ServiceNow Application Configuration Lead

Censeo Consulting

Washington (District of Columbia)

On-site

USD 90,000 - 140,000

Full time

14 days+

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Benefits offered by this job

Paid vacation and sick leave

Tuition and training reimbursement

Flexible and remote work opportunities

Job summary

A Washington D.C.-based management consulting firm is seeking an Application Configuration Lead for the ServiceNow Vendor Performance Platform. The ideal candidate will manage a small cross-functional team to enhance IT vendor performance tracking for the U.S. Department of State. Responsibilities include owning the product roadmap, leading Agile ceremonies, and driving user satisfaction. This on-site role requires a bachelor's degree, 7+ years of experience in product management, and active Secret clearance, with a salary range of $90,000 to $140,000.

Qualifications

7+ years of relevant experience in product management or adjacent roles.
Prior Department of State experience as fed or contractor.
Active Secret clearance and comfort working on-site.

Responsibilities

Own the product backlog & roadmap and execute product strategy.
Run Agile delivery, manage scope, and clear team blockers.
Advance metrics library and ensure coverage of diverse contract types.
Drive customer engagement and maximize user satisfaction.

Skills

People management

Communication

Problem-solving

Stakeholder management

Agile methodologies

Education

Bachelors Degree from accredited college/university

Tools

ServiceNow

Tableau

Power BI

JavaScript

Job description

Application Configuration Lead — ServiceNow Vendor Performance Platform (Department of State)

The Position: We are looking for eager, driven candidates with experience in people management, communication, facilitation, problem-solving, and analysis to guide our teams in developing impactful solutions to modernize IT products and solutions for our Federal clients at the Department of State. In this role you will lead the product evolution of an internal ServiceNow-based application that tracks IT vendors’ performance across services, cloud, and product contracts at the U.S. Department of State (DoS). You’ll translate client vision into a clear roadmap and backlog, oversee a small cross-functional team, and drive adoption and satisfaction across customer offices. This role is expected to report onsite in Washington D.C. and will require Secret or Moderate Risk Public Trust determination.

Responsibilities for the role will include:

Own the product backlog & roadmap: Convert client vision and policy goals into epics, user stories, and measurable outcomes; prioritize via value, risk, and dependencies; keep a transparent release plan.
Run Agile delivery: Lead ceremonies, manage scope, and clear blockers for a team of ~2 ServiceNow developers, ~2 Business Analysts, and 1 Data Visualization specialist; ensure sprint goals are met and Definition of Done/quality bars are upheld.
Advance the metrics library: Expand standardized SLA/KPI definitions and dashboards (e.g., availability, responsiveness, incident resolution, defect leakage, vendor compliance) to cover diverse contract types; ensure traceability to bureau/office objectives.
Drive customer engagement & adoption: Build and execute a DoS-appropriate engagement strategy—stakeholder roadshows, onboarding playbooks, training, feedback loops—to increase the number of customer offices using the product and maximize user satisfaction.
Steward platform and data health: Partner with platform owners on configuration governance, integrations (e.g., data sources feeding performance analytics), and change management; uphold security, privacy, and records requirements consistent with DoS standards.
Measure impact: Define and report product OKRs (adoption, satisfaction/CSAT, cycle time, release reliability, metric coverage); use insights to iterate the product.

Success in the First 6–12 Months (example targets):

Deliver value-focused enhancements across sprints with on-time, high-quality releases and clear release notes.
Grow active customer offices using the product.
Increase standardized SLA/KPI coverage to new service categories with published definitions and dashboards.

The Ideal Candidate: AtCenseo, we are looking for unique candidates whose passion and enthusiasm will help shape Censeo’s client insights and workplace culture. Our staff have a wide range of backgrounds, areas of expertise, personality types, and favorite breakfast foods. Our client and cultural successes are rooted in our team’s innovation, creative problem solving, and collaboration. Some of the core qualifications for the role include:

Minimum Qualifications

Bachelors Degree from accredited college/university.
7+ years of relevant experience in product management (or adjacent roles such as product owner/engagement lead) delivering enterprise platforms or analytics products.
Prior Department of State experience (as fed or contractor).
Active Secret clearance (DoS badge-eligible).
Comfortable working on-site 5 days/week in DC/Northern VA.
Agile credentials: CS M or CSPO (or equivalent).
Demonstrated success leading small, mixed-discipline teams and coaching junior staff.
Strong stakeholder management, requirements discovery, and roadmap/story mapping skills.
Excellent written/verbal communication tailored to executive, technical, and end-user audiences.

Nice to Have

Dashboard development experience in Tableau, PowerBI, or equivalent
Foundational understanding of JavaScript
Agile credentials: CS M or CSPO (or equivalent).
Contractor/consulting background with federal clients (preferred).
ServiceNow certifications (e.g., CSA, CIS-ITSM) and/or ITIL Foundation.
Experience designing SLA/KPI frameworks and vendor performance dashboards in public-sector environments.
Exposure to data visualization tools (e.g., Power BI/Tableau)
Familiarity with federal security, change control, and release management practices.

The Company: Censeo Consulting Group is a Washington, D.C.-based management consulting firm dedicated to helping public sector and non-profit clients build operational excellence, deliver better outcomes, and lower cost. We take a personalized approach to strategic consulting to solve our clients’ most complex problems and build operational excellence that transforms their organizations, allowing them to better deliver on their public and social missions.

At Censeo, our award-winning culture means you’ll join a tight-knit community of 95 brilliant and passionate colleagues. We are advocates for a better functioning public sector, and we’re also good friends who know the names of each other’s dogs. Our philosophy is horizontal, not hierarchical, and our open-door policy encourages a culture of entrepreneurship at all levels. We share successes, make decisions together, and foster an environment for those with passion and initiative to lead. Our colleagues bring their own unique personalities to work every day and use them to help shape our growing firm in ways that reach far beyond client projects.

The Location: Censeo Consulting Group is based in Washington, D.C., with a hybrid setting offering flexibility to work from home and in-office in downtown D.C., near the White House. Many clients are based in D.C., enabling in-person meetings and convenient post-work activities.

The Fine Print:

The salary range for this role is $90,000 - $140,000 depending on experience
Expected travel 0-10%; may increase based on business needs
This is an exempt, full-time position
This role is subject to an in-person work schedule in Washington, D.C. with the possibility for hybrid work
Essential Physical Functions: Sitting for sustained periods; Light Carrying up to 15 pounds

Censeo offers a competitive compensation and benefits package, including paid vacation and sick leave, flexible and remote work opportunities, and tuition and training reimbursement. More information on our benefits and perks can be found at https://www.censeoconsulting.com/about/join-us/. Censeo is an equal opportunity employer. We are committed to providing equal opportunity to all applicants and employees in full compliance with state and federal laws prohibiting discrimination on the basis of race, color, age, gender, religion, national origin, disability, protected veteran status, or any other class protected by applicable state or federal law.

Join Our Award-Winning Culture! Our passion wins awards. Examples include: