We are seeking a ServiceNow Workflow Manager to lead our ServiceNow development, implementation, and support teams. This role requires a seasoned professional who combines deep technical expertise in the ServiceNow platform with proven people management capabilities. The successful candidate will be responsible for driving technical excellence while fostering team growth and ensuring successful delivery of ServiceNow solutions across our global organization. This position is located at Langley Air Force Base, Hampton, Virginia.
Key Responsibilities
Technical Leadership
Provide technical direction and architectural guidance for ServiceNow implementations across multiple modules
Lead complex ServiceNow projects including upgrades, integrations, and custom application development
Oversee CMDB strategy, data governance, and accuracy initiatives to ensure reliable IT asset visibility
Ensure adherence to ServiceNow best practices, coding standards, and governance frameworks
Review and approve technical designs, workflows, and customizations
Stay current with ServiceNow platform updates, new features, and emerging capabilities.
People Management
Manage, mentor, and develop a team of ServiceNow administrators, developers, and analysts
Conduct performance reviews, set goals, and create individual development plans
Foster a collaborative, innovative team culture focused on continuous learning
Provide coaching and technical guidance to team members at various skill levels
Manage resource allocation and workload distribution across the team
Operational Excellence
Ensure SLA compliance and maintain high service quality standards
Lead incident response and problem resolution for platform issues
Manage vendor relationships and coordinate with ServiceNow support when needed
Develop and maintain team documentation, procedures, and knowledge base
Strategic Planning
Lead the ServiceNow roadmap planning and technology strategy
Develop and maintain analytics frameworks to measure team performance and platform effectiveness
Create executive-level dashboards and reports 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
Qualifications
High School with 9+ years (or commensurate experience)
Required Skills and Experience
Clearance: TS/SCI
DOD 8140 IAT II certification (Security+ CE, CCNA-Security, CySA+,CND)
Experience with ServiceNow
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 Management — Expertise in:
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
Analytics & Reporting — Proficiency in:
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
Development Skills — Proficiency in:
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)
Preferred Skills and Experience
Certifications
ServiceNow Certified System Administrator (CSA)
ITIL Foundations
Experience with DOD Networks (NIPR, SIPR, JWICS)