ServiceNow Product/Process Owner

Koniag Government Services; Washington (District of Columbia); Hybrid; USD 110,000 - 150,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) retirement plan

Paid time off

Paid parental leave

Life and disability insurance

Flexible spending accounts

Commuter benefits

Tuition reimbursement

Job summary

Koniag Government Services is seeking a ServiceNow PM / Scrum Master in Washington, DC, offering hybrid work with 1 day onsite. You will own ServiceNow product backlog, define requirements, and align with ITSM and digital workplace objectives for federal government projects.

The role requires 5+ years of related experience, strong communication, and ability to obtain a Public Trust clearance. Work hours align with Eastern Time and client facility or approved remote locations.

Qualifications

• Bachelor's degree or equivalent work experience in a related discipline.
• 5+ years as a product owner, process owner, service owner, business analyst, or ITSM lead.
• Experience supporting ServiceNow, enterprise workflow, ITSM, service management, or digital workplace products.

Responsibilities

• Own assigned ServiceNow product or process backlog, roadmap inputs, priorities, acceptance criteria, and outcome measures.
• Translate stakeholder needs and goals into features and user stories.
• Define process models, roles, handoffs, controls, KPIs, service levels, and governance expectations.
• Partner with architects, analysts, developers, QA, admins, and change managers to guide delivery from concept through adoption.
• Make prioritization decisions using mission value, user impact, compliance, risk, complexity, and capacity.
• Support demos, UAT, release readiness, adoption planning, and continuous improvement based on feedback and metrics.

Skills

Product ownership

Backlog management

Process design

Stakeholder facilitation

Prioritization

Acceptance decisions

Strong communication

Education

Bachelor's degree in Business/IS/Public Administration/CS

Tools

ServiceNow

Jira

Confluence

Power BI

Job description

This position may be filled prior to the posted deadline. Koniag Advisory and Business Solutions, LLC a Koniag Government Services company, is seeking a ServiceNow PM / Scrum Master to support KABS and our government customer in Washington, DC. The position is hybrid, requires 1 day onsite. This position requires the candidate to be able to obtain a Public Trust. Benefits include medical, dental, and vision insurance, 401(k) retirement plan, paid time off, paid parental leave, life and disability insurance, flexible spending accounts, commuter benefits and tuition reimbursement.

We are seeking a ServiceNow Product / Process Owner to support the Digital Workplace workforce by owning product direction, process outcomes, backlog priorities, and stakeholder alignment for ServiceNow capabilities. The successful candidate will ensure platform work produces measurable operational value and aligns with service management and digital workplace objectives. Work will be performed at the client's facility or customer approved remote locations during Eastern Time core business hours.

Principal responsibilities

• Own assigned ServiceNow product or process backlog, roadmap inputs, priorities, acceptance criteria, and outcome measures.
• Translate stakeholder needs, process pain points, policy requirements, and operational goals into actionable features and user stories.
• Define process models, roles, handoffs, controls, KPIs, service levels, and governance expectations.
• Partner with architects, business analysts, developers, QA, admins, and change managers to guide delivery from concept through adoption.
• Make prioritization decisions using mission value, user impact, compliance, risk, complexity, and capacity considerations.
• Support demos, UAT, release readiness, adoption planning, and continuous improvement based on user feedback and operational metrics.

Required (Education & Experience)

• Bachelor's degree in Business, Information Systems, Public Administration, Computer Science, or a related discipline, or equivalent work experience.
• 5+ years of experience as a product owner, process owner, service owner, business analyst, or ITSM lead.
• Experience supporting ServiceNow, enterprise workflow, ITSM, service management, or digital workplace products.

Desired (Education & Experience)

• Certified Scrum Product Owner, SAFe Product Owner/Product Manager, ITIL Foundation, or ServiceNow certification.
• Experience owning federal service management, platform, or business process modernization outcomes.

Required Skills and Competencies

• Strong product ownership, backlog management, process design, stakeholder facilitation, prioritization, and acceptance decision skills.
• Working knowledge of ServiceNow capabilities and service management processes.
• Ability to define measurable outcomes, process controls, KPIs, and user adoption needs.
• Strong communication skills with the ability to align business, technical, and operational stakeholders.
• Ability to obtain a Public Trust clearance.

Desired Skills and Competencies

• Experience with SPM, ITSM, CSM, HRSD, SecOps, CMDB/CSDM, service catalog, or knowledge management products.
• Familiarity with Jira, Confluence, Power BI, roadmap tools, and Agile delivery metrics.

Our Equal Employment Opportunity Policy

The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment.

Equal Employment Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352

If you require an accommodation to navigate or apply for a position on our website, please get in touch with Heaven Wood via e-mail at [e-mail] or by calling 703-488-9377 to request accommodations.

Koniag Government Services (KGS)

KGS is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit www.koniag-gs.com.