ServiceNow Technical Lead | Phoenix AZ (Remote, PT/MT only) | Arizona State Agency | Contract-to-Hire

Role overview A state government team is building a centralized citizen-services portal on the ServiceNow platform and needs a hands-on technical lead to own the implementation end-to-end. This is a remote role restricted to candidates in the Pacific or Mountain time zones, structured as a one-year contract-to-hire with the potential for full-time conversion.

Responsibilities - Act as the primary technical owner of the ServiceNow implementation, ensuring quality, performance, and scalability across the platform. - Manage the technical backlog in JIRA, balancing enhancements, bug fixes, maintenance, and modernization work. - Review and validate solution architecture, workflows, and technical decisions produced by an external implementation vendor. - Provide hands-on configuration and development support to troubleshoot issues and confirm correct platform behavior. - Translate business priorities into well-defined technical stories, acceptance criteria, and execution plans. - Lead platform upgrade planning, release cycles, and modernization initiatives while upholding accessibility, security, and state technology standards.

Requirements - At least five years of ServiceNow experience in a technical role such as developer, architect, or technical lead, not solely as an end-user of ticketing. - Strong command of ServiceNow architecture, configuration, workflows, scripting, and platform best practices. - Demonstrated ability to convert business requirements into technical stories and execution plans, evidenced on the resume. - Experience overseeing vendor development teams or external technical partners. - Clear communication with both technical and non-technical audiences. - Must reside in a Pacific or Mountain time zone, be eligible for full-time conversion without visa sponsorship, and have city and state listed on the resume.

Nice to have - Familiarity with ServiceNow Public Sector Digital Services (PSDS), including case management and constituent engagement workflows. - Hands-on experience with Notifications, Catalog Items, Flow Designer, and Integration Hub. - Understanding of SSO, OIDC, and SAML identity patterns, plus REST and JSON API fundamentals. - Background in government, public sector, or other regulated environments. - Agile or iterative delivery experience.