Zachary Piper Solutions is seeking a Sr. Service Now Manager to join a Federal Program working in Woodlawn, MD. The Service Now Manager will play a critical role in managing a team of support analysts and ensuring efficient and effective support processes are in place to meet the needs of our organization.Responsibilities of the Sr. Service Now Manager include:
Serve as both Team Lead and Senior ServiceNow Developer.
Review customer requirements and design solution architecture that addresses technical needs, streamlines management, enhances automation, and supports operational reporting.
Lead the creation of solution deliverables such as roadmaps, operational optimization plans, and architectural diagrams-going beyond just User Story requirements.
Support prototype development and lead technical discussions and reviews based on defined requirements.
Oversee day-to-day operations of ServiceNow platform, including incident, request, change, and problem management modules.
Manage and mentor a team of ServiceNow developers and analysts, ensuring timely delivery of enhancements and support.
Collaborate with cross-functional teams to ensure alignment of ServiceNow capabilities with business and IT objectives.
Drive platform governance, data integrity (CMDB, HAM, SAM), and compliance with federal standards.
Lead continuous improvement initiatives, including automation, performance tuning, and user experience enhancements.
Monitor and report on KPIs, SLAs, and system health to stakeholders and leadership.
Qualifications for the Sr. Service Now Manager include:
Bachelor's degree in related field plus 8+ yrs developing ServiceNow across ITSM, ITOM (HAM/SAM), ITBM, CSM, SecOps, GRC, HR
Experience with U.S. Federal Government
5+ yrs in technical discussions/reviews
5+ yrs in system architecture/design
5+ yrs supporting IT data integrity (CMDB, HAM, SAM)
5+ yrs industry experience (e.g., finance, healthcare, tech, etc.)
5+ yrs technical leadership driving solutions
Must be able to obtain and maintain a US government clearance.
Compensation for the Sr. Service Now Manager includes:
Salary Range: $100,000 - $125,000 depending on experience
Comprehensive Benefits: Cigna Medical, Dental, Vision, 401K, PTO, Sick Leave if required by law, and Holidays
