COMPANY OVERVIEW
Lalaith Astor Technical Consulting House (LATCH) provides technical consulting services to the US Federal Government. We provide dependable high-quality solutions as well as innovative architecture, engineering, and functional designs. Our core values enable us to bring unique viewpoints as we approach our work such as understanding and adopting the customer’s mission, delivering technical solutions that are aligned to customer goals, objectives, and budgets, empowering customers through systems engineering and technical assistance (SETA) services, and producing high quality, value-driven work products.
At LATCH, you’ll work with customers and a leadership team that empowers our people to think audaciously, welcomes differences, and encourages pride in our work, while exposing and solving emerging challenges to meet impactful commitments.
This position is contingent upon contract award.
Engage with LATCH on LinkedIn.
MISSION AND VALUES
- Foster a company culture that focuses on trust, equitability, service, and collaboration.
- Establish a leadership team that embodies these ideals.
- Empower our people to act with integrity, authenticity, and authority to lift up the people in our organization, the partners with whom we work, and the customers that we serve.
- Serve our customers by understanding and adopting their mission; providing them with solutions that are aligned to their goals, objectives, and budgets; and delivering high quality, value-driven work products.
- Execute solutions that create and drive innovations by using emerging technologies, next generation concepts, and advanced tool sets in new and exciting ways.
JOB SUMMARY
The Program Manager will lead the delivery and continuous improvement of the USPTO ServiceNow Service Management Platform (SMP) support services. This role is responsible for overseeing Agile program execution, managing platform operations and enhancements, and ensuring alignment with USPTO’s strategic goals and ServiceNow best practices. The Program Manager will collaborate closely with federal stakeholders, product owners, technical teams, and governance boards to drive operational excellence, platform stability, and innovation. This position requires proven leadership in managing complex IT programs in a federal environment, with deep expertise in ServiceNow platforms and IT service delivery.
RESPONSIBILITIES AND DUTIES
Job responsibilities and duties will include, but are not limited to, the following:
- Provide program management for the ServiceNow Service Management Platform (SMP) support contract, ensuring delivery of all contract objectives and deliverables.
- Lead cross-functional ServiceNow teams in requirements gathering, architecture, configuration, testing, deployment, and maintenance efforts across ITSM, ITOM, SecOps, and Platform capabilities.
- Manage Agile delivery cycles, prioritize product backlogs in coordination with USPTO Product Owners, and oversee sprint planning, execution, and reporting.
- Support the development and implementation of ServiceNow platform governance, technical standards, policies, and procedures for stability, scalability, and security.
- Ensure compliance with USPTO and federal security, privacy, and technical standards, including maintaining Authority to Operate (ATO) renewals.
- Coordinate with USPTO stakeholders to assess business needs, propose innovative solutions, and drive ServiceNow platform enhancements aligned with ServiceNow best practices.
- Oversee platform administration, O&M activities, patching, upgrades, regression testing, security incident reporting, and defect resolution.
- Manage integration activities between ServiceNow and enterprise tools, cloud services, collaboration systems, and cybersecurity platforms.
- Supervise creation of technical documentation, operational support plans, training materials, and system architecture diagrams for government approval.
- Lead continuous service improvement initiatives, ensuring stakeholder feedback is incorporated into service enhancements and training programs.
REQUIRED EXPERIENCE, QUALIFICATIONS, AND SKILLS
- Bachelor’s degree in a technical or business discipline and 6+ years of Program Management experience, or 10+ Years of Program Management experience
- At least 5 years supporting ServiceNow implementations in the Federal Government.
- 5+ Years of demonstrated experience managing Federal Information technology programs, leading teams of at least 20 staff.
- ITIL Certification or minimum of 5 years working within an IT Operations environment.
- Demonstrated expertise in Agile delivery methodologies, including backlog management, sprint planning, and facilitating Agile ceremonies.
- Proven ability to lead ServiceNow platform support including ITSM Pro, ITOM Visibility, SecOps, Platform upgrades, integrations, and administration.
- Deep understanding of ServiceNow architecture, configuration best practices, technical governance, and CMDB management.
- Knowledge of Federal cybersecurity, privacy, and compliance requirements, including experience supporting Authority to Operate (ATO) processes.
- Strong written and verbal communication skills, including experience producing technical documentation, operational support plans, and training materials for government approval.
DESIRED QUALIFICATIONS AND SKILLS
It is desirable that the candidate has the following qualifications:
- PMP (Project Management Professional) Certification.
- ServiceNow Certified System Administrator (CSA) or ServiceNow Implementation Specialist certification.
- Experience leading ServiceNow platform modernization initiatives, including CMDB and ITOM Discovery deployments.
- Knowledge of ServiceNow Common Services Data Model (CSDM) framework and best practices.
- Familiarity with ServiceNow Agile Development, DevOps Change Management, and Platform Analytics modules.
- Experience supporting technical governance frameworks for ServiceNow platforms, including configuration management, integration standards, and release management processes.
- Experience managing ServiceNow integrations with enterprise systems such as AWS, Azure, Okta, SIEM platforms (e.g., QRadar), and vulnerability management tools (e.g., Tenable).
- Demonstrated ability to drive continuous service improvement (CSI) initiatives across ServiceNow service portfolios.
- Familiarity with ServiceNow Virtual Agent, Predictive Intelligence, and AI-driven automation capabilities.
- Experience managing ServiceNow Service Portal customization and citizen development initiatives.
- Experience managing cross-organizational stakeholder collaboration in highly regulated Federal environments.
EDUCATION
- Bachelor’s degree in a technical or business discipline, or equivalent experience in project and program management.
SALARY RANGE
$194,579 – $214,226 a year
BENEFITS
LATCH’s benefits program offers a comprehensive range of choices which include:
- 401(k) with matching
- Health, dental, and vision insurance
- Paid time off
- Parental leave
- Professional development assistance
- Referral program
EEO STATEMENT
LATCH is an Equal Opportunity Employer.
All qualified applicants will receive consideration for employment without regard to race, creed, religion, gender, gender identity, sexual orientation, color, national origin, ancestry, familial status, military status, age, disability, marital status, or status with regard to public assistance.