A1FED Inc
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 Responsibilities Lead 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. Required Qualifications
Must be a U.S. Citizen or U.S. Permanent Resident (Green Card holder). Bachelor's Degree in IT, Computer Science, or a related field 16+ years of total professional experience, with 8+ years managing Agile ServiceNow implementations Must 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-up Experience IT Operations Management (ITOM)
- Discovery, Agent Client Collector (ACC), Service Mapping, Event Management, Certificate Management, Firewall Audits IT Asset Management (ITAM)
- Software Asset Management (SAM), SaaS License Management, Software Spend Detection, Contract Management Security Operations
- Security Incident Response, Vulnerability Response Strategic Portfolio Management (SPM)
- Scaled Agile Framework (SAFe), Project and Portfolio Management, Resource Management, Time Card Management Integrated Risk Management (IRM)
- Policy and Compliance, Risk Management, Audit Management, Privacy Management HR Service Delivery (HRSD)
- Enterprise Onboarding & Transitions Workplace Service Delivery
- Health & Safety Workplace Suite App Engine
- App Engine Studio (AES), App Engine Management Center (AEMC), Action Designer, Table Builder, Service Creator, Guided App Creator, Mobile App Builder, Studio IDE Automation Engine
- Integration Hub, Spokes, REST API Trigger, Document Intelligence, Remote Tables Automation & DevOps
- Flow Designer, AWA, ATF, Admin Center, CI/CD Pipelines, Embedded Integrations Productivity & Intelligence
- Performance Analytics, Reports & Dashboards, NLP, Predictive Intelligence, Workspaces Consistency & Scalability
- Configuration Management Database (CMDB), Common Service Data Model (CSDM)
Required Certifications
PMI Project Management Professional (PMP) ServiceNow Certified System Administrator Certified ServiceNow Implementer Preferred Qualifications
Experience supporting CFPB CFPB Public trust or a Public Trust from another Federal agency. ServiceNow Implementation Specialist Certification (any area) Experience supporting federal agency platforms Strong facilitation, analytical thinking, and technical writing skills Proficiency 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.
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 Responsibilities Lead 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. Required Qualifications
Must be a U.S. Citizen or U.S. Permanent Resident (Green Card holder). Bachelor's Degree in IT, Computer Science, or a related field 16+ years of total professional experience, with 8+ years managing Agile ServiceNow implementations Must 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-up Experience IT Operations Management (ITOM)
- Discovery, Agent Client Collector (ACC), Service Mapping, Event Management, Certificate Management, Firewall Audits IT Asset Management (ITAM)
- Software Asset Management (SAM), SaaS License Management, Software Spend Detection, Contract Management Security Operations
- Security Incident Response, Vulnerability Response Strategic Portfolio Management (SPM)
- Scaled Agile Framework (SAFe), Project and Portfolio Management, Resource Management, Time Card Management Integrated Risk Management (IRM)
- Policy and Compliance, Risk Management, Audit Management, Privacy Management HR Service Delivery (HRSD)
- Enterprise Onboarding & Transitions Workplace Service Delivery
- Health & Safety Workplace Suite App Engine
- App Engine Studio (AES), App Engine Management Center (AEMC), Action Designer, Table Builder, Service Creator, Guided App Creator, Mobile App Builder, Studio IDE Automation Engine
- Integration Hub, Spokes, REST API Trigger, Document Intelligence, Remote Tables Automation & DevOps
- Flow Designer, AWA, ATF, Admin Center, CI/CD Pipelines, Embedded Integrations Productivity & Intelligence
- Performance Analytics, Reports & Dashboards, NLP, Predictive Intelligence, Workspaces Consistency & Scalability
- Configuration Management Database (CMDB), Common Service Data Model (CSDM)
Required Certifications
PMI Project Management Professional (PMP) ServiceNow Certified System Administrator Certified ServiceNow Implementer Preferred Qualifications
Experience supporting CFPB CFPB Public trust or a Public Trust from another Federal agency. ServiceNow Implementation Specialist Certification (any area) Experience supporting federal agency platforms Strong facilitation, analytical thinking, and technical writing skills Proficiency 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.