ServiceNow Program Manager / Coordinator

Scope of Services

The Office of Information Technology (OIT), is seeking a Product Development Coordinator to oversee, develop and coordinate complex IT product and solution development initiatives for the ServiceNow platform. The selected candidate will work with stakeholders to manage delivery schedules, technical integration, and product performance, ensuring alignment with the Department's business goals and technology standards. This role requires a hands-on leader with experience in product lifecycle management, including development planning, feature delivery, and release cycles for software-based solutions. The Product Development Coordinator will serve as a liaison between business owners and technical teams, balancing business priorities with technical constraints and ensuring quality product delivery. Responsibilities include assisting with managing schedules, resolving delivery risks, development work, facilitating stakeholder alignment, and supporting the transition of new capabilities into operations. The candidate must demonstrate strong organizational, technical, and customer-facing communication skills, as well as experience coordinating delivery roadmaps with enterprise architecture and engineering teams.

Education

Bachelor's Degree in Computer Science, Information Systems, Business Administration, Communication or other related field; or job-related experience on a year-by-year basis.

Experience

1. Minimum of 7 years of experience in IT product development, engineering, or project delivery, with emphasis on software lifecycle management.



2. At least 5 years of experience leading cross-functional teams through complex product or technology solution delivery in a high-tech or government environment.



3. Demonstrated ability to manage product development timelines, release planning, and stakeholder expectations across technical and business domains.



4. Experience coordinating software or system integration activities and ensuring post-deployment support and readiness for the ServiceNow platform.



5. Familiarity with agile and iterative delivery methods, backlog grooming, and sprint planning is preferred.



6. Experience working with government procurement and IT project governance (especially Florida's 60GG-1 through 5, F.A.C.) is desirable.



7. Strong communication and presentation experience, especially in conveying product functionality, performance metrics, and delivery progress to business owners and leadership.



8. Experience with SharePoint 365, Microsoft Project, and collaborative product planning tools is highly desired.

Primary Job Duties/ Tasks

The selected Manager, Product Development will perform duties including, but not limited to:

1. Oversee and coordinate the delivery of software-based products or enhancements, from planning through implementation, across multiple teams and vendors.



2. Facilitate collaboration between business users, technical developers, and enterprise architecture to ensure product solutions meet business needs and technical standards.



3. Develop and maintain product roadmaps, release schedules, and delivery milestones.



4. Track and report on the status of development activities, readiness for release, and risk mitigation strategies.



5. Support business teams by translating requirements into actionable delivery plans and monitoring fulfillment through each development stage.



6. Serve as a liaison with end users, addressing integration questions, custom development issues, and post-deployment support planning.



7. Align product development timelines with available resources, funding, and procurement cycles.



8. Lead or support prototyping, technical evaluations, or solution testing efforts prior to production release.



9. Coordinate change management, customer communications, and stakeholder training related to new or updated product features.



10. Ensure smooth transition of new functionality from development to operations and user adoption.

Job Specific Knowledge, Skills, and Abilities (KSAs)

Product and Program Delivery:

1. Knowledge of ServiceNow best practices and methodologies for implementation, configuration, and maintenance.



2. Knowledge of software product lifecycle stages, including planning, design, development, testing, and deployment.



3. Familiarity with technical architecture alignment, product versioning, and maintenance release planning.



4. Skill in managing feature delivery timelines, backlog prioritization, and cross-team dependencies.



5. Understanding of product performance monitoring, customer feedback integration, and continuous improvement practices.



6. Ability to serve as a technical liaison, translating business requirements into functional designs or roadmaps.



7. Experience managing and reporting on schedule, cost, and quality metrics tied to product development milestones.

Business and Technical Capabilities:

1. Knowledge of system development methodologies including Agile, Scrum, and Waterfall.



2. Ability to analyze business needs and recommend product-based technology solutions that meet those needs.



3. Strong communication skills for presenting complex information clearly to both technical and business audiences.



4. Experience aligning delivery goals with compliance, accessibility, and enterprise standards (e.g., ADA, security, Florida IT rules).



5. Ability to evaluate and integrate new technologies into existing product platforms or roadmaps.

Additional:

1. Proficiency with Microsoft Office products and collaboration platforms (Word, Excel, Project, Visio, SharePoint 365).



2. Experience with product management or development tracking tools such as Azure DevOps or similar platforms.



3. Ability to coordinate multiple product release cycles while maintaining alignment with stakeholder expectations and funding schedules.

General Knowledge Skills and Abilities (KSAs):

The submitted candidate must be able to apply common knowledge, skills, and abilities in the following areas:

1. Initiative: Must be able to comprehend assignments, organize workload, and meet deadlines with little direction. Must be able to monitor and analyze situations to determine the next step.

2. Communication: Can clearly convey information, in both written and verbal formats, to individuals or groups in a wide variety of settings (i.e., project team meetings, management presentations, etc.). Must have the ability to effectively listen and process information provided by others.

3. Customer Service: Works well with clients and customers (i.e., business office, public, or other agencies). Able to assess the needs of the customer, provide information or assistance to satisfy expectations or resolve a problem.

4. Decision Making: Makes sound, well-informed, and objective decisions utilizing critical thinking skills and analysis.

5. Flexibility: is open to change, new processes (or process improvement), and new information. Can adapt in response to new information, changing conditions, or unexpected obstacles. Ability to receive and give constructive criticism and maintain effective work relationships with others.

6. Interpersonal: Shows friendliness, courtesy, understanding, and politeness to others

7. Leadership: Motivates, encourages, and challenges others. Can adapt leadership styles in a variety of situations.

8. Problem Solving: Able to identify, evaluate, and use sound judgement to generate and evaluate alternative actions, and make recommendations as accordingly.

9. Team Building: Encourages, inspires, and guides others toward accomplishing the common goal as an equal member of the team.

10. Quality Assurance: Knowledge of the ideologies, techniques and tools for quality assurance and control. The ability to put the ideologies, techniques, and tools into practice.

Scope of Services

The Office of Information Technology (OIT), is seeking a Product Development Coordinator to oversee, develop and coordinate complex IT product and solution development initiatives for the ServiceNow platform. The selected candidate will work with stakeholders to manage del