ServiceNow Catalog Practice Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the development of the ServiceNow ITSM platform for a Department of War agency, supported by an enterprise IT Customer Support Services program.

• Ensure the delivery of new applications, modules, and enhancements based on the Government's prioritized backlog.

• Lead the ITSM Platform Support and Application Development Team in continuously enhancing and managing the ServiceNow Catalog.

• Guide the development team, create user stories and acceptance criteria, and assist in User Acceptance Testing.

• Gather, document, and define requirements from both internal and external customers.

• Evaluate existing business processes and conduct gap analyses.

• Identify solution alternatives and prepare documentation and briefing materials for Government stakeholders.

• Collaborate with customers to generate system requirements specifications, use cases, and user stories, including acceptance criteria.

• Perform market research on industry trends and emerging technologies.

• Develop and uphold a user-friendly Service Catalog while ensuring the accuracy of the CMDB on the ITSM platform.

• Create briefing materials, metrics, and reports for Program Management Reviews, agency governance boards, and technical forums.

• Assist with backlog refinement, sprint planning, sprint demonstrations, User Acceptance Testing, and stakeholder acceptance.

• Support integration efforts and contribute to drafting user communications and training materials.

• Monitor Catalog project status and compile summaries for the Monthly Customer Support Activity Report.

• Maintain documentation for requirements traceability and analysis.

• Analyze situations independently, determine appropriate actions, and exercise discretion and independent judgment on significant program matters.

⛳️ Requirements

• A Bachelor's degree and a minimum of 4 years of relevant experience (an additional 4 years of relevant experience may replace the degree).

• Must be a U.S. Citizen.

• An Active Secret Clearance (favorably adjudicated T3/T3R) is required to begin.

• Must be under investigation scope and/or currently participating in Continuous Evaluation / Continuous Vetting.

• At least 3 years of experience as a business analyst, systems analyst, or requirements analyst on IT projects.

• Proven ability to work independently, analyze issues, determine the right course of action, and exercise discretion and independent judgment with minimal supervision.

• Demonstrated experience in eliciting and documenting requirements, developing process maps and gap analyses, and preparing alternatives analyses or business cases.

• Experience in writing user stories and acceptance criteria, with support for UAT in an Agile environment.

• Proficient in Microsoft Office (Word, Excel, PowerPoint, Visio) and collaboration tools; capable of producing polished briefing materials.

• Strong analytical, facilitation, written, and verbal communication skills.

• Ability to engage with both technical and non-technical stakeholders at all levels.

• Desired: IIBA CBAP/CCBA or ECBA, PMI-PBA, Certified Scrum Product Owner, or ITIL 4 Foundation.

• Desired: Familiarity with ServiceNow or other enterprise ITSM platforms.

• Desired: Experience supporting the Department of War, DoD, or other Federal IT governance and capability request processes.

• Desired: Experience in conducting market research and preparing Rough Orders of Magnitude or cost-benefit analyses.

• Desired: Understanding of customer experience measurement, including CSAT, Customer Effort Score, and XLAs.

• Desired: Knowledge of Power BI and data analysis.

• Capability to meet the physical requirements, including prolonged sitting and standing, ambulating, stooping/kneeling/crouching/crawling, and repeatedly lifting and carrying up to 25 pounds.

• Willingness to travel by land or air transportation up to 20%.

🏝️ Benefits

• Recognition as a Military Friendly Employer and a commitment to hiring and supporting active-duty and veteran employees.

• Comprehensive total compensation package.

• Flexible remote work arrangement.

• Involvement in up to 20% travel.