ServiceNow Application Configuration Lead

Application Configuration Lead — ServiceNow Vendor Performance Platform (Department of State)

The Position:
We are looking for eager, driven candidates with experience in people management, communication, facilitation, problem-solving, and analysis to guide our teams in developing impactful solutions to modernize IT products and solutions for our Federal clients at the Department of State. In this role you will lead the product evolution of an internal ServiceNow-based application that tracks IT vendors’ performance across services, cloud, and product contracts at the U.S. Department of State (DoS). You’ll translate client vision into a clear roadmap and backlog, oversee a small cross‑functional team, and drive adoption and satisfaction across customer offices. This role is expected to report onsite in Washington D.C. and will require Secret or Moderate Risk Public Trust determination. Responsiblities for the role will include:

• Own the product backlog & roadmap: Convert client vision and policy goals into epics, user stories, and measurable outcomes; prioritize via value, risk, and dependencies; keep a transparent release plan.
• Run Agile delivery: Lead ceremonies, manage scope, and clear blockers for a team of ~2 ServiceNow developers, ~2 Business Analysts, and 1 Data Visualization specialist; ensure sprint goals are met and Definition of Done/quality bars are upheld.
• Advance the metrics library: Expand standardized SLA/KPI definitions and dashboards (e.g., availability, responsiveness, incident resolution, defect leakage, vendor compliance) to cover diverse contract types; ensure traceability to bureau/office objectives.
• Drive customer engagement & adoption: Build and execute a DoS‑appropriate engagement strategy—stakeholder roadshows, onboarding playbooks, training, feedback loops—to increase the number of customer offices using the product and maximize user satisfaction.
• Steward platform and data health: Partner with platform owners on configuration governance, integrations (e.g., data sources feeding performance analytics), and change management; uphold security, privacy, and records requirements consistent with DoS standards.
• Measure impact: Define and report product OKRs (adoption, satisfaction/CSAT, cycle time, release reliability, metric coverage); use insights to iterate the product.

• Deliver value-focused enhancements across sprints with on-time, high‑quality releases and clear release notes.
• Grow active customer offices using the product.
• Increase standardized SLA/KPI coverage to new service categories with published definitions and dashboards.

• Bachelors Degree from accredited college/university.
• 7+ years of relevant experience in product management (or adjacent roles such as product owner/engagement lead) delivering enterprise platforms or analytics products.
• Prior Department of State experience (as fed or contractor).
• Active Secret clearance (DoS badge‑eligible).
• Comfortable working on‑site 5 days/week in DC/Northern VA.
• Agile credentials: CSM or CSPO (or equivalent).
• Demonstrated success leading small, mixed-discipline teams and coaching junior staff.
• Strong stakeholder management, requirements discovery, and roadmap/story mapping skills.
• Excellent written/verbal communication tailored to executive, technical, and end‑user audiences.

• Dashboard development experience in Tableau, PowerBI, or equivalent
• Foundational understanding of JavaScript
• Agile credentials: CSM or CSPO (or equivalent).
• Contractor/consulting background with federal clients (preferred).
• ServiceNow certifications (e.g., CSA, CIS-ITSM) and/or ITIL Foundation.
• Experience designing SLA/KPI frameworks and vendor performance dashboards in public-sector environments.
• Exposure to data visualization tools (e.g., Power BI/Tableau)
• Familiarity with federal security, change control, and release management practices.

• The salary range for this role is $90,000 - $140,000 depending on experience
• Expected travel 0-10%; may increase based on business needs 
• This is an exempt, full-time position
• This role is subject to an in-person work schedule in Washington, D.C. with the possibility for hybrid work
• Essential Physical Functions
  • Sitting: Particularly for sustained periods of time
  • Light Carrying: Physically transporting items weighing less than 15 pounds from one location to another

• 2024 Vault #41 Consulting 50 North America
• 2024 Vault #7 Best Consulting Firm for Hours in the Office
• 2023 Vault #9 Best Consulting Firm for Work/Life Balance 
• 2023 Vault #23 Best Consulting Firm for Overall Diversity
• 2023 Management Consulted #3 Best Boutique Firms in Washington DC
• 2022 Vault #41 Best Overall Consulting Firm to Work For
• 2020 Vault #21 Best Boutique Consulting Firm 
• 2019 Ivy Exec #7 Best Boutique Consulting Firm 
• 2018 Consulting Magazine Best Small Firms to Work For  
• 2017 Vault #12 Best Boutique Consulting Firm 
• 2016 Forbes Best Management Consulting Firms in America 
• 2015 Washington Business Journal’s Philanthropy List