ServiceNow Workflow Manager

We are seeking a ServiceNow Workflow Manager to lead our ServiceNow development, implementation, and support teams. This role requires a seasoned professional who combines deep technical expertise in the ServiceNow platform with proven people management capabilities. The successful candidate will be responsible for driving technical excellence while fostering team growth and ensuring successful delivery of ServiceNow solutions across our global organization. This position is located at Langley Air Force Base, Hampton, Virginia.

Key Responsibilities

Technical Leadership

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.

People Management

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

Operational Excellence

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

Strategic Planning

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

Qualifications

High School with 9+ years (or commensurate experience)

Required Skills and Experience

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

Certifications

ServiceNow Certified System Administrator (CSA)

ITIL Foundations

Experience with DOD Networks (NIPR, SIPR, JWICS)