Product Manager — ServiceNow; Department of State

Overview

Product Manager — Service Now 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 Service Now-based application that tracks IT vendors’ performance across services, cloud, and product contracts at the U.S. Department of State (DoS).

You will translate client vision into a clear roadmap and backlog, oversee a small cross-functional team, and drive adoption and satisfaction across customer offices.

• 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 Service Now 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.

At Censeo, we are looking for unique candidates whose passion and enthusiasm will help shape Censeo’s client insights and workplace culture. Our staff have a wide range of backgrounds, areas of expertise, personality types, and favorite breakfast foods. Our client and cultural successes are rooted in our team’s innovation, creative problem solving, and collaboration. The unique perspective that you bring and the way you tackle problems are much more important to us than what’s printed on your diploma.

Some of the core qualifications for the role include:

• Bachelors Degree from accredited college/university.
• 5+ 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 2 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.

• Contractor/consulting background with federal clients (preferred).
• Service Now 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.

Censeo Consulting Group is a top Washington D.C.

-based management consulting firm dedicated to helping public sector and non-profit clients build operational excellence, deliver better outcomes, and lower cost. We take a personalized approach to strategic consulting to solve our clients’ most complex problems and build…