ServiceNow Workflow Manager

Leading with our people Digital Consultants mission is to deliver the highest level of professional solutions while being a trusted partner and advisor to our customers. With a culture of practicality opportunity and creativity we remain dedicated to being honest trustworthy respectful and ethical in everything we do. We are a certified SBA 8(a) small disadvantaged business that supports multiple IT customers within the Federal civilian and private sectors. Digital Consultants also offers our employees growth opportunities competitive wages and a full benefits package. Our founding principles Fairness and Common Sense make working here more than a job its the Digital family.

Digital Consultants is seeking a ServiceNow Workflow Manager to lead our ServiceNow development implementation and support teams. This role requires a seasoned professional who combines deep technical expertise in the ServiceNow platform with proven people management capabilities. The successful candidate will be responsible for driving technical excellence while fostering team growth and ensuring successful delivery of ServiceNow solutions across our global organization. This position is located at Langley Air Force Base Hampton Virginia.

Key Responsibilities:

• Technical Leadership
  • Provide technical direction and architectural guidance for ServiceNow implementations across multiple modules
  • Lead complex ServiceNow projects including upgrades integrations and custom application development
  • Oversee CMDB strategy data governance and accuracy initiatives to ensure reliable IT asset visibility
  • Ensure adherence to ServiceNow best practices coding standards and governance frameworks
  • Review and approve technical designs workflows and customizations
  • Stay current with ServiceNow platform updates new features and emerging capabilities.
• People Management
  • Manage mentor and develop a team of ServiceNow administrators developers and analysts
  • Conduct performance reviews set goals and create individual development plans
  • Foster a collaborative innovative team culture focused on continuous learning
  • Provide coaching and technical guidance to team members at various skill levels
  • Manage resource allocation and workload distribution across the team
• Operational Excellence
  • Ensure SLA compliance and maintain high service quality standards
  • Lead incident response and problem resolution for platform issues
  • Manage vendor relationships and coordinate with ServiceNow support when needed
  • Develop and maintain team documentation procedures and knowledge base
• Strategic Planning
  • Lead the ServiceNow roadmap planning and technology strategy
  • Develop and maintain analytics frameworks to measure team performance and platform effectiveness
  • Create executive-level dashboards and reports to demonstrate business value and ROI
  • Identify opportunities for process improvement and automation using data-driven insights
• Support business stakeholders in defining requirements and solution approaches

• Education: High School with 9 years (or commensurate experience)
  Clearance: TS/SCI
• Certification: DOD 8140 IAT II certification (Security CE CCNA-Security CySACND)
• Experience with ServiceNow
  • Knowledge of core ServiceNow modules
  • IT Service Management (ITSM)- Incident Problem Change Service Catalog
  • Configuration Management Database (CMDB)- CI relationships data Integrity
  • Performance Analytics and Reporting - critical metrics dashboards and business intelligence
  • Customer Service Management (CSM)
  • Security Incident Response (SIR)
  • ServiceNow App Engine and Platform capabilities
• CMDB Management: Expertise in:
  • CMDB design implementation and ongoing governance
  • Configuration Item (CI) identification classification and relationship mapping
  • CMDB data quality management and health scoring
  • Integration with discovery tools and automated population strategies
  • CMDB analytics and reporting for IT asset visibility
  • Compliance with ITIL configuration management processes
• Analytics & Reporting: Proficiency in:
  • ServiceNow Performance Analytics implementation and configuration
  • Dashboard creation and data visualization guidelines
  • Benchmark development and metrics strategy aligned with business objectives
  • Advanced reporting using Report Builder and scheduled reporting
  • Data analysis and trend identification for operational insights
  • Integration with external BI tools and data warehouses
• Development Skills: Proficiency in:
  • JavaScript Glide APIs and ServiceNow scripting
  • ServiceNow Flow Designer and Workflow
  • REST/SOAP web services and integrations
  • HTML CSS and UI customization
  • Database concepts and ServiceNow data modeling
  • A deep understanding of Secure Development Life Cycle (SDLC)

Preferred Skills and Experience

• Certifications
  • ServiceNow Certified System Administrator (CSA)
  • ITIL Foundations
• Experience with DOD Networks (NIPR SIPR JWICS)

The company offers the following benefits to permanent full-time employees:

• Paid Time Off (PTO)
• Group health plans
• Income protection and supplemental benefits
• 401(k) plan with company matching
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Pet insurance options
• Employee Assistance Program (EAP)
• Equal Opportunity & Accommodations

Digital Consultants an inclusive and welcoming company is fully committed to hiring and retaining a diverse workforce without regard to race color religion sex (including pregnancy gender identity and sexual orientation) genetic information national origin age (40 or older) disability Veterans status or any other protected characteristic.

We provide reasonable accommodations to individuals who need assistance during any part of the employment process. If you need assistance navigating Digital Consultants job openings or applying for a position please send an email to or call . Please provide your contact information and let us know how we can assist you.