ServiceNow Program Manager

ServiceNow Program Manager

About the Role

We seek a seasoned ServiceNow Program Manager to lead digital transformation initiatives within a dynamic federal IT environment.

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.

Requirements

• 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).

Required Certifications

• PMI Project Management Professional (PMP).
• ServiceNow Certified System Administrator.
• Certified ServiceNow Implementer.

Preferred Qualifications

• 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.