ServiceNow Project Manager / Product Owner

Job Description

Job Description

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.