ServiceNow Project Manager / Product Owner
About The Position
This is a permanent role expected to be onsite 3 to 5 days a week. The primary responsibilities include serving as the PM/PO, defining the vision, roadmap, and priorities for key ServiceNow capabilities. The role supports the delivery of ServiceNow enhancements and enterprise initiatives across IT Service Management (ITSM), Enterprise Architecture (EA), IT Asset Management (ITAM), and Strategic Portfolio Management (SPM). Key activities involve leading stakeholder requirements sessions, recommending process improvements, supporting change management, maintaining platform documentation, ensuring compliance with federal standards, facilitating Agile ceremonies, developing user stories and specifications, collaborating with architects and developers, and partnering with analytics teams for reporting.
Requirements
- Ability to obtain and maintain an SSA 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.
Nice To Haves
- 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.
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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
