Sr. ServiceNow Project Manager/Product Owner

CGI•Baltimore, MD

1d•Hybrid

About The Position

CGI Federal is seeking an experienced ServiceNow Project Manager / Product Owner to help lead enterprise transformation initiatives within the ServiceNow Program Office. This role is responsible for managing product roadmaps, supporting Agile delivery teams, and ensuring high-quality implementation of ServiceNow capabilities across multiple business areas. The ideal candidate brings strong experience in ServiceNow Program Office support, requirements definition, enterprise workflow design, and cross-functional coordination in a federal environment. This position is located in our Baltimore, MD office; however, a hybrid working model is acceptable.

Requirements

Candidates must have ability to obtain and maintain a Public Trust clearance.
Bachelor's degree and a minimum of 7 years of relevant professional experience.
8+ years of experience in IT project or product management, with over all 8+ years of experience and 4+ years focused on ServiceNow.
Strong understanding of ServiceNow modules including ITSM, ITOM, ITAM, SPM, CMDB/CSDM, and Service Portal.
Demonstrated experience managing Agile delivery teams and working with cross-functional stakeholders.
Strong analytical, facilitation, and communication skills with the ability to translate business needs into actionable technical requirements.
Experience delivering enterprise initiatives within government or large-scale organizations.

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 Project Manager / Product Owner, defining vision, roadmap, and priorities for key ServiceNow capabilities.
Support planning and delivery of ServiceNow enhancements and enterprise initiatives across areas such as IT Service Management (ITSM), Enterprise Architect (EA), IT Asset Management (ITAM), Strategic Portfolio Management (SPM).
Facilitate Agile ceremonies including backlog grooming, sprint planning, stand-ups, demos, and retrospectives.
Conduct requirements sessions, interviews, workshops, and process mapping with stakeholders across the organization.
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.
Recommend process improvements, workflow optimizations, automation opportunities, and user experience enhancements.
Support change management activities including communications, training materials, knowledge articles, and stakeholder readiness.
Partner with analytics teams to create dashboards, KPIs, and reporting to track performance and adoption.
Maintain clear documentation including requirements, design artifacts, release notes, training guides, and testing results.
Ensure all platform enhancements comply with federal security, accessibility, and data governance requirements (e.g., Section 508, NIST, FedRAMP).