Location: Remote (MST & PST time zone)
Duration: Contract to Hire
Payrate: $50.00/hour on W2
The team is seeking a ServiceNow Technical Lead to serve as the primary technical owner of the AtoZ Portal's ServiceNow implementation. This individual will work closely with implementation vendors, oversee all ServiceNow development and technical decisions, and ensure the platform is built, maintained, and enhanced according to best practices.
The ideal candidate will possess strong ServiceNow platform expertise, a solid understanding of integrations and identity concepts, and the ability to translate product direction into clear technical execution plans.
Key Responsibilities
- Serve as the primary technical owner of the AtoZ ServiceNow implementation, ensuring platform quality, performance, and scalability.
- Manage and oversee the ServiceNow technical backlog in Jira, including enhancements, bugs, maintenance tasks, and modernization initiatives.
- Review and validate solution architecture, workflows, and technical decisions provided by vendor development teams.
- Provide hands-on configuration and development support to troubleshoot issues and validate platform behavior.
- Act as the primary technical point of contact between AtoZ and vendor maintenance/development teams.
- Review vendor designs, technical documentation, and proposed solutions for alignment with best practices and program objectives.
- Participate in evaluating vendor Statements of Work (SOWs) and technical proposals during procurement cycles.
- Support agency onboarding efforts by participating in integration meetings and providing ServiceNow expertise.
- Collaborate with Identity Platform and agency technical teams on authentication, attribute flow, and notification patterns.
- Assist the Program Manager in translating business priorities into technical execution plans.
- Lead platform upgrades, modernization efforts, and release planning activities.
- Ensure compliance with accessibility, security, and state technology standards.
- Participate in Agile ceremonies including Sprint Planning, Backlog Refinement, Standups, Reviews, and Retrospectives.
- Prepare technical stories, acceptance criteria, and testing requirements.
- Maintain technical documentation, architecture diagrams, workflow maps, and configuration details.
- Recommend improvements for platform stability, performance, and scalability.
- Stay current with ServiceNow roadmap updates and emerging platform capabilities.
Required Qualifications
- 5+ years of ServiceNow experience in a technical role such as Developer, Analyst, Architect, or Technical Lead.
- Strong Business Analyst background with the ability to translate business requirements into technical stories, tasks, and execution plans.
- Experience with ServiceNow architecture, configuration, workflows, scripting, and platform best practices.
- Experience overseeing vendor development teams or external technical partners.
- Strong communication skills with the ability to explain technical concepts to non-technical stakeholders.
Preferred Qualifications
- Experience with ServiceNow Public Sector Digital Services (PSDS), including case management, constituent engagement, public sector workflows, or related modules.
- Hands-on experience with ServiceNow Notifications, Catalog Items, Flow Designer, and Integration Hub.
- Experience working in Agile or iterative development environments.
- Understanding of integrations, identity concepts including SSO, OIDC, and SAML.
- Knowledge of API fundamentals including JSON and REST.
- Experience working in government, public sector, or highly regulated environments.
- Experience evaluating technical proposals during procurement processes.
- Knowledge of platform upgrades, release management, and long-term maintenance strategies.
- Experience supporting cross-system integrations and coordinating among multiple technical teams.
- Ability to create technical diagrams, architecture documentation, and integration flow designs.
Required Skills
- 5+ years of ServiceNow experience as a Developer, Analyst, Architect, or Technical Lead.
- Business Analyst experience with demonstrated ability to translate business requirements into technical solutions.
Preferred Skills
- ServiceNow Public Sector Digital Services (PSDS).
- SSO, OIDC, and SAML authentication concepts.
- REST APIs and JSON-based integrations.
- ServiceNow Integration Hub and Flow Designer.
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