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.