Job Specifications
What You’ll Do
Product Development and Lifecycle Management
Oversee ServiceNow product development from planning through implementation and post deployment support
Manage product development timelines, feature delivery, and release schedules
Translate business requirements into actionable development and delivery plans
Monitor and report on product performance, risks, and readiness for release
Cross-Functional Leadership
Lead and coordinate cross-functional teams, including technical staff, business stakeholders, and vendors
Facilitate collaboration between enterprise architecture, developers, and business owners
Motivate and manage team members to achieve project and product delivery objectives
Application Governance & Oversight
Define, implement, and monitor application governance policies for ServiceNow modules and integrations
Ensure consistent standards are applied across all ServiceNow applications, including development, testing, deployment, and retirement
Conduct regular reviews of application configurations, workflows, and customizations to maintain compliance with organizational and regulatory standards
Collaborate with stakeholders to ensure alignment between business needs, technical constraints, and governance policies
ServiceNow Platform Management
Provide oversight for platform configuration, enhancement, and integration activities
Ensure adherence to ServiceNow best practices, workflows, modules, and system integrations, including API integrations with internal and external systems
Support prototyping, solution testing, and technical evaluations prior to production releases
CMDB & Discovery Tool Oversight
Manage or coordinate CMDB structure, data quality, and governance processes
Oversee ServiceNow Discovery tool implementation, including automated asset discovery, data validation, and integration
Ensure accurate and reliable data collection for IT assets and configuration items
Agile and Iterative Delivery
Support Agile, Scrum, or iterative delivery processes, including backlog grooming, sprint planning, and iterative development cycles
Coordinate development priorities with stakeholders and adjust delivery plans as needed
Governance, Compliance, and Standards
Ensure compliance with government IT governance requirements, including Florida IT rules (60GG-1 through 5, F.A.C.)
Align product development activities with enterprise architecture, accessibility, and security standards
Stakeholder Communication and Collaboration
Communicate technical and functional information clearly to business owners, leadership, and technical teams
Present product functionality, performance metrics, delivery progress, and risk mitigation plans
Facilitate training, knowledge transfer, and guidance for business users impacted by ServiceNow changes
Continuous Improvement and Quality Assurance
Recommend and implement process improvements to enhance product delivery and platform performance
Collect and integrate feedback from users to support continuous improvement initiatives
Monitor quality of deliverables and ensure adherence to project standards and organizational best practices
Documentation and Reporting
Maintain accurate documentation of ServiceNow configuration, CMDB structures, and Discovery processes
Produce regular reports on project status, product readiness, and risk mitigation efforts
Document lessons learned and provide recommendations for future platform enhancements
Customer-Facing and Training Support
Support internal business teams and end-users through training sessions, workshops, or onboarding related to new ServiceNow capabilities
What You'll Need
Required:
Minimum 7 years in IT product development and experience managing product development timelines, release planning, feature delivery, and post-deployment support
Minimum 5 years leading complex, multi-team product or technology solution delivery in high-tech or government environments
Proven experience with ServiceNow development, implementation, and enhancement, including workflows, modules, and system integrations
Experience managing CMDB structure, data quality, and governance
Experience with ServiceNow Discovery tool implementation, including automated asset discovery, data validation, and integration
Strong ability to communicate complex technical information to business owners, leadership, and technical teams
Proficiency with collaborative tools such as SharePoint 365, Microsoft Project, and Azure DevOps
ServiceNow System Administrator Certification
Preferred:
Familiarity with aligning ServiceNow products and enhancements with enterprise architecture principles and organizational standards
Experience in prototyping, technical evaluation, solution testing, or validating releases for production readiness
Experience integrating continuous improvement practices and incorporating user feedback into product enhancements
Experience in government IT programs or large-scale enterprise projects, including coordination o