ServiceNow Project Manager / Product Owner

This is a permanent role expected to be onsite 3 to 5 days a week.

Primary Responsibilities:

·        Serve as the PM/PO, defining the vision, roadmap, and priorities for key ServiceNow capabilities.

·        Support delivery of ServiceNow enhancements and enterprise initiatives across IT Service Management (ITSM), Enterprise Architecture (EA), IT Asset Management (ITAM), Strategic Portfolio Management (SPM).

·        Lead stakeholder requirements sessions, workshops, and process mapping across the organization.

·        Recommend process improvements, workflow optimizations, automation, and user experience enhancements.

·        Support change management, including user communications, training materials, and stakeholder readiness.

·        Maintain platform documentation, including requirements, design artifacts, release notes, and test results.

·        Ensure platform enhancements comply with federal standards (Section 508, NIST, FedRAMP).

·        Facilitate Agile ceremonies including backlog grooming, sprint planning, stand-ups, demos, and retrospectives.

·        Develop user stories, acceptance criteria, functional specifications, process flows, and feature documentation.

·        Collaborate closely with architects and developers to ensure implementation aligns with business needs.

·        Partner with analytics teams to create dashboards, KPIs, and reporting to track performance and adoption.

Minimum Qualifications:

·        Ability to obtain and maintain a Public Trust Suitability clearance is required.

·        Bachelor's degree and a minimum of 7 years of relevant professional experience.

·        8+ years in IT project/product management, including 4+ years specializing in ServiceNow.

·        Experience leading cross-functional stakeholder sessions to elicit and analyze requirements.

·        Strong expertise in ServiceNow modules, including ITSM, ITOM, ITAM, SPM, CMDB/CSDM, and Service Portal.

·        Strong analytical and facilitation skills, with an ability to translate business needs into technical requirements.

·        Demonstrated experience managing Agile delivery teams and working with cross-functional stakeholders.

·        Extensive hands-on experience with the ServiceNow platform from a development perspective.

·        Experience delivering enterprise initiatives within government or large-scale organizations.

·        Must have strong communication and stakeholder engagement skills.

 

Desired Qualifications:

·        ServiceNow certifications such as: Certified System Administrator; Certified Implementation Specialist (e.g., ITSM, ITOM, ITAM, SPM).

·        PMP, SAFe PO/PM, Scrum Master, or similar Agile certification.

·        Experience with enterprise architecture, data modeling, and workflow automation.

·        Familiarity with federal IT governance, accessibility standards, and security frameworks.