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ServiceNow Project Manager

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Job ID: 2315263
Location: WASHINGTON, DC, United States
Date Posted: Jan 18, 2024
Category: Software
Subcategory: SW Systems Engr
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Remote Work: Remote
Benefits: Click here

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Job Description


SAIC is looking for an experienced ServiceNow Project Manager and seasoned Scrum Master with specialized focus on Portal, Orchestration and Virtual Agent, to join our team supporting the Department of Transportation (DOT).

High Priority qualifications, skills, experience, certifications

  • 12+ years of relevant IT experience, including at least 6 in administration services for a major Service Management System (SMS), preferably ServiceNow.
  • At least 5 years of proven experience managing a ServiceNow team.
  • Prior experience as a Scrum Master to drive Agile practices and execution for a set of Scrum/Kanban teams
  • Candidate must possess advanced knowledge and understanding of Portal, Orchestration and Virtual Agent.

Roles And Responsibilities

  • Commitment to continuous process improvement including active facilitation of reviews and retrospectives and incorporation of lessons learned for future Sprints.
  • Schedule and facilitate Scrum ceremonies (stand up, poker, planning, demo, retrospective, etc)
  • Prepare and facilitate informal workshops briefing and applying project Sponsor Project Processes, Procedures, and Project Management best practices for Government audiences.
  • Must demonstrate good communication skills and the ability to work independently or under general direction only.
  • Perform implementation, administration, configuration, and/or development with ServiceNow ITSM application suite, and in identified speciality(ies).
  • Plan and implement or assist with all ServiceNow Portals and Portal changes.
  • Apply and enforce SDLC and DevOps principles within the team.
  • Perform response and resolution for escalated SMS service requests and incidents.
  • Assist the platform administrator with incident resolution.
  • Participate in on-call rotation providing support during non-business hours (nights, weekends, holidays).


Qualifications and Education Requirements

  • 12+ years of relevant IT experience, including at least 6 in administration services for a major Service Management System (SMS), preferably ServiceNow.
  • Bachelor’s degree in Management Information Systems (MIS), Computer Science (CS), or related field; or an equivalent combination of education and experience (6 years of experience in lieu of degree).
  • Extensive knowledge of ServiceNow Portals, Orchestration and Virtual Agent including build-out, configuration and deployment.
  • Current ServiceNow Certified System Administrator (CSA) Certification is required.
  • US Citizen or Green Card Holder.
  • Ability to attain a Public Trust clearance.

Preferred Skills

  • 6+ years of direct experience in ServiceNow is preferred.
  • Certified Scrum Master (CSM) and/or Certified Scrum Product Owner (CSPO)
  • Two or more of the following current ServiceNow Micro Certifications are desirable:
    • MC - Service Portal
    • MC - Predictive Intelligence
    • MC - Virtual Agent
    • MC - Performance Analytics
    • MC - Automated Test Framework
  • One or more of the following current ServiceNow Certifications is desirable
    • Certified Application Developer (CAD) Certification (CAD)
    • Certified Implementation Specialist - IT Service Management (CIS-ITSM)
    • Certified Application Specialist - Performance Analytics (CAS-PA)
    • Certified Application Specialist - Customer Service Management (CAS-CSM)
    • Current ServiceNow CSM Professional Certification is desirable.

Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.


SAIC® is a premier Fortune 500® technology integrator driving our nation's technology transformation. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes secure high-end solutions in engineering, digital, artificial intelligence and mission solutions. Using our expertise and understanding of existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective and efficient solutions that are critical to achieving our customers' missions.

We are approximately 24,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer, fostering a culture of diversity, equity, and inclusion, which is core to our values and important to attract and retain exceptional talent. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.9 billion. For more information, visit For ongoing news, please visit our newsroom.

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