Technical Project Manager – ServiceNow

Role Overview

• Lead and coordinate planning, execution, and delivery of ServiceNow ITSM projects and platform operations.
• Oversee multiple scrum teams (Scrum Masters, BAs, developers, admins) to ensure cohesive and timely delivery of features, updates, and operational improvements.
• Serve as the primary technical point of contact for the ITSM module (Incident, Problem, Change, Knowledge, Request Management) and other ServiceNow Platform services.
• Manage and prioritize the backlog, scope changes, risks, and dependencies across interconnected workstreams.
• Collaborate with platform administrators on ongoing operations including incident triage, change management coordination, performance monitoring, and SLA/OLA tracking.
• Oversee platform lifecycle activities, including release coordination, upgrades, and operational readiness to ensure platform stability and alignment with organizational priorities.
• Facilitate performance reporting, metrics tracking, and dashboards to provide visibility into ITSM effectiveness and platform health.
• Establish and drive platform governance, best practices, standards, and operational metrics to support consistent delivery and continuous improvement.
• Facilitate Agile ceremonies, release planning, sprint reviews, and retrospectives with distributed teams.
• Communicate status, escalations, risks, and performance to stakeholders and leadership, including recommendations for mitigation and refinement strategies.
• Ensure alignment with ITIL v3/v4 principles and VA standards for service delivery and platform stability.
• Mentor and support team members to strengthen technical and operational capabilities within the ServiceNow ecosystem.

Requirements

• Bachelor’s degree in Computer Science, Engineering, Information Systems, or related technical field (or equivalent experience).
• 10+ years of professional experience in IT or project management, with at least 7 years of hands-on experience managing ServiceNow platform initiatives, including ITSM modules and platform operations.
• Proficiency with ServiceNow platform with deep knowledge of ITSM modules (Incident, Problem, Change, Request, Knowledge) and familiarity with CMDB and performance/monitoring tools.
• ServiceNow CSA (Certified System Administrator)
• Demonstrated experience leading Agile teams in an enterprise environment; familiarity with Scrum, Kanban, or hybrid methodologies.
• Strong understanding of ITIL best practices and how they apply to service delivery and support workflows.
• Proven ability to manage competing priorities, define project governance, and drive cross-team collaboration.
• Exceptional verbal and written communication skills with the ability to translate technical concepts for non-technical stakeholders.
• Experience in federal government environment

Preferred Skills & Certifications

• Additional ServiceNow Certifications (e.g., CIS-ITSM, Implementation Specialist).
• Agile Scrum Certifications (CSM, Advanced-CSM).
• Familiarity with platform integration approaches (REST/SOAP APIs, MID Server).
• Familiarity with federal IT governance frameworks and compliance (e.g., FISMA, NIST guidance) is a plus.

Tech Stack

• ITSM
• ServiceNow
• SOAP

Benefits

The Company We believe in generating success collaboratively, enabling long-term mission success, and building trust for the next challenge. With you as our partner, let’s solve challenges, think innovatively, and maximize impact. As a valued member of our team, you have the unique opportunity to work in a diverse range of technology and business career paths, all while supporting our nation and delivering innovative technology solutions. We are a close community of experts that pride ourselves on creating an environment defined by teamwork, dedication, and excellence.

We hold three ISO certifications (27001:2013, 20000-1:2011, 9001:2015) and two CMMI ML 3 ratings (DEV and SVC).

Industry Recognition Growth | Inc 5000’s Fastest Growing Private Companies, DC Metro List Fastest Growing; Washington Business Journal: Fastest Growing Companies, Top Performing Small Technology Companies in Greater D.C. Culture | Northern Virginia Technology Council Tech 100 Honoree; Virginia Best Place to Work; Washington Business Journal: Best Places to Work, Corporate Diversity Index Winner – Mid-Size Companies, Companies Owned by People of Color; Department of Labor’s HireVets for our work helping veterans transition; SECAF Award of Excellence finalist; Victory Military Friendly Brand; Virginia Values Veterans (V3); Cystic Fibrosis Foundation Corporate Breath Award

Benefits We offer competitive benefits package including paid time off, healthcare benefits, supplemental benefits, 401k including an employer match, discount perks, rewards, and more. We invest in our employees – Every employee is eligible for education reimbursement for certifications, degrees, or professional development. Reimbursement amounts may fluctuate due to IRS limitations. We want you to grow as an expert and a leader and offer flexibility for you to take a course, complete a certification, or other professional growth and networking. We are committed to supporting your curiosity and sustaining a culture that prioritizes commitment to continuous professional development.

We work hard; we play hard. Kentro is committed to incorporating fun into every day. We dedicate funds for activities – virtual and in-person – e.g., we host happy hours, holiday events, fitness & wellness events, and annual celebrations. In alignment with our commitment to our communities, we also host and attend charity galas/events. We believe in appreciating your commitment and building a positive workspace for you to be creative, innovative, and happy.

**Commitment Equal Opportunity Employment & VEVRAA ** Kentro is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state or local law.

Kentro is strongly committed to compliance with VEVRAA and other applicable federal, state, and local laws governing equal employment opportunity. We have developed comprehensive policies and procedures to ensure our hiring practices align with these requirements.

As part of our VEVRAA compliance efforts, Kentro has established an equal opportunity plan outlining our commitment to recruiting, hiring, and advancing protected veterans. This plan is regularly reviewed and updated to ensure its effectiveness.

We encourage protected veterans to self-identify during the application process. This information is strictly confidential and will only be used for reporting and compliance purposes as required by law. Providing this information is voluntary and will not impact your employment eligibility.

Our commitment to equal employment opportunity extends beyond legal compliance. We are dedicated to fostering an inclusive workplace where all employees, including protected veterans, are treated with dignity, respect, and fairness.