PBG delivers mission-focused solutions that eliminate inefficiency and power transformation for federal agencies requiring agility, security, and impact.
Location: Hybrid – primarily remote, with occasional on-site presence at the Customer's facilities in Washington, DC as required.
Position Summary
PBG is seeking an experienced ServiceNow Architect/Technical Lead to serve as the technical subject matter expert (SME) for the Service Desk modernization at our customer. 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 when those phases are exercised.
Key Responsibilities
- Assess the Customer's current ServiceNow configuration, including activated modules, customizations, workflows, knowledge base (KB), reporting, integrations, and technical debt, and analyze at least 12 months of historical ticket data.
- Design the future-state ServiceNow configuration, including incident and request workflows aligned with the L1, Level 2 (L2), and Level 3 (L3) tier model, SLA configuration specifications, a configuration requirements workbook, and a transition plan with rollback procedures.
- Design 15–20 dashboards, 30–40 reports, and a self-service portal with 15–20 self-service capabilities, including wireframes, user journey maps, and Section 508 accessibility requirements.
- Develop integration specifications for Active Directory, email, privileged access management (PAM), remote access tools, and monitoring systems, and define ServiceNow-to-PAM integration requirements with Customer IT Security.
- Configure ServiceNow incident and request management workflows, including assignment groups and rules, escalation triggers, the P1–P4 priority matrix, service catalog categories, and SLA definitions with breach warnings.
- Configure the ServiceNow Knowledge module, build SLA monitoring, agent performance, executive, and knowledge effectiveness dashboards and reports, and implement the self-service portal.
- Implement ServiceNow integrations with Customer systems, including the ServiceNow side of the integration with the Customer's PAM solution, and configure ServiceNow audit logging.
- 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, performance, and failover testing, support user acceptance testing (UAT), and support technical go-live readiness.
- Develop ServiceNow configuration documentation and an administration guide and deliver hands-on training to Customer ServiceNow administrators.
- Direct the work of non-key personnel assigned to ServiceNow development and testing.
Minimum Qualifications
- 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.
#WHYPBG
We have successfully built a company culture based on our single most important asset - our employees. At PBG we are passionate about employee engagement and make it our business to provide our employees a range of challenging and rewarding opportunities that align with business strategy, promote team work and inspire innovation. A job is where you are spending most of your day, so PBG believes in making it a fun, collaborative and productive environment. We want our employees to have the opportunity to grow and be part of a company that is making a lasting contribution to our customers.
Benefits:
- 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
Equal Employment Opportunity Statement:
PBG is an equal opportunity employer and makes all employment decisions based on job-related qualifications, skills, experience, and business needs. We do not discriminate against any applicant or employee based on legally protected characteristics, including but not limited to race, color, religion, sex, national origin, age, disability, genetic information, or veteran status, in accordance with applicable federal, state, and local laws. PBG complies with all laws regarding non-discrimination in employment in every location in which the company operates
Disclaimer:
This job description reflects management's assignment of essential job functions but is not intended to be a comprehensive list of all activities, duties and responsibilities required by the job incumbent. Nothing in the herein restricts management's right to assign or reassign duties and responsibilities to this job at any time.
This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.