ServiceNow Configuration Lead

Application Configuration Lead — Service Now Vendor Performance Platform (Department of State)

This role reports onsite in Washington D.C. and requires a Secret or Moderate Risk Public Trust determination.

We are looking for candidates with expertise in people management, communication, facilitation, problem‑solving, and analysis to guide our teams in modernizing IT products and solutions for the Department of State. In this role you will lead the product evolution of an internal Service Now‑based application that tracks IT vendors’ performance across services, cloud, and product contracts. You will translate client vision into a clear roadmap and backlog, oversee a small cross‑functional team, and drive adoption and satisfaction across customer offices.

• Own the product backlog & roadmap: Convert client vision and policy goals into epics, user stories, and measurable outcomes; prioritize via value, risk, and dependencies; keep a transparent release plan.
• Run Agile delivery: Lead ceremonies, manage scope, and clear blockers for a team of ~2 Service Now developers, ~2 Business Analysts, and 1 Data Visualization specialist; ensure sprint goals are met and Definition of Done/quality bars are upheld.
• Advance the metrics library: Expand standardized SLA/KPI definitions and dashboards (e.g., availability, responsiveness, incident resolution, defect leakage, vendor compliance) to cover diverse contract types; ensure traceability to bureau/office objectives.
• Drive customer engagement & adoption: Build and execute a DoS‑appropriate engagement strategy—stakeholder roadshows, onboarding playbooks, training, feedback loops—to increase the number of customer offices using the product and maximize user satisfaction.
• Steward platform and data health: Partner with platform owners on configuration governance, integrations, and change management; uphold security, privacy, and records requirements consistent with DoS standards.
• Measure impact: Define and report product OKRs (adoption, satisfaction/CSAT, cycle time, release reliability, metric coverage); use insights to iterate the product.

• Deliver value‑focused enhancements across sprints with on‑time, high‑quality releases and clear release notes.
• Grow active customer offices using the product.
• Increase standardized SLA/KPI coverage to new service categories with published definitions and dashboards.

Our ideal candidate is enthusiastic, collaborative, and solution‑oriented. The following qualifications are key:

• Bachelor’s degree from an accredited college or university.
• 7+ years of relevant experience in product management (or adjacent roles such as product owner or engagement lead) delivering enterprise platforms or analytics products.
• Prior Department of State experience (as federal employee or contractor).
• Active Secret clearance (DoS badge‑eligible).
• Comfortable working on‑site 5 days/week in Washington, DC/Northern VA.
• Agile credentials: CSM or CSPO (or equivalent).
• Demonstrated success leading small, mixed‑discipline teams and coaching junior staff.
• Strong stakeholder management, requirements discovery, and roadmap/story mapping skills.
• Excellent written and verbal communication tailored to executive, technical, and end‑user audiences.

• Dashboard development experience in Tableau, PowerBI, or equivalent.
• Foundational understanding of JavaScript.
• Agile credentials: CSM or CSPO (or equivalent).
• Contractor/consulting background with federal clients.
• Service Now certifications (e.g., CSA, CIS‑ITSM) and/or ITIL Foundation.
• Experience designing SLA/KPI frameworks and vendor performance dashboards in public‑sector environments.
• Exposure to data visualization tools (e.g., Power BI, Tableau).
• Familiarity with federal security, change control, and release management practices.

Salary range: $90,000 – $140,000 depending on experience.

Expected travel: 0–10%; may increase based on business needs.

This is an exempt, full‑time position.

This role is subject to an in‑person work schedule in Washington, D.C. with the possibility for hybrid work.

• Sitting:
  Particularly for sustained periods of time.
• Light carrying:
  Physically transporting items weighing less than 15 pounds from one location to another.

Censeo offers a competitive compensation and benefits package, including paid vacation and sick leave, flexible and remote work opportunities, and tuition and training reimbursement.

Censeo is an equal opportunity employer. We are committed to providing equal opportunity to all applicants and employees in full compliance with all applicable state and federal laws prohibiting discrimination on the basis of race, color, age, gender, religion, national origin, disability, protected veteran status, or any other class protected by applicable state or federal law.