Project Manager - ServiceNow ETM Implementation

About this role

Benefits:

Health insurance

Vision insurance

401(k)

Dental insurance

Flexible schedule

We are seeking a Project Manager to join the team! The Project Manager leads the end-to-end delivery of an Enterprise Technology Management (ETM) solution for a municipal government client, implementing ServiceNow across IT Service Management, IT Asset & Portfolio Management, and Technology Intake & Project Governance. This role is the primary point of contact for the City's Project Owner and CIO and is responsible for scope, schedule, budget, risk, and contract compliance from kickoff through final acceptance and transition to ongoing support. This is a full-time, hybrid position based out of our Tysons, VA office with regular travel to the client site in Danville, VA.

Responsibilities Project Planning & Delivery

Develop and maintain the integrated project plan, schedule, and milestones covering implementation, configuration, data migration, integration, training, and go-live

Lead project kickoff, status meetings, steering committee briefings, and phase-gate reviews with City leadership

Manage scope, change requests, and work changes in line with contract terms

Coordinate the work of the ServiceNow Architect, module specialists, Data Migration/Test Lead, and Training Lead

Client & Stakeholder Management

Serve as the primary liaison to the City's Project Owner (CIO) and Purchasing Department

Communicate status, risks, issues, and decisions clearly and on a regular cadence

Coordinate with City staff and any other City contractors so schedules do not conflict

Risk, Quality & Compliance

Maintain the RAID log (risks, assumptions, issues, dependencies) and drive mitigation

Track contract deliverables, acceptance criteria, and invoicing milestones

Ensure delivery of Section 508 / WCAG 2.1 AA documentation, including the VPAT/ACR and accessibility roadmap, before final acceptance

Maintain the signed project personnel list and background certifications required by the contract

Transition & Closeout

Plan hypercare and transition to ongoing support

Lead final acceptance, lessons learned, and project closeout documentation

Deliverables

Project Management Plan, integrated schedule, and communications plan

Weekly status reports and steering committee materials

RAID log and change request log

Go-live readiness checklist and acceptance sign-off package

Project closeout report

Qualifications

Bachelor's Degree or higher

PMP certification required (Agile/Scrum certification a plus)

7+ years of IT project management experience, including 3+ years leading ServiceNow or comparable ITSM platform implementations

Experience delivering projects for state or local government clients

Working knowledge of ITIL 4 practices

Strong verbal and written communication skills, including executive-level briefings

Proficiency with Microsoft Office and project tools (MS Project, Smartsheet, or Jira)

Ability to travel to Danville, VA as required

Ability to pass a criminal background check required by the client contract

Salary: $110,000–$140,000

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Flexible work from home options available.