ServiceNow Workflow Developer
CSCI Consulting
CloudCyber SecurityITSMServiceNow
Job Level
Mid-LevelSenior
Tech Stack
Cyber SecurityITSMPMPServiceNow
About the role
- Lead delivery and performance of a multi-task area federal IT support contract for the End-to-End Systems Management Center (E2E SMC)\n
- Oversee Tier I and Tier II ITSM operations, sustainment, and contract compliance\n
- Ensure operational excellence and mission continuity\n
- Manage and integrate efforts across Contract Management, Sustainment & Maintenance, Tier I Operations, and Tier II Support\n
- Ensure alignment with objectives, performance standards, and regulatory compliance\n
- Supervise Help Desk Managers, Tier I/II Leads, ServiceNow Administrators, and Application Liaisons\n
- Facilitate staffing plans, onboarding, and training to meet contract milestones\n
- Oversee Monthly Status Reports (MSRs), Program Management Reviews (PMRs), SOP updates, and emergency support plans\n
- Monitor KPIs including call center metrics, ticket resolution rates, and customer satisfaction\n
- Serve as primary point of contact for the Contracting Officer’s Representative (COR)\n
- Coordinate with Area Managers, Program Managers, and external agencies\n
- Ensure adherence to DoD cybersecurity, physical security, and personnel clearance requirements\n
- Support audits, inspections, and incident response coordination
Requirements
- Bachelor’s degree in IT, Business Administration, or related field (Master’s preferred)\n
- 5+ years of experience managing federal IT support contracts or large-scale helpdesk operations\n
- PMP or equivalent project management certification\n
- Familiarity with ServiceNow, ITSM frameworks, and DoD contracting standards\n
- Creativity and adaptability in problem-solving\n
- Ability to work with clients to understand their needs\n
- Strong organizational and time-management skills\n
- Excellent written and verbal communication skills\n
- Professional presence
