Program Manager / ServiceNow Practice Lead

PROGRAM MANAGER / SERVICENOW PRACTICE LEAD

INCATech is searching for a Program Manager / ServiceNow Practice Lead to manage a Federal Government ServiceNow Project. The incumbent shall be able to perform the following responsibilities and have commensurate experience.

As the Program Manager, you will lead the overall ServiceNow implementation and operations program, managing a team of over 20 professionals to ensure the effective delivery of operations, maintenance, and enhancement of the ServiceNow platform and associated enterprise tools. You will be responsible for overseeing day-to-day activities, strategic planning, stakeholder collaboration, and Agile execution to meet federal program objectives and deliver measurable business value.

RESPONSIBILITIES

• Program Leadership and Strategy
• Program Oversight: Lead and manage all aspects of the program, including operations and maintenance (O&M) and development, modernization, and enhancements (DME) of the ServiceNow platform.
• Strategic Planning: Define program goals, establish priorities, and develop roadmaps in collaboration with Product Owners (POs), USPTO stakeholders, and other division leads.
• Team Leadership: Direct and mentor a team of over 20 staff members, ensuring alignment with program objectives, and fostering a high-performance, collaborative work environment.
• ServiceNow Platform Management - Platform Development: Oversee the integration of ITSM Pro, ITOM Visibility, and other ServiceNow modules and capabilities, ensuring seamless functionality with existing and new enterprise tools.
• Capability Enhancement: Drive platform enhancements by collaborating with stakeholders and development teams to identify, prioritize, and deliver new features and integrations with tools such as collaboration platforms, SIEM, vulnerability scanners, and cloud-native tools (Google, Azure, AWS).
• Compliance and Security: Ensure the maintenance of the platform’s Authority to Operate (ATO) and oversee annual renewals, adhering to federal security and compliance standards.
• Agile Methodology and Delivery - Agile Execution: Facilitate Agile processes across multiple teams, ensuring effective sprint planning, delivery of user stories, and successful production releases.
• Cross-Team Collaboration: Coordinate with internal and external stakeholders, including the ServiceNow Impact Squad and other USPTO teams, to align development efforts and incorporate feedback.
• Quality Assurance: Oversee defect/bug fixes, testing, and validation processes to ensure timely delivery of high-quality solutions.
• Stakeholder Engagement and Communication
• Stakeholder Collaboration: Build strong relationships with government stakeholders, including SDOD and EA Division Leads, to align program outcomes with agency objectives.
• Reporting: Provide regular updates on program progress, risks, and opportunities to stakeholders and executive leadership.
• Operational Excellence
• Resource Allocation: Ensure effective resource planning and allocation to support multiple parallel teams working on requirements gathering, development, testing, and production support.
• Business Process Improvement: Promote process optimization through documentation, analysis, and automation where applicable.

REQUIREMENTS Qualifications Related Experience:

• 10+ years of program management experience, with at least 5 years in ServiceNow implementations in the Federal Government.
• 5+ years of demonstrated experience managing Federal Government information technology programs, leading teams of at least 20 staff
• Certifications: ITIL Certification or a minimum of 5 years working within an IT Operations environment.
• US Citizenship.

About INCATech LLC INCATech is an award-winning small business that has over 14 years of experience supporting the US Government. We provide both Professional Services as well as Transformational Software Solutions for our customers. Our deep technical expertise in Geospatial Information Systems, Enterprise Data Management, User-Centered Design, Cloud & Platform Services, and a wide range of Acquisition Support Services will provide your career the boost you have been looking for. Our culture is based on empowering our staff and customers with knowledge and tools to achieve mission success and career advancement Benefits INCATech offers a competitive comprehensive benefits package. Our most valuable asset at INCATech is our people. Our benefits package is designed to help and safeguard our employees and their families. We provide a variety of life and family benefits to meet a variety of demands. Benefits include: Health, Dental, 401K, Vision, Paid Time Off, Life Insurance etc INCATech is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.