Primary ServiceNow Consultant

Job Description:
Place of Performance:
Remote/virtual support acceptable; Staff must provide availability during SPS business hours, 8:00 a.m. - 5:00 p.m. PT, and participate in at least 6 hours/week of live working sessions.

Position Summary :The Primary ServiceNow Consultant serves as the principal point of contact between Client and End Client. This individual leads governance cadence, manages the intake and backlog prioritization process, facilitates biweekly and monthly stakeholder sessions, and ensures that all ServiceNow work is aligned to SPS priorities, public-sector accountability standards, and the agreed annual level of effort. This is a long-term partnership role - not a project-only engagement - and requires consistent, reliable availability throughout the contract term.

Key Responsibilities Duties & Deliverables:
Serve as primary day-to-day liaison between Client and SPS stakeholders
Lead structured intake triage within two business days of each request submission
Facilitate biweekly backlog review sessions with SPS Department of Technology Services
Produce monthly platform health reports covering SLA trends, backlog status, and CMDB metrics
Facilitate quarterly governance reviews to assess customization safety and upgrade readiness
Coordinate impact analysis and risk evaluation for proposed enhancements
Maintain alignment with SPS change advisory and release management processes
Track and report on KPIs defined collaboratively with SPS leadership
Support roadmap planning and annual priority-setting discussions
Document all governance decisions and maintain engagement artifacts
Participate in live working sessions - minimum 6 hours per week - during SPS business hours (8 AM 5 PM PT)
Coordinate across Developer/Administrator and Advisory Architect team members to ensure cohesive delivery

Required Qualifications:
Minimum 5 years of ServiceNow platform experience in a consulting or governance role
ITIL v3 or v4 Foundation certification (required)
ServiceNow Certified System Administrator (CSA) - required
Demonstrated experience supporting ITSM process maturity, service catalog governance, and backlog management
Prior experience supporting public-sector, SLED, or K-12 education clients
Strong facilitation and stakeholder communication skills across technical and non-technical audiences
Familiarity with ServiceNow SDLC practices including change management, release coordination, and documentation
Ability to work consistently within SPS business hours (8 AM 5 PM PT)
U.S.-based

Preferred Qualifications:
ServiceNow Certified Implementation Specialist (CIS) - ITSM or equivalent
Experience with CMDB governance, CSDM alignment, or Performance Analytics reporting
Prior engagement with K-12 school districts or state/local government agencies
Familiarity with SPM Pro, SAM Pro, or FSM modules
Experience working under defined annual hours/managed capacity models

Required/Preferred Certifications
ITIL v3 or v4 Foundation - Required
ServiceNow CSA - Required
ServiceNow CIS-ITSM - Preferred
ServiceNow CIS-Discovery/CMDB - Preferred

Ashok Kumar
Sr. Talent Acquisition Specialist
Email:
Web: ;br /> 4229 Lafayette Center Dr, Suite 1880, Chantilly, VA 20151