ServiceNow Workflow Manager
On-siteNorfolk, Virginia, United States
Job Summary
Provide technical direction and architectural guidance for ServiceNow implementations across multiple modules, leading complex projects including upgrades, integrations, and custom application development. Oversee CMDB strategy, data governance, and accuracy initiatives while ensuring adherence to best practices and coding standards. Manage, mentor, and develop a team of administrators, developers, and analysts through performance reviews, goal setting, and coaching. Ensure SLA compliance, lead incident response, and maintain high service quality standards. Develop and maintain team documentation, procedures, and knowledge base. Lead ServiceNow roadmap planning and technology strategy, creating executive-level dashboards 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.
Required Qualifications
- High School with 9+ years (or commensurate experience)
- Clearance: TS/SCI
- DOD 8140 IAT II certification (Security+ CE, CCNA-Security, CySA+,CND)
- Knowledge of core ServiceNow modules
- IT 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)
- ServiceNow App Engine and Platform capabilities
- CMDB design, implementation, and ongoing governance
- Configuration Item (CI) identification, classification, and relationship mapping
- CMDB data quality management and health scoring
- Integration with discovery tools and automated population strategies
- CMDB analytics and reporting for IT asset visibility
- Compliance with ITIL configuration management processes
- ServiceNow 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
- JavaScript, Glide APIs, and ServiceNow scripting
- ServiceNow Flow Designer and Workflow
- REST/SOAP web services and integrations
- HTML, CSS, and UI customization
- Database concepts and ServiceNow data modeling
- A deep understanding of Secure Development Life Cycle (SDLC)
Desired Qualifications
- ServiceNow Certified System Administrator (CSA)
- ITIL Foundations
- Experience with DOD Networks (NIPR, SIPR, JWICS)
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