ServiceNow Workflow Manager
About The Position
GovCIO is hiring a ServiceNow Workflow Manager to support modernization efforts. This fully onsite position is located at Joint Base Langley-Eustis in Hampton, Virginia. The manager will lead ServiceNow development, implementation, and support teams, combining deep technical expertise with people management to deliver ServiceNow solutions across the organization. The role provides technical direction and architectural guidance for implementations across multiple modules, leads complex projects, and oversees CMDB strategy and data governance. It also manages and develops a team, ensures operational service quality, guides strategic planning and platform roadmaps, and helps business stakeholders define requirements and solution approaches.
Requirements
- High school education with 9 or more years of experience, or commensurate experience.
- Active TS/SCI clearance.
- DOD 8140 IAT II certification, such as Security+ CE, CCNA-Security, CySA+, or CND.
- Experience with ServiceNow and knowledge of its core modules.
- Knowledge of ITSM modules, including Incident, Problem, Change, and Service Catalog.
- Knowledge of CMDB concepts, including CI relationships and data integrity.
- Knowledge of Performance Analytics and Reporting, including critical metrics, dashboards, and business intelligence.
- Knowledge of Customer Service Management (CSM), Security Incident Response (SIR), and ServiceNow App Engine and platform capabilities.
- Expertise in CMDB design, implementation, ongoing governance, CI identification and classification, relationship mapping, data quality management, health scoring, discovery tool integration, automated population, analytics, reporting, and ITIL configuration management compliance.
- Proficiency in ServiceNow Performance Analytics implementation and configuration; dashboard creation and data visualization guidelines; benchmark development and metrics strategy; advanced reporting using Report Builder and scheduled reporting; data analysis and trend identification; and integration with external BI tools and data warehouses.
- Proficiency in JavaScript, Glide APIs, ServiceNow scripting, Flow Designer, Workflow, REST/SOAP web services and integrations, HTML, CSS, UI customization, database concepts, and ServiceNow data modeling.
- Deep understanding of the Secure Development Life Cycle (SDLC).
Nice To Haves
- ServiceNow Certified System Administrator (CSA) certification.
- ITIL Foundations certification.
- Experience with DOD networks, including NIPR, SIPR, and JWICS.
Responsibilities
- Provide technical direction and architectural guidance for ServiceNow implementations across multiple modules.
- Lead complex ServiceNow projects, including upgrades, integrations, and custom application development.
- Oversee CMDB strategy, data governance, and accuracy initiatives to maintain reliable IT asset visibility.
- Ensure adherence to ServiceNow best practices, coding standards, and governance frameworks.
- Review and approve technical designs, workflows, and customizations.
- Stay current with ServiceNow platform updates, new features, and emerging capabilities.
- Manage, mentor, and develop ServiceNow administrators, developers, and analysts.
- Conduct performance reviews, set goals, and create individual development plans.
- Foster a collaborative and innovative team culture focused on continuous learning.
- Coach and provide technical guidance to team members at various skill levels.
- Manage resource allocation and workload distribution across the team.
- Ensure SLA compliance and maintain high service quality standards.
- Lead incident response and problem resolution for platform issues.
- Manage vendor relationships and coordinate with ServiceNow support as needed.
- Develop and maintain team documentation, procedures, and a knowledge base.
- Lead ServiceNow roadmap planning and technology strategy.
- Develop and maintain analytics frameworks to measure team performance and platform effectiveness.
- Create executive-level dashboards and reports demonstrating business value and ROI.
- Identify process improvement and automation opportunities using data-driven insights.
- Support business stakeholders in defining requirements and solution approaches.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
