ServiceNow Workflow Manager

This position is located at Langley Air Force Base, Hampton, Virginia.

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 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, set goals, and create individual development plans
• Foster a collaborative, 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 the 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

Requirements

High School with 9+ years (or commensurate experience)

Qualifications

• Clearance: TS/SCI
• DOD 8140 IAT II certification (Security+ CE, CCNA-Security, CySA+, CND)
• Experience with ServiceNow
• Knowledge of core ServiceNow modules:
  • IT Service Management (ITSM) - Incident, Problem, Change, Service Catalog
  • Configuration Management Database (CMDB) - CI relationships, data integrity
  • Performance Analytics and Reporting - critical metrics, dashboards, and business intelligence
  • Customer Service Management (CSM)
  • Security Incident Response (SIR)
  • ServiceNow App Engine and Platform capabilities
• CMDB Management — Expertise in:
  • CMDB design, implementation, and ongoing governance
  • Configuration Item (CI) identification, classification, and relationship mapping
  • CMDB data quality management and health scoring
  • Integration with discovery tools and automated population strategies
  • CMDB analytics and reporting for IT asset visibility
  • Compliance with ITIL configuration management processes
• Analytics & Reporting — Proficiency in:
  • ServiceNow Performance Analytics implementation and configuration
  • Dashboard creation and data visualization guidelines
  • Benchmark development and metrics strategy aligned with business objectives
  • Advanced reporting using Report Builder and scheduled reporting
  • Data analysis and trend identification for operational insights
  • Integration with external BI tools and data warehouses
• Development Skills — Proficiency in:
  • JavaScript, Glide APIs, and ServiceNow scripting
  • ServiceNow Flow Designer and Workflow
  • REST/SOAP web services and integrations
  • HTML, CSS, and UI customization
  • Database concepts and ServiceNow data modeling
  • A deep understanding of Secure Development Life Cycle (SDLC)

Preferred Skills and Experience

• ServiceNow Certified System Administrator (CSA)
• ITIL Foundations
• Experience with DOD Networks (NIPR, SIPR, JWICS)