Remote
Job Description
Our team is seeking a ServiceNow Technical Lead to serve as the primary technical owner of the AtoZ Portal’s ServiceNow implementation. In this role, you will work closely with our implementation vendor, oversee all ServiceNow development and technical decisions, and ensure the platform is built, maintained, and enhanced according to best practices. The ideal candidate brings strong ServiceNow platform expertise, a solid understanding of integrations and identity concepts, and the ability to translate product direction into clear technical execution plans.
This position will act as the technical subject matter expert for how AtoZ leverages ServiceNow, owning the technical backlog, guiding enhancements, coordinating platform upgrades, and ensuring long-term stability and scalability. It requires someone who can be hands-on when needed, troubleshoot issues, and validate integrator/implementation vendor architecture and development work.
Key Responsibilities
Serve as the primary technical owner of the AtoZ ServiceNow implementation, ensuring platform quality, performance, and scalability.
Oversee and manage 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 the MVP and long term vendor development teams.
Provide hands-on configuration or development support as needed to troubleshoot issues or validate platform behavior.
Act as the main technical point of contact between AtoZ and maintenance and vendor development teams.
Review vendor designs, technical documentation, and proposed solutions to ensure alignment with best practices and program goals.
Participate in evaluating vendor SOW responses and technical proposals during procurement cycles.
Support client onboarding by joining integration meetings and providing technical expertise related to ServiceNow capabilities such as notifications, workflows, catalog use, and routing.Collaborate with the AtoZ Identity Platform and client technical teams to ensure successful authentication, attribute flow, and notification patterns.
Support the AtoZ Program Manager in translating business priorities into technical execution plans.
Lead planning for platform upgrades, modernization efforts, and release cycles.
Ensure compliance with accessibility, security, and state technology policies and standards.
Actively participate in agile ceremonies, including Sprint Planning, Backlog Refinement, Standups, Reviews, and Retrospectives.
Prepare technical stories, acceptance criteria, and testing requirements.
Ensure all ServiceNow work is delivered in alignment with product goals, timelines, and quality standards.
Maintain technical documentation, diagrams, workflow maps, and configuration details.
Recommend improvements to platform stability, performance, and long-term scalability.
Stay informed of ServiceNow roadmap updates and new platform capabilities.
Required Qualifications
5 or more years of ServiceNow experience in a technical role such as developer, architect, or technical lead.
Experience with ServiceNow Public Sector Digital Services (PSDS), including case management, constituent engagement, public sector workflows, or related modules.
Strong understanding of ServiceNow architecture, configuration, workflows, scripting, and platform best practices.
Experience overseeing vendor development teams or external technical partners.
Ability to translate business requirements into technical stories, tasks, and execution plans.
Strong communication skills and ability to explain complex technical topics to non-technical stakeholders.
Preferred Qualifications
Hands-on experience with ServiceNow Notifications, Catalog Items, Flow Designer, and Integration Hub.
Experience working in agile or iterative development environments.
Solid understanding of integrations, identity concepts including SSO, OIDC and SAML,
and API fundamentals including JSON and REST.
Familiarity with government, public sector, or highly regulated environments.
Experience participating in technical evaluation during procurement processes.
Knowledge of platform upgrade planning, release management, and long-term
maintenance strategies.
Experience supporting cross-system integrations or coordinating between multiple
technical teams.
Ability to build technical diagrams, architecture visuals, and integration flow
documentation.
Required Skills
5 or more years of ServiceNow experience in a technical role such as developer, Analyst, or technical lead with a Business Analyst background
Ability to translate business requirements (This must be on the resume)
Preferred Skills
Experience with ServiceNow Public Sector Digital Services (PSDS)
Solid understanding of integrations, identity concepts including SSO, OIDC and SAML, and API fundamentals including JSON and REST
Notes:
100% remote
VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status