VA PARS, ServiceNow PA Lead

Custom Software Systems, Inc.

. Lead VA PARS operations and maintenance with the VA Product Owner and Agile scrum team, including enhancements, defect fixes, vulnerability remediation, and releases .

Posted 11/10/2026contractUnited StatesSenior💰 $175,000 - $195,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in managing application operations and tiered help desk services, ensuring adherence to service-level targets. Proficient in ServiceNow Performance Analytics, ITIL/ITSM processes, and effective communication with senior government stakeholders.

Highest-signal resume keywords

ServiceNow Performance AnalyticsITIL/ITSM ProcessesSQL/T-SQLAgile Delivery with JiraHelp Desk Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ServiceNow Performance AnalyticsSQL/T-SQLAgile DeliveryApplication Operations ManagementData AnalysisPerformance MonitoringHelp Desk SupportDiagnostic AssessmentsPredictive Analytic AssessmentsService Level Management

Soft Skills

Clear CommunicationMentoringCoaching

Tools & Technologies

ServiceNowPower BIJiraSQL ServerOpenShiftKubernetes.NET/C#React

Certifications & Qualifications

ServiceNow CSAServiceNow CISServiceNow Performance AnalyticsITIL 4 Certification

Industry Keywords

VA PARSFISMANISTFederal IT PortfolioInvestment ReportingTier 1–2 SupportSeverity-Based Response TimesSection 508 Compliance

Tech Stack

Tools & technologies

ITSMKubernetesOpenShiftReactServiceNowSQL.NET

About the role

Key responsibilities & impact

Lead VA PARS operations and maintenance with the VA Product Owner and Agile scrum team, including enhancements, defect fixes, vulnerability remediation, and releases
Join scrum ceremonies and help prioritize the backlog
Run the VA PARS help desk, covering Tier 1–2 support and coordinating Tier 3 escalation
Meet severity-based response times, including a 15-minute response and escalation within 1 hour for Critical issues
Route tickets within 2 business hours
Hold 15-minute triage meetings three times a week with the Product Owner
Maintain the help desk dashboard and application performance monitoring
Deliver approximately 3 diagnostic or predictive analytic assessments and 3 ITSM improvement analyses per month
Oversee approximately 25 routine product data analyses per month, each with peer review
Lead ServiceNow Performance Analytics work, including consolidating duplicate indicators and dashboards and optimizing data collection jobs
Deliver in-platform products for Performance Analytics, Service Level Management, and Continual Improvement Management
Ensure dashboards and documents meet Section 508 requirements and work follows FISMA, NIST, and VA security controls
Coach three senior analysts
Report service-level performance, metrics, and risks to program leadership and VA stakeholders

Requirements

What you’ll need

US Citizenship
12+ years in IT
Minimum experience managing application operations and a tiered help desk to service-level targets
Hands-on ServiceNow Performance Analytics (indicators, breakdowns, data collection jobs, dashboards)
ITIL/ITSM processes and metrics
SQL/T-SQL
Agile delivery with Jira or ServiceNow
Experience leading or mentoring analysts
Clear written and verbal communication with senior government stakeholders
Bachelor’s degree (no substitution)
Direct VA PARS experience strongly preferred
VA OIT experience preferred
Federal IT portfolio or investment reporting (VIP, CPIC) preferred
ServiceNow (CSA, CIS or Performance Analytics) or ITIL 4 certification preferred
Power BI preferred
Familiarity with the VA PARS technology stack: .NET/C#, React, SQL Server, OpenShift/Kubernetes
Experience with ServiceNow Performance Analytics, Service Level Management, Continual Improvement Management, ticketing, Jira, Power BI, SQL Server, and application performance monitoring tools

Benefits

Comp & perks

Health insurance plans
Health Savings Account (HSA)
Dental
Vision
Long-term disability
Short-term disability
Basic term life insurance
Supplemental term life insurance for employees, spouses, and dependents
Simple IRA
Parking/Commuting expense reimbursement
Training/Education