ServiceNow Technical Project Manager

Employment: Full-time | Location: Remote; Eastern Time business hours

The ServiceNow Technical Project Manager at Aptive Resources LLC supports the Department of Veterans Affairs (VA) Electronic Health Record Modernization (EHRM) program and the CPMO Data Analytics and Insights team. This role leads ServiceNow enhancements, sustainment, integrations, and reporting supporting the Tiered Hub Process and enterprise issue resolution.

The role combines technical project management, senior business analysis, and Agile leadership with practical ServiceNow solution design and configuration expertise. Working with government leads, developers, architects, QA, analytics teams, and field stakeholders, the Technical PM translates business and policy requirements into functional solutions and manages delivery from requirements through deployment, adoption, and operational support.

• Technical and Agile delivery leadership. Maintain roadmaps, project plans, capacity forecasts, milestones, and risk, issue, and dependency logs. Partner with technical leads and the Scrum Master on PI planning, Agile coaching, sprint commitments, and multi-sprint release sequencing; resolve impediments and communicate delivery tradeoffs.
• Business analysis and backlog management. Facilitate stakeholder workshops and translate business, operational, and policy needs into process maps, functional designs, Jira epics, stories, and acceptance criteria. Maintain traceability and obtain required government and Change Control Board approvals before committing scope.
• Functional design and technical coordination. Guide and contribute to low-code/no-code configuration of request forms, approval workflows, self-service capabilities, notifications, dashboards, and integrations. Partner with developers and architects to assess technical designs, estimates, data models, and platform impacts; resolve dependencies across configuration and custom development.
• Enhancements and process alignment. Lead approved improvements to EHRM Request workflows, Informatics Patient Safety and Health Services forms, and VistA/CPRS request processes and transitions. Ensure delivery addresses routing, usability, submission accuracy, data integrity, and alignment with the Tiered Hub Process.
• API and integration delivery. Coordinate API requirements, architecture reviews, service-account provisioning, access approvals, development, testing, and documentation. Align required tables and variables with downstream analytics and integration needs, including Power BI and Databricks dependencies.
• Reporting and data quality. Manage delivery of ServiceNow-native reports, dashboards, KPIs, and Performance Analytics enhancements. Partner with analytics leads to validate definitions, source data, filters, and role-based visibility; maintain reporting inventory and resolve discrepancies affecting operational or leadership reporting.
• Testing and release readiness. Coordinate QA, user acceptance testing, regression testing, defect triage, release documentation, and deployment readiness. Confirm acceptance evidence, required approvals, communication plans, and post-release validation before closing delivery commitments.
• Sustainment, readiness, and adoption. Coordinate maintenance, user and assignment-group updates, routing changes, and support requests. Track site readiness checklists, training, communications, and go-live support. Monitor post-deployment usage and field feedback to identify adoption barriers and prioritize improvements.
• Governance and executive communication. Coordinate VA OIT architecture, security, change, and deployment reviews. Translate policy requirements into documented platform controls, including role-based access and identity governance. Maintain decision records and technical documentation; brief government leaders on delivery, risks, and decisions needed.

• Education. Bachelor’s degree in Business Administration, Management, Computer Science, Information Systems, Engineering, Healthcare IT, Project Management, or a related discipline; equivalent education and experience may be considered where permitted by the applicable labor category, contract, and customer requirements.
• Experience. At least 5 years in enterprise IT delivery, technical project management, business analysis, or Agile team leadership, including at least 3 years supporting ServiceNow implementation, enhancement, or sustainment. Experience must include coordinating cross-functional delivery and leading requirements, backlog, or release activities.
• ServiceNow technical depth. Practical experience with ServiceNow functional solution design and configuration, request and incident lifecycles, workflow automation, self-service capabilities, data models, and access controls. Working knowledge of integrations and REST APIs; ability to evaluate technical designs, estimates, dependencies, and release risks with engineering teams.
• Delivery lifecycle. Demonstrated experience leading requirements definition, backlog refinement, development coordination, QA/UAT, deployment, stabilization, and ongoing support. Ability to manage competing enhancement and operational priorities while maintaining scope, quality, and accountability.
• Agile and project tools. Proficiency with Jira and Agile/Scrum delivery, including team coaching, story development, acceptance criteria, sprint reviews, and release planning. Experience using delivery and documentation tools such as Azure DevOps, ServiceNow Agile, Confluence, SharePoint, and Microsoft Office.
• Reporting literacy. Ability to translate business questions into reporting requirements and measurable KPIs, assess data quality and dashboard accuracy, and manage dependencies between ServiceNow-native reporting and external analytics teams.
• Regulated delivery and communication. Experience coordinating technology delivery in a regulated environment. Strong facilitation, problem-solving, written communication, and executive briefing skills; ability to explain technical issues and delivery tradeoffs to nontechnical stakeholders.
• Citizenship and access. U.S. citizenship and ability to obtain and maintain required VA suitability and system access, including Public Trust requirements.

• Direct experience supporting VA ServiceNow, EHRM, CPMO, or federal healthcare programs, including familiarity with VA OIT architecture, governance, change, and deployment processes.
• Experience delivering ServiceNow solutions across ITSM and related capabilities such as IRM/GRC, CSM, SPM, ITOM, and CMDB; familiarity with enterprise ERP, CRM, SaaS, and PaaS modernization.
• Experience with ServiceNow-native reporting and Performance Analytics, Power BI, data integrations, and operational measures such as backlog, aging, cycle time, service levels, and defect trends.
• Experience supporting the Tiered Hub Process, facility deployments, field engagement, end-user training, and distributed Agile teams.
• ServiceNow Certified System Administrator (CSA), PMI Agile Certified Practitioner (PMI-ACP), Professional Scrum Master I (PSM I), PMP, CAD, or relevant SAFe credentials. Certifications are preferred; none is required.
• Familiarity with generative AI, large language models, and agentic workflows for evaluating process improvement opportunities within approved governance and security requirements.
• Current VA access and experience navigating VA onboarding and access processes.