Job Description & How to Apply Below
Responsibilities We are seeking a Service Now Workflow Manager to lead our Service Now development, implementation, and support teams. This role requires a seasoned professional who combines deep technical expertise in the Service Now 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 Service Now 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 Service Now implementations across multiple modules
Lead complex Service Now 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 Service Now best practices, coding standards, and governance frameworks
Review and approve technical designs, workflows, and customizations
Stay current with Service Now platform updates, new features, and emerging capabilities.
People Management Manage, mentor, and develop a team of Service Now 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 Service Now support when needed
Develop and maintain team documentation, procedures, and knowledge base Strategic Planning Lead the Service Now 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 ROIIdentify 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 Service Now Knowledge of core Service Now modulesIT 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)
Service Now App Engine and Platform capabilitiesCMDB Management:
Expertise in:
CMDB design, implementation, and ongoing governance
Configuration Item (CI) identification, classification, and relationship mappingCMDB data quality management and health scoring
Integration with discovery tools and automated population strategiesCMDB analytics and reporting for IT asset visibility
Compliance with ITIL configuration management processes
Analytics & Reporting:
Proficiency in:
Service Now 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 Service Now scripting
Service
Now Flow Designer and WorkflowREST/SOAP web services and integrationsHTML, CSS, and UI customization
Database concepts and Service Now data modelingA deep understanding of Secure Development Life Cycle (SDLC)
Preferred Skills and Experience Certifications Service Now Certified System Administrator (CSA)
ITIL Foundations
Experience with DOD Networks (NIPR, SIPR, JWICS)#NSS #AR#mav
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Posted Salary RangeUSD $ - USD $ /Yr.
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