ServiceNow Project Manager / Product Owner

Key Responsibilities

• Serve as Project Manager and Product Owner for ServiceNow enterprise initiatives
• Define product vision, roadmap, priorities, and delivery strategies
• Support ServiceNow enhancements across ITSM, Enterprise Architecture, ITAM, and SPM
• Lead stakeholder workshops, requirements gathering, and process mapping sessions
• Recommend workflow improvements, automation, and user experience enhancements
• Support change management including communications and training materials
• Maintain platform documentation including requirements, design documents, release notes, and testing artifacts
• Ensure platform compliance with federal standards including Section 508, NIST, and FedRAMP
• Facilitate Agile ceremonies including sprint planning, stand-ups, backlog grooming, demos, and retrospectives
• Develop user stories, acceptance criteria, functional specifications, and process flows
• Possess technical solutions that align with business needs by partnering with architects and developers
• Collaborate with analytics teams on dashboards, KPIs, and adoption reporting

Required Qualifications

• Bachelor’s degree with 7+ years of professional experience
• 8+ years in IT project management or product management
• 4+ years specializing in ServiceNow
• Strong experience with stakeholder requirements gathering and analysis
• Strong expertise in ServiceNow modules including ITSM, ITOM, ITAM, SPM, CMDB/CSDM, and Service Portal
• Strong analytical and facilitation skills
• Experience managing Agile delivery teams
• Experience supporting enterprise initiatives in federal or large-scale organizations
• Strong communication and stakeholder engagement skills
• Ability to obtain and maintain SSA Public Trust clearance

Preferred Qualifications

• ServiceNow certifications (CSA, CIS)
• PMP, SAFe PO/PM, Scrum Master, or Agile certifications
• Experience with enterprise architecture and workflow automation
• Knowledge of federal governance and security frameworks