ServiceNow Program Manager (Remote)
Careers • • • • • • • Careers Management ServiceNow Program Manager (Remote) Remote Work Type: Full Time Apply Now About the Role We are seeking a highly experienced ServiceNow Program Manager to lead enterprise-level digital transformation initiatives within a dynamic federal IT environment. This role demands deep, hands-on expertise across the ServiceNow platform, including ITSM, ITOM, ITAM, Security Operations, SPM, IRM, HRSD, and the App Engine ecosystem.The successful candidate will drive cross-functional collaboration, agile delivery, stakeholder engagement, platform governance, and ServiceNow capability adoption across the enterprise.Key ResponsibilitiesLead and mentor an Agile team in delivering complex ServiceNow capabilities using Scrum methodologies (Sprint Planning, Stand-ups, Demos, Retrospectives).Translate business needs into actionable user stories and manage the product backlog using Agile tools and ServiceNow Agile Development modules.Coordinate with stakeholders, COR, and SMEs to gather requirements, define priorities, mitigate risks, and present reports on velocity, KPIs, risks, and blockers.Guide design sessions, usability testing, persona mapping, and roadmapping using modern tools such as Figma, Visual Studio Code, and Adobe.Lead solutioning and design workshops across platform areas: ITSM (Incident, Change, Problem, Request, Knowledge, Catalog), ITOM (Discovery, Service Mapping), and ITAM (SAM, SaaS, Contracts).Oversee implementation of ServiceNow platform components including Automation Engine (Flow Designer, ATF, AWA), Intelligence (AI Search, NLP, Performance Analytics), and Productivity tools (Workspaces, Dashboards).Manage O&M task queues, platform upgrades, triage efforts, and sprint backlogs across integrated modules.Serve as a liaison with governance, privacy, cybersecurity, and operations teams to ensure risk mitigation and compliance with federal and agency-specific policies.Provide detailed reporting on license utilization, service levels, project delivery metrics, performance analytics, and strategic objectives.Promote innovation and continuous improvement via Universal Request, Virtual Agent, Playbooks, Surveys & Assessments, Walk-up Experience, and Mobile Agent.Deliver user-focused SOPs, training, and UAT artifacts using Test Management 2.0, integrating ServiceNow's Studio IDE, App Engine Studio, and App Templates where needed.RequiredQualificationsMust be a U.S. Citizen or U.S. Permanent Resident (Green Card holder).Bachelor's Degree in IT, Computer Science, or a related field16+ years of total professional experience, with 8+ years managing Agile ServiceNow implementationsMust be able to obtain and maintain clearance.Hands-on experience managing enterprise ServiceNow implementations across:IT Service Management (ITSM/DevOps) – Incident, Problem, Change, Request, Knowledge, Catalog, Mobile Agent, Universal Request, Virtual Agent, Survey Management, Walk-upExperienceIT Operations Management (ITOM) – Discovery, Agent Client Collector (ACC), Service Mapping, Event Management, Certificate Management, Firewall AuditsIT Asset Management (ITAM) – Software Asset Management (SAM), SaaS License Management, Software Spend Detection, Contract ManagementSecurity Operations – Security Incident Response, Vulnerability ResponseStrategic Portfolio Management (SPM) – Scaled Agile Framework (SAFe), Project and Portfolio Management, Resource Management, Time Card ManagementIntegrated Risk Management (IRM) – Policy and Compliance, Risk Management, Audit Management, Privacy ManagementHR Service Delivery (HRSD) – Enterprise Onboarding & TransitionsWorkplace Service Delivery – Health & Safety Workplace SuiteApp Engine – App Engine Studio (AES), App Engine Management Center (AEMC), Action Designer, Table Builder, Service Creator, Guided App Creator, Mobile App Builder, Studio IDEAutomation Engine – Integration Hub, Spokes, REST API Trigger, Document Intelligence, Remote TablesAutomation & DevOps – Flow Designer, AWA, ATF, Admin Center, CI/CD Pipelines, Embedded IntegrationsProductivity & Intelligence – Performance Analytics, Reports & Dashboards, NLP, Predictive Intelligence, WorkspacesConsistency & Scalability – Configuration Management Database (CMDB), Common Service Data Model (CSDM) RequiredCertificationsPMI Project Management Professional (PMP)ServiceNow Certified System AdministratorCertified ServiceNow ImplementerPreferred QualificationsExperience supporting CFPBCFPB Public trust or a Public Trust from another Federal agency.ServiceNow Implementation Specialist Certification (any area)Experience supporting federal agency platformsStrong facilitation, analytical thinking, and technical writing skillsProficiency in HTML, CSS, JavaScript, Figma, Adobe Creative Suite This role is ideal for a forward-thinking, detail-oriented ServiceNow Program Manager who can drive enterprise-scale delivery while leveraging the full capabilities of the ServiceNow platform to transform service delivery, governance, and user experience. Submit Your Application You have successfully appliedYou have errors in applying Apply With Resume * First Name* Middle Name Last Name* Email* Mobile What is your home ZIP code?* Citizenship and ClearanceDetermine citizenship and clearance levelIf you hold a clearance, what agency is it for (enter n/a if no clearance)?*What is your US citizenship or residency status?*--Choose-- US Citizen Permanent resident (Green Card Holder) OtherIf you currently/previously held a clearance, what level is/was it?*--Choose-- Public Trust Secret Top Secret Not sure NoneAre you a US military veteran (or soon to be a veteran)?*YesNoWhat is your current security clearance status? (Please select the option that best applies)*I currently hold an active security clearanceI previously held a clearance, but it is now inactive or expiredI have never held a clearance, but I am eligible and able to obtain oneI am not eligible for a security clearance Education and ExperienceWhat is the highest level of education you have completed?*--Choose-- Ph.D. Master's degree Bachelor's degree NoneHow many years of hands-on experience do you have with ServiceNow?--Choose-- 0 - 2 years 2- 4 years 4 - 6 years 6 - 8 years 8 - 10 years 10 - 12 years 12+ yearsPlease specify your field of study for your bachelor's degree.*--Choose-- Business Management Computer Science/Engineering Software Engineering Other How many years of IT experience do you have?--Choose-- 0 - 3 years 3 - 6 years 6 - 9 years 9 - 12 years 12- 15 years 15+ yearsDo you hold a Project Management Professional (PMP) certification? *YesNo What certification(s) do you hold that are relevant to this job?Please select all the certifications you have done. If there is a certificate which is not listed, you can add it in the text box below. Additional certificates not listed above: PMI Project Management Professional (PMP) ServiceNow Certified System Administrator (CSA)Certified Implementation Specialist (CIS)Certified Technical Architect (CTA)Certified Application Developer (CAD)Application Portfolio Management (APM) Which ServiceNow modules have you supported?Select all that applyOther (please specify):IT Service Management (ITSM)HR Service Delivery (HRSD)Security Incident Response (SIR)Governance, Risk, and Compliance (GRC)Nuvolo – Enterprise Asset Management SuiteIT Operations Management (ITOM)IT Asset Management (ITAM)Security Operations (SecOps)Strategic Portfolio Management (SPM)Integrated Risk Management (IRM)Configuration Management Database (CMDB)Common Service Data Model (CSDM) Salary ExpectationsAnswer any one question based on your interestIf you are seeking a full-time employee position, what is your expected annual salary?If you are seeking a contractor role, what is your expected hourly rate? 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