Senior Technical Specialist - STS 25-24200

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Job Title: Senior Technical Specialist ServiceNow

Location: Sacramento, CA (Onsite)

Duration: 12 Months

Job Overview:

A public sector organization is seeking an experienced Senior Technical Specialist to lead the implementation of a Complaint Case Management System built on ServiceNow. This role will be pivotal in planning, designing, configuring, deploying, and supporting a scalable, secure, and FedRAMP-compliant solution, while facilitating knowledge transfer and supporting organizational readiness. The ideal candidate will have prior experience leading enterprise ServiceNow implementations, managing data migrations, and supporting public-sector governance requirements.

Key Responsibilities:

< data-start="980" data-end="1018">Project Planning & Initiation - Lead project kickoff meetings to define scope, roles, timelines, and deliverables. - Develop and maintain a comprehensive project roadmap, milestone plan, and detailed project plan covering requirements gathering, training, data migration, and deployment. < data-start="1278" data-end="1318">Design, Configuration & Testing - Build and manage a dynamic product backlog in tools like Jira, Asana, or SharePoint. - Lead requirements management and Agile delivery in collaboration with stakeholders. - Deliver tested configuration ready for User Acceptance Testing (UAT) with clear release notes. < data-start="1590" data-end="1627">Deployment & Go-Live Support - Develop and deliver user training materials and documentation for both end users and technical teams. - Oversee final data migration and document successful outcomes. - Prepare and present pre-launch readiness assessments, risk mitigations, and deployment plans. - Deliver a comprehensive release report capturing MVP 1.0 results, testing summaries, and next steps. < data-start="1997" data-end="2044">Defect Management & Knowledge Transfer - Identify, track, and resolve system defects; manage defect prioritization and regression testing. - Provide ongoing support documentation including meeting notes, test results, and business processes. - Facilitate knowledge transfer sessions with internal IT teams and produce a final knowledge transfer report. < data-start="2360" data-end="2394">FedRAMP Migration Support - Create a detailed FedRAMP migration plan identifying key connections, customizations, applications, and validation steps. - Deliver a final report confirming successful FedRAMP migration execution and system validation.

Required Qualifications:

• Demonstrated experience implementing ServiceNow Public Sector Digital Services (PSDS) at an enterprise scale
• Proven ability to design and implement secure and scalable applications handling PHI-sensitive data
• Expertise in deploying customer support case management solutions on ServiceNow
• Experience leading FedRAMP GCC migrations for ServiceNow environments
• Strong knowledge of ServiceNow integrations with enterprise systems (HRMS, softphones, portals, etc.)
• Hands-on experience migrating data from legacy systems to ServiceNow

Preferred Qualifications:

• Experience integrating with Archer GRC tools
• Knowledge of implementing generative AI (GenAI) within ServiceNow for customer support enhancement

Skills & Competencies:

• Strong Agile project delivery mindset with experience in backlog management
• Excellent written and verbal communication skills for engaging stakeholders
• Proven ability to lead cross-functional teams and mentor internal staff
• Proficiency in documenting technical artifacts, training materials, and project deliverables
• High attention to detail and ability to manage compliance-driven projects