Position DescriptionCGI Federal is seeking an experienced ServiceNow Project Manager / Product Owner to help lead enterprise transformation initiatives ServiceNow Program Office. This role is responsible for managing product roadmaps, supporting Agile delivery teams, and ensuring high-quality implementation of ServiceNow capabilities across multiple business areas. The ideal candidate brings strong experience in ServiceNow Program Office support, requirements definition, enterprise workflow design, and cross-functional coordination in a federal environment.
***This position is located in our Baltimore, MD office; candidate must be willing to work onsite a minimum of 3 days / week***
Key Required Skills. Candidates must have ability to obtain and maintain a Public Trust clearance
. Bachelor's degree and a minimum of 7 years of relevant professional experience
. 8+ years of experience in IT project or product management, with over all 8+ years of experience and 4+ years focused on ServiceNow.
. Must have strong communication and stakeholder engagement skills
. Experience with leading stakeholder requirements analysis sessions and eliciting requirements from multiple stakeholders
. Extensive hands on experience with the ServiceNow platfrom from a development perspective
. Strong understanding of ServiceNow modules including ITSM, ITOM, ITAM, SPM, CMDB/CSDM, and Service Portal.
. Demonstrated experience managing Agile delivery teams and working with cross-functional stakeholders.
. Strong analytical, facilitation, and communication skills with the ability to translate business needs into actionable technical requirements.
. Experience delivering enterprise initiatives within government or large-scale organizations.
Desired Skills. ServiceNow certifications such as: Certified System Administrator; Certified Implementation Specialist (e.g., ITSM, ITOM, ITAM, SPM)
. PMP, SAFe PO/PM, Scrum Master, or similar Agile certification
. Experience with enterprise architecture, data modeling, and workflow automation.
. Familiarity with federal IT governance, accessibility standards, and security frameworks.
Future Roles and Responsibilities. Serve as the Project Manager / Product Owner, defining vision, roadmap, and priorities for key ServiceNow capabilities.
. Support planning and delivery of ServiceNow enhancements and enterprise initiatives across areas such as IT Service Management (ITSM), Enterprise Architect (EA), IT Asset Management (ITAM), Strategic Portfolio Management (SPM)
. Facilitate Agile ceremonies including backlog grooming, sprint planning, stand-ups, demos, and retrospectives.
. Conduct requirements sessions, interviews, workshops, and process mapping with stakeholders across the organization.
. Develop user stories, acceptance criteria, functional specifications, process flows, and feature documentation.
. Collaborate closely with architects and developers to ensure implementation aligns with business needs.
. Recommend process improvements, workflow optimizations, automation opportunities, and user experience enhancements.
. Support change management activities including communications, training materials, knowledge articles, and stakeholder readiness.
. Partner with analytics teams to create dashboards, KPIs, and reporting to track performance and adoption.
. Maintain clear documentation including requirements, design artifacts, release notes, training guides, and testing results.
. Ensure all platform enhancements comply with federal security, accessibility, and data governance requirements (e.g., Section 508, NIST, FedRAMP).
Benefits include: - Comprehensive medical, dental, vision, life, and short & long-term disability insurance + health savings account
- Matching 401k retirement plan + IRA's and Roth IRA's
- Generous paid time off and paid holidays
- Employee recruitment/referral bonus
- Paid community service hours
- Tuition reimbursement
- Employee discounts
