ServiceNow Product Manager/Owner

Job Title: ServiceNow Product Manager/Owner

Job Location: Lexington MA 02420

Onsite Requirements:

• 8+ years managing ServiceNow implementations or similar projects.


• Strong knowledge of ServiceNow modules: ITAM, CMDB, HRSD, IRM.


• Bachelor's/Master's in IT or related field (or equivalent).

Job Description:

Primary Duties:

• Lead, manage and contribute to building a team of ServiceNow Professionals ensuring clear role expectations, performance standards, and professional growth. Foster continuous improvement by facilitating regular team retrospectives and providing actionable feedback.


• Lead ServiceNow platform initiatives and projects, overseeing all aspects of scoping, design, implementation, user training, and value realization. Ensure that project delivery aligns with defined goals, quality standards, and timelines.


• Serve as a key liaison between technical teams, business stakeholders, and leadership. Effectively communicate project status, risks, and outcomes to stakeholders.


• Develop, enhance, and oversee an effective platform governance framework, including processes for demand management, roadmap planning, and prioritization. Ensure alignment with Laboratory business goals while continuously assessing and improving the quality of platform delivery and outcomes.


• Evaluate and assess new platform features and their benefits, ensuring alignment with the Laboratory's business objectives. Translate these features into actionable initiatives by managing roadmap priorities and delivering corresponding technical, process, and Organizational Change Management (OCM) outcomes.


• Work with process Owners/Managers to prioritize requirements and manage the product backlog. Translate business needs into actionable tasks for development teams.


• Manage team/project resources, monitor utilization, and ensure optimal team alignment.


• Proactively identify project risks and develop mitigation strategies. Apply problem-solving techniques to resolve project/personnel issues swiftly.


• Drive retrospectives and continuously refine delivery processes to ensure efficiency and effectiveness.


• Have extensive knowledge of the ServiceNow platform and advocate for best practices in ITSM, CMDB, HRSD and related modules.


• This position is under general supervision of the Enterprise Technology and Tools Sector Manager.


• This position carries indirect financial responsibilities, including collaborating with the Sector Manager to ensure a clear understanding of project budgets. Additionally, the role involves assisting with product selection and managing annual product support renewals.


• This position will maintain frequent contact with internal department and/or Laboratory user community as well as external vendors to maintain communications related to problem resolution, systems upgrades, services and product research.

Qualifications:

• Strong communication skills to include the ability to lead discussion and guide a group to smart decisions even when you are not the subject matter expert


• Strong emotional intelligence as it relates to both self and social awareness as well as applicability to organizational change management


• Have high degree of organization, individual initiative and personal accountability and a results-driven mindset


• Cultivate an inclusive and collaborative work environment that effectively integrates on-site and remote team members. Embrace a servant leadership approach, prioritizing team empowerment, accountability, and mutual support to drive success


• Possess expert-level knowledge of the ServiceNow platform and its ecosystem, including the ability to provide documentation of relevant certifications


• Demonstrated ability to think strategically, with a proven track record of aligning initiatives and solutions to organizational goals, anticipating future challenges, and identifying opportunities for innovation and growth.


• Strong process development and process management skills


• Intuitive sense of how technical work aligns closely with business priorities and business value


• Exceptional problem solving and analytical skills alongside a desire to solve challenging problems


• Ability to thrive in a dynamic environment where there can be degrees of ambiguity


• Proven operational support experience


• Ability to obtain and maintain a government security clearance

Preferred Qualifications:

• ServiceNow Certified System Administrator or Implementation Specialist


• Project Management Professional (PMP), PMI-ACP, or PRINCE2 certification


• ITIL v4 Foundation Certification and/or Strong knowledge of ITIL


• Experience with Business Transformation or Agile implementations


• Proficiency in tools such as JIRA, ServiceNow PPM, or similar platforms

Experience:

• Bachelor's / Master's degree in IT, Computer Science, or related field (or equivalent experience)


• 6-8+ years of experience managing ServiceNow implementations or similar projects


• Solid knowledge of ServiceNow modules, examples include ITAM, CMDB, HRSD, IRM


• Demonstrated ability to manage project scope, timelines, and risks


• Exceptional communication and leadership skills, with the ability to influence across all levels.

• **3rd party and subcontract staffing agencies are not eligible for partnership on this position. 3rd party subcontractors need not apply.


• This position requires candidates to be eligible to work in the United States, directly for an employer, without sponsorship now or anytime in the future.


• This client is a US Federal Government contractor and is legally required to hire s.