ServiceNow Project Manager/Product Owner

Global CI (Global Commerce & Information, Inc.); Baltimore (MD); On-site; USD 120,000 - 150,000; Full time

Benefits offered by this job

Comprehensive benefits

Job summary

Global CI is seeking an experienced ServiceNow Project Manager / Product Owner to lead enterprise transformation initiatives within the ServiceNow Program Office. This role manages product roadmaps, supports Agile delivery teams, and ensures high-quality ServiceNow implementations across government-related business areas.

The ideal candidate has extensive ServiceNow experience with ITSM, ITOM, ITAM, and strong stakeholder engagement.

Qualifications

• 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 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 platform 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.

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 IT Service Management, Enterprise Architect, IT Asset Management, and Strategic Portfolio Management.
• 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).

Skills

Public Trust clearance

Bachelor's degree

ServiceNow

ITSM

ITOM

ITAM

Stakeholder engagement

Agile delivery

Education

Bachelor's degree

Tools

ServiceNow platform

Job description

Your Success is Our Success. Global CI is an award-winning 30-year IT Services company founded on the principles of providing high-quality, value-added technology consulting services. Our vision is to create a better future by improving the lives of the people we serve through emerging technologies. Join us and together we will advance the future of technology services.

Global CI offers competitive compensation and non-salary benefits to all eligible employees.

Job Description

Position Description

CGI 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

At Global Commerce & Information, Inc. we celebrate, support, and are committed to creating a diverse and inclusive environment. We're proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other legally protected characteristics.

Global Commerce & Information, Inc maintains a drug-free workplace.