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$130k–$140k/yr
Temporary
professional certificate
Posted 16d ago
~40 hrs/week
Remote in United States
Responsibilities
Lead the business process design and product backlog management for a ServiceNow CSM-based CRM implementation. Facilitate stakeholder alignment and translate complex business needs into technical requirements for secure government environments.
Requirements
Requires at least 8 years of experience in business analysis or product ownership, with 5 years in ServiceNow and 3 years specifically in CSM and federal programs. Preferred certifications include CIS-CSM, CSA, and Agile certifications like CSPO or SAFe.
Full job description
The Product Owner will lead business process definition, backlog ownership, requirements analysis, and stakeholder alignment for a ServiceNow CSM-based CRM implementation in a secure ServiceNow environment. This role will assist in translating the client's current customer-facing portal, registration, onboarding, migration tracking, dashboards, and support workflows into a secure, governed, and scalable ServiceNow CSM operating model.
This is a Senior Product Owner / Lead Business Analyst level position responsible for business process leadership, stakeholder alignment, backlog ownership, requirements governance, and client-facing facilitation.
At ServBeyond Solutions, you will join a growing GovCon company recognized for both growth and service, including Inc. 5000 recognition and a 2026 Service to the Citizen Award. We are building on that momentum by investing in talented people, disciplined systems, and the capabilities needed to support our next stage of growth. This role offers the opportunity to help deliver mission-focused technology solutions, partner directly with business, technical, and government stakeholders, and make a visible impact by improving how mission teams access, manage, and deliver critical services.
Primary Responsibilities
Lead end-to-end business process design for customer onboarding, case management, and CRM workflows in ServiceNow CSM
Own and manage the product backlog, including user stories, priorities, and acceptance criteria
Conduct stakeholder workshops and translate business needs into clear, implementable requirements
Map and transform legacy tools, data, and processes into a unified ServiceNow CSM solution
Define workflows, automation, and integrations (e.g., CSM, portals, data sources)
Create and maintain process documentation, requirements, and traceability artifacts
Support UAT, validation, and release readiness to ensure solutions meet business needs
Ensure alignment with client security, CAC access, and compliance requirements
Facilitate client-facing requirements sessions, present options and recommendations, and drive stakeholder consensus across business, technical, and government teams.
Support technical implementation planning by translating business needs into ServiceNow solution requirements and collaborating with architects, developers, engineers, and program leadership.
Must-Have Experience
Experience delivering ServiceNow CSM implementations or enhancements in enterprise environments
Proven background in hybrid roles (Business Process Lead / Product Owner / Business Analyst)
Agile certifications: CSPO, PSPO, SAFe, PMI-ACP (preferred for product ownership)
Security+ or equivalent (for 8570/8140 compliance, if required)
Additional (nice to have): ITIL Foundation, CBAP/PMI-PBA, ServiceNow micro-certifications
Candidates without ServiceNow certifications may still be considered if they have strong applicable years of experience and can obtain certification within an agreed timeframe, subject to internal approval.
Security Requirements
CAC Eligibility: Must be eligible to obtain and maintain CAC credentials for secure program access.
Clearance: Ability to obtain and maintain a Secret security clearance if required by the program.
Authentication: Ability to utilize Department of War (DoW) Common Access Card (CAC) primary authentication mechanisms for secure, identity-validated administrative access.
Compensation and Market Alignment
The anticipated annual compensation range for this position is $130,000 to $140,000, commensurate with relevant experience, ServiceNow CSM expertise, federal program background, clearance/CAC eligibility, certifications, and overall alignment with the role’s senior Product Owner / Lead Business Analyst responsibilities. This range is intended to reflect market positioning for a specialized ServiceNow CSM product ownership role requiring strong business process leadership, stakeholder facilitation, backlog governance, technical implementation partnership, and experience supporting secure, regulated government environments.
Equal Employment Opportunity
ServBeyond Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other legally protected status.
ADA Accommodation Statement
ServBeyond Solutions is committed to providing reasonable accommodations to individuals with disabilities. If you need an accommodation to apply for a position with us, please contact HR at [email protected].
ServBeyond Solutions is focused on delivering services that support the critical missions of our Government customers. Our commitment is to transform user experience, increase productivity, and evolve with changing business needs. We provide innovative solutions using the latest technology platforms across all digital touchpoints, including web, mobile and social media.
Offices: 5520 Research Park Drive, Suite 100, Baltimore, MD 21228, US
Digital Transformation ServicesData AnalyticsDigital Records Managementand Contact Center AutomationInformation TechnologySoftwareCloud Data Services
How much do Government & Public Sector jobs in Rockville, MD pay?
Based on 195 listings with disclosed salaries, most government & public sector jobs in Rockville, MD pay between $72k–$188k per year. Individual offers vary with seniority, company size, and specialization.
How many Government & Public Sector jobs are open in Rockville, MD right now?
There are currently 227 open government & public sector positions in Rockville, MD listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Government & Public Sector roles in Rockville, MD?
Companies currently hiring include Guidehouse, FINRA, Quantum Space, BAE Systems, Inc., Leidos, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Government & Public Sector jobs in Rockville, MD?
Yes — 107 of the 227 open government & public sector positions offer remote or hybrid work (25 remote, 82 hybrid).
How do I apply for Government & Public Sector jobs in Rockville, MD?
Each listing links directly to the employer's application page. Apply early — fresh listings get the most recruiter attention in the first two weeks.