ServiceNow Catalog Practice Lead

Empower AI

. Direct ServiceNow ITSM platform development for a Department of War agency supported by an enterprise IT Customer Support Services program .

Posted 10/27/2026full-timeRemote • United StatesSenior💰 $105,660 - $163,530 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in ServiceNow ITSM platform development, including requirements elicitation, user story creation, and Agile methodologies. Proficient in stakeholder communication and documentation, with a strong focus on continuous improvement and process analysis.

Highest-signal resume keywords

ServiceNow ITSM Platform DevelopmentRequirements Elicitation and DocumentationUser Story and Acceptance Criteria WritingAgile MethodologiesActive Secret Clearance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Business AnalysisGap AnalysisProcess MappingUser Acceptance Testing (UAT)Data Analysis

Soft Skills

Analytical SkillsFacilitation SkillsWritten CommunicationVerbal CommunicationIndependent Judgment

Tools & Technologies

Microsoft OfficePower BICollaboration ToolsServiceNowITSM Platforms

Certifications & Qualifications

IIBA CBAPIIBA CCBAECBAPMI-PBACertified Scrum Product Owner

Industry Keywords

Department of WarDoDFederal IT GovernanceCustomer Experience MeasurementContinuous Evaluation

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Direct ServiceNow ITSM platform development for a Department of War agency supported by an enterprise IT Customer Support Services program
Direct delivery of new applications, modules, and enhancements according to the Government-prioritized backlog
Direct the ITSM Platform Support and Application Development Team to continuously improve and manage the ServiceNow Catalog
Direct the development team, write user stories and acceptance criteria, and support User Acceptance Testing
Elicit, document, and define requirements from internal and external customers
Analyze current business processes and perform gap analyses
Identify solution alternatives and prepare documentation and briefing materials for Government stakeholders
Communicate and collaborate with customers to produce system requirements specifications, use cases, and user stories with acceptance criteria
Conduct market research on industry trends and emerging technologies
Develop and maintain a user-friendly Service Catalog and support CMDB accuracy on the ITSM platform
Prepare briefing materials, metrics, and reports for Program Management Reviews, agency governance boards, and technical forums
Support backlog refinement, sprint planning, sprint demonstrations, User Acceptance Testing, and stakeholder acceptance
Support integration efforts and assist in drafting user communications and training materials
Track Catalog project status and provide summaries for the Monthly Customer Support Activity Report
Maintain requirements traceability and analysis documentation
Independently analyze situations, determine appropriate actions, and exercise discretion and independent judgment on significant program matters

Requirements

What you’ll need

Bachelor's degree and a minimum of 4 years of related experience (an additional 4 years of related experience may be substituted for the degree)
Must be a U.S. Citizen
Must have an Active Secret Clearance (favorably adjudicated T3/T3R) to start
Must be within investigation scope and/or currently enrolled in Continuous Evaluation / Continuous Vetting
Minimum of 3 years of experience as a business analyst, systems analyst, or requirements analyst on IT projects
Demonstrated ability to work independently, analyze problems, determine the appropriate course of action, and exercise discretion and independent judgment with limited day-to-day supervision
Demonstrated experience eliciting and documenting requirements, developing process maps and gap analyses, and preparing alternatives analyses or business cases
Experience writing user stories and acceptance criteria and supporting UAT in an Agile environment
Proficiency with Microsoft Office (Word, Excel, PowerPoint, Visio) and collaboration tools; ability to produce polished briefing materials
Strong analytical, facilitation, written, and verbal communication skills
Ability to work with technical and non-technical stakeholders at all levels
Desired: IIBA CBAP/CCBA or ECBA, PMI-PBA, Certified Scrum Product Owner, or ITIL 4 Foundation
Desired: Experience with ServiceNow or another enterprise ITSM platform
Desired: Experience supporting Department of War, DoD, or other Federal IT governance and capability request processes
Desired: Experience conducting market research and preparing Rough Orders of Magnitude or cost-benefit analyses
Desired: Familiarity with customer experience measurement, including CSAT, Customer Effort Score, and XLAs
Desired: Familiarity with Power BI and data analysis
Ability to perform the listed physical requirements, including prolonged sitting and standing, ambulation, stooping/kneeling/crouching/crawling, and repeatedly lifting and carrying up to 25 pounds
Ability to travel by land or air transportation 20%

Benefits

Comp & perks

Military Friendly Employer recognition and commitment to hiring and supporting active-duty and veteran employees
Total compensation package
Remote work arrangement
Up to 20% travel involved