ServiceNow Workflow Manager (Top Secret)

Seamless Migration•Hampton, VA

1d•Hybrid

About The Position

Seamless Migration is seeking a career- and customer-oriented ServiceNow Workflow Manager to join our team. This role involves leading ServiceNow development, implementation, and support teams across the organization, providing technical direction and architectural guidance for ServiceNow implementations across multiple modules. The manager will lead complex ServiceNow projects, including platform upgrades, integrations, and custom application development, and oversee CMDB strategy, data governance, and accuracy initiatives. They will ensure adherence to ServiceNow best practices, coding standards, and governance frameworks, and review/approve technical designs, workflows, and customizations. The role also includes staying current with ServiceNow platform updates, managing, mentoring, and developing a team of ServiceNow administrators, developers, and analysts, fostering a collaborative culture, and providing coaching and technical guidance. Resource allocation, workload distribution, SLA compliance, incident response, and vendor management are also key responsibilities. The manager will lead ServiceNow roadmap planning, technology strategy, and develop analytics frameworks to measure team performance and platform effectiveness, creating executive-level dashboards and reports. Identifying opportunities for process improvement and automation using data-driven insights and supporting business stakeholders in defining requirements and solution approaches are also part of the role.

Requirements

Top Secret (existing clearance required to start)
6+ years of IT experience, including at least 2 years of ServiceNow experience.
DoD 8140 IAT II certification (Security+ CE, CCNA Security, CySA+, CND, or equivalent).
Experience with ServiceNow platform development and administration, including ITSM, CMDB, Performance Analytics, Customer Service Management (CSM), Security Incident Response (SIR), and App Engine.
Experience designing, implementing, and maintaining CMDB, including governance, CI relationships, data quality, discovery integrations, and IT asset visibility.
Experience developing dashboards, reports, metrics, and analytics using ServiceNow Performance Analytics and reporting tools.
Proficiency with JavaScript, Glide APIs, ServiceNow scripting, Flow Designer, REST/SOAP integrations, HTML, CSS, ServiceNow data modeling, and Secure Development Life Cycle (SDLC).

Nice To Haves

ServiceNow Certified System Administrator (CSA).
ITIL Foundations certification.
Experience with DoD Networks (NIPR, SIPR, and JWICS).

Responsibilities

Lead ServiceNow development, implementation, and support teams across the organization.
Provide technical direction and architectural guidance for ServiceNow implementations across multiple modules.
Lead complex ServiceNow projects, including platform upgrades, integrations, and custom application development.
Oversee CMDB strategy, data governance, and accuracy initiatives to ensure 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 a team of ServiceNow administrators, developers, and analysts.
Conduct performance reviews, establish goals, and create individual development plans.
Foster a collaborative and innovative team culture focused on continuous learning.
Provide coaching and 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 when needed.
Develop and maintain team documentation, procedures, and 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 to demonstrate business value and ROI.
Identify opportunities for process improvement and automation using data-driven insights.
Support business stakeholders in defining requirements and solution approaches.