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ServiceNow Program Manager
2 weeks ago
We are seeking a highly experienced ServiceNow Program Manager to lead enterprise-level digital transformation initiatives within a dynamic federal IT environment. This role demands deep, hands-on expertise across the ServiceNow platform, including ITSM, ITOM, ITAM, Security Operations, SPM, IRM, HRSD, and the App Engine ecosystem. The successful candidate will drive cross-functional collaboration, agile delivery, stakeholder engagement, platform governance, and ServiceNow capability adoption across the enterprise.
Key Responsibilities
- Lead and mentor an Agile team in delivering complex ServiceNow capabilities using Scrum methodologies (Sprint Planning, Stand-ups, Demos, Retrospectives).
- Translate business needs into actionable user stories and manage the product backlog using Agile tools and ServiceNow Agile Development modules.
- Coordinate with stakeholders, COR, and SMEs to gather requirements, define priorities, mitigate risks, and present reports on velocity, KPIs, risks, and blockers.
- Guide design sessions, usability testing, persona mapping, and roadmapping using modern tools such as Figma, Visual Studio Code, and Adobe.
- Lead solutioning and design workshops across platform areas: ITSM (Incident, Change, Problem, Request, Knowledge, Catalog), ITOM (Discovery, Service Mapping), and ITAM (SAM, SaaS, Contracts).
- Oversee implementation of ServiceNow platform components including Automation Engine (Flow Designer, ATF, AWA), Intelligence (AI Search, NLP, Performance Analytics), and Productivity tools (Workspaces, Dashboards).
- Manage O&M task queues, platform upgrades, triage efforts, and sprint backlogs across integrated modules.
- Serve as a liaison with governance, privacy, cybersecurity, and operations teams to ensure risk mitigation and compliance with federal and agency-specific policies.
- Provide detailed reporting on license utilization, service levels, project delivery metrics, performance analytics, and strategic objectives.
- Promote innovation and continuous improvement via Universal Request, Virtual Agent, Playbooks, Surveys & Assessments, Walk-up Experience, and Mobile Agent.
- Deliver user-focused SOPs, training, and UAT artifacts using Test Management 2.0, integrating ServiceNow's Studio IDE, App Engine Studio, and App Templates where needed.
- Must be a U.S. Citizen or U.S. Permanent Resident (Green Card holder).
- Bachelor's Degree in IT, Computer Science, or a related field
- 16+ years of total professional experience, with 8+ years managing Agile ServiceNow implementations
- Must be able to obtain and maintain clearance.
- Hands-on experience managing enterprise ServiceNow implementations across:
- IT Service Management (ITSM/DevOps) - Incident, Problem, Change, Request, Knowledge, Catalog, Mobile Agent, Universal Request, Virtual Agent, Survey Management, Walk-up Experience
- IT Operations Management (ITOM) - Discovery, Agent Client Collector (ACC), Service Mapping, Event Management, Certificate Management, Firewall Audits
- IT Asset Management (ITAM) - Software Asset Management (SAM), SaaS License Management, Software Spend Detection, Contract Management
- Security Operations - Security Incident Response, Vulnerability Response
- Strategic Portfolio Management (SPM) - Scaled Agile Framework (SAFe), Project and Portfolio Management, Resource Management, Time Card Management
- Integrated Risk Management (IRM) - Policy and Compliance, Risk Management, Audit Management, Privacy Management
- HR Service Delivery (HRSD) - Enterprise Onboarding & Transitions
- Workplace Service Delivery - Health & Safety Workplace Suite
- App Engine - App Engine Studio (AES), App Engine Management Center (AEMC), Action Designer, Table Builder, Service Creator, Guided App Creator, Mobile App Builder, Studio IDE
- Automation Engine - Integration Hub, Spokes, REST API Trigger, Document Intelligence, Remote Tables
- Automation & DevOps - Flow Designer, AWA, ATF, Admin Center, CI/CD Pipelines, Embedded Integrations
- Productivity & Intelligence - Performance Analytics, Reports & Dashboards, NLP, Predictive Intelligence, Workspaces
- Consistency & Scalability - Configuration Management Database (CMDB), Common Service Data Model (CSDM)
- PMI Project Management Professional (PMP)
- ServiceNow Certified System Administrator
- Certified ServiceNow Implementer
- Experience supporting CFPB
- CFPB Public trust or a Public Trust from another Federal agency.
- ServiceNow Implementation Specialist Certification (any area)
- Experience supporting federal agency platforms
- Strong facilitation, analytical thinking, and technical writing skills
- Proficiency in HTML, CSS, JavaScript, Figma, Adobe Creative Suite
This role is ideal for a forward-thinking, detail-oriented ServiceNow Program Manager who can drive enterprise-scale delivery while leveraging the full capabilities of the ServiceNow platform to transform service delivery, governance, and user experience.
