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, it’s 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