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.

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.

• 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.