, user stories, development activities, testing, releases, and project deliverables.
• Establish traceability between approved requirements, user stories, development activities, testing, releases, and project deliverables.
• Coordinate demand intake, evaluation, prioritization, approval, and conversion into projects or development work.
• Participate in UAT and the development process when applicable
• Coordinate governance documentation with the ServiceNow Platform Owner and CTA to ensure management processes reflect approved technical architecture, platform standards, and Government requirements.
• Plan and coordinate ServiceNow platform upgrades, generally conducted at least annually or according to the Government-approved upgrade schedule.Perform other duties and responsibilities as assigned.

What You Will Bring

Basic Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Information Systems, Business Administration, Project Management or related field, or equivalent combination of education and relevant professional experience.
• Minimum five (5) years of experience managing complex enterprise IT implementation, software development, SaaS, or platform modernization projects.
• Minimum five (5) years of experience in project/program coordination, status reporting, schedule management, forecasting, or equivalent professional services management activities.
• Experience with Agile work methodology and associated tools to track progress and manage timelines
• Demonstrated hands-on experience using ServiceNow to manage project workflows, track tasks and deliverables, maintain project records, and produce status reports.
• Strong knowledge of IT infrastructure and governance principles
• Demonstrated experience managing ServiceNow implementation, development, enhancement, integration, or platform operations projects.
• Demonstrated experience managing Agile software development and implementation teams.
• Experience with Agile and DevOps software development, testing, release, and deployment practices.
• Experience managing project scope, schedules, resources, risks, issues, dependencies, changes, testing, releases, and deliverables.

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA) certification
• Relevant certifications, such as Project Management Professional (PMP), Certified ScrumMaster (CSM), ITIL Foundation, , or ServiceNow Certified Implementation Specialist (CIS).
• Demonstrated experience using ServiceNow Strategic Portfolio Management (SPM)/Project Portfolio Management (PPM), Demand Management, Agile Development, and DevOps capabilities.
• Familiarity with federal cybersecurity, configuration management, Section 508, records management, privacy, and software quality assurance requirements.
• Experience managing ServiceNow integrations with enterprise endpoint management, discovery, cybersecurity, financial, procurement, or asset management systems.

Work authorization/security clearance requirements

• Ability to obtain a security clearance.

Work Environment

• This work is normally completed in a remote environment.

Physical Demands

• Prolonged periods of sitting at a desk and working on a computer.Must be able to access and navigate each department at the organization's and client facilities.

Travel Required

• Travel to the client site may be required on an as-needed basis.

Proficiency Requirement

• The employee is expected to demonstrate proficiency in all essential job functions, tools, and processes related to this position within the first 90 days of employment. This includes acquiring a thorough understanding of job-specific responsibilities, systems, and workflows as outlined during onboarding and training. Failure to meet this requirement may result in additional training, reassessment, or other actions as deemed necessary by management.