ServiceNow Digital Services Consultant (PSDS & FedRAMP)

FedTec is seeking ServiceNow Digital Services Consultant (PSDS & FedRAMP)

Location: Hybrid/Sacramento, CA

The scope of this project encompasses the following tasks:

Deliverable Area 1: Plan for Successful Project

1.1 Project Kickoff Presentation: Kickoff with key project stakeholders to inform involved parties in the scope and objectives of the project, as well as roles, responsibilities, planned meetings, and milestones.

1.2 Approved Roadmap / Milestone Plan: Vendor will provide a planned sequence of functionality in the Complaint Case Management System MVP Release 1.0 (and represented in the backlog) as well as confirmed dates for user acceptance testing, training, and go-live.

1.3 Project plan: Documentation to detail the project steps, including requirement gathering, training, data migration, and deployment.

Deliverable Area 2: Design, Test, and Configure Solution

2.1 Product Backlog: Approved list of project requirements in Client provided repository, e.g., JIRA, Asana, or MS SharePoint. Details of requirements and priorities in the backlog will be adapted throughout the project as part of Agile delivery best practices, but with full transparency and mutual concurrence between Vendors

2.2 Release Notes Prior to UAT: After system configuration and internal testing, the MVP Release 1.0 capabilities will be deployed to a test environment and ready for User Acceptance Testing (UAT).

Deliverable Area 3: Deploy Solution and Facilitate Go Live with Users

3.1 User Training Materials – Final training materials developed for Complaint Case Management System users and technical stakeholders will be available in ServiceNow application and

uploaded to document repository (e.g. MS SharePoint) if required.

3.2 Data Migration Final Report: We will provide a detailed report to stakeholders which documents the successful completion of data migration.

3.3 Pre-Launch Readiness Report: Report detailing the final UAT results, the status of training sessions completed to date, and overall readiness for production deployment, including any

identified risks, issues, and their mitigations.

3.4 Release 1.0 Conclusion Report: Report summarizing the results of the MVP Release 1.0 development, testing results (functional, integration, and performance), and planned activities

for User Acceptance testing following deployment.

Deliverable Area 4: Correct System Defects & Knowledge Transfer

4.1 and 4.2 Monthly Status Reports: Report on maintenance activities and conduct thorough testing to detect system defects by logging categorizing, and prioritizing defects based on

severity. We will implement necessary fixes and perform regression testing to confirm resolutions.

4.3 Knowledge Transfer Report: Report and links to relevant system documentation provided to IT team after knowledge transfer session and Q&A. On an ongoing basis through the end of the contract all work products and deliverables(project status reports, business process, triage incident reports with resolution, meeting minutes, test cases, test outcomes) details must be discussed with the contract manager to ensure that all the information is documented and placed in a file share. The contract manager will schedule knowledge transfer sessions at regular intervals to ensure that all the work production details have been documented, and the knowledge has been transferred to the state personnel.

Deliverable Area 5: FedRAMP Migration Support

5.1 FedRAMP Migration Plan: Documentation to detail the steps required to migrate the existing environment, including: Identifying inbound and outbound connections to

ServiceNow, Current Customizations to ServiceNow, priority order of moving applications, key stakeholders, and validation plan for post migration.

5.2 FedRAMP Migration Completion Report: We will provide a detailed report to stakeholders which documents the successful completion of FedRAMP migration based on the plan from Deliverable 5.1.

(Minimum Qualification)

1. 1. ServiceNow Public Sector Digital Services (PSDS) Implementation Experience (enterprise scale deployments of PSDS and total number of certified PSDS practitioners)

2. Experience implementing secure and scalable PHI-sensitive applications.

3. Experience implementing customer support case management solutions on ServiceNow Platform using PSDS

4. Experience leading migration of existing ServiceNow instance from ServiceNow Commercial Cloud to the FedRAMP Government Community Cloud (GCC)

5. Experience integrating ServiceNow with other enterprise systems (e.g., HRMS, SoftPhone, Customer Portals, etc.)

6. Experience leading migration of legacy system data onto ServiceNow platform

Desired Qualifications

1. Experience working and integrating with Archer GRC Tools

2. Experience implementing GenAI capabilities on ServiceNow Platform to drive customer support efficiencies

About FedTec: FedTec is a Woman-Owned Small Business headquartered in Reston, VA, with additional locations in over 40 states. We are a dedicated team of visionary individuals committed to innovative technology and forward-focused methods. Our mission is to modernize and redefine the future of public sector agencies and the people they serve, through innovative technology-powered solutions and exceptional operational support. We provide world-class digital consulting, infrastructure, and cyber security services. As an Equal Opportunity Employer, we consider all qualified applicants without regard to disability, protected veteran status, or any other status protected by law. We are committed to a fair and inclusive workplace where advancement is based on merit, skills, and contributions. When you join FedTec, you become part of a family. We prioritize your safety, health, and happiness through our FedTec Total Well-Being program, which includes:

• Health & Wellness: Medical, dental, and vision plans with Telehealth virtual care and resources for physical and mental well-being.
• Time to Recharge: Generous paid time off to relax and rejuvenate.
• Financial Security: 401(k), company-paid short- and long-term disability, life insurance, and additional voluntary coverage.
• Life & Family Support: Employee Assistance Program (EAP), Pet Insurance, and Prepaid Legal services.
• Recognition & Growth: The FedTec Applause program rewards outstanding contributions, while our Learning & Development programs support your career growth.
• Fitness & Wellness: The FedTec Fit Program includes an on-staff Fitness Coach, personal and group training sessions, company fitness challenges, and ongoing wellness support.

Visit https://fedtec.com/ to learn more about who we are and where you can make an impact