ServiceNow Workflow Manager

Role Overview

• Lead ServiceNow development, implementation, and support teams across the organization.
• Provide technical direction and architectural guidance for ServiceNow implementations across multiple modules.
• Lead complex ServiceNow projects, including platform 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, establish goals, and create individual development plans.
• Foster a collaborative and 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 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

• 6+ years of IT experience, including at least 2 years of ServiceNow experience.
• DoD 8140 IAT II certification (Security+ CE, CCNA Security, CySA+, CND, or equivalent).
• Experience with ServiceNow platform development and administration, including ITSM, CMDB, Performance Analytics, Customer Service Management (CSM), Security Incident Response (SIR), and App Engine.
• Experience designing, implementing, and maintaining CMDB, including governance, CI relationships, data quality, discovery integrations, and IT asset visibility.
• Experience developing dashboards, reports, metrics, and analytics using ServiceNow Performance Analytics and reporting tools.
• Proficiency with JavaScript, Glide APIs, ServiceNow scripting, Flow Designer, REST/SOAP integrations, HTML, CSS, ServiceNow data modeling, and Secure Development Life Cycle (SDLC).

Tech Stack

• ITSM
• JavaScript
• SDLC
• ServiceNow
• SOAP

Benefits

• 100% paid Medical, Dental & Vision for Our Employee
• 6% 401K match (Vested Immediately)
• 29 Days' PTO
• Flexible Work Schedule
• Tuition/Certification Reimbursement
• Growth Opportunities w/in an Emerging Defense Company