Job Description

Navy Federal Credit Union currently does not provide sponsorship for this role. Applicants must be authorized to work in the United States without the need for current or future sponsorship.

Navy Federal Credit Union is seeking a Manager II, Technical Product Management (ServiceNow) to lead the enterprise strategy, governance, and demand management lifecycle for the ServiceNow platform.

This leader is responsible for ensuring platform investments are aligned to Navy Federal’s strategic priorities, risk posture, and member-centric outcomes, while driving transparency, consistency, and value realization across all ServiceNow capabilities.

The role operates as a key leader within Business Enablement Platform Services (BEPS), partnering across IT, business units, and control functions to enable efficient, governed, and scalable platform delivery.

• Partner with Architects and Engineering to inform the ServiceNow platform roadmap by providing demand insights, intake trends, and prioritization recommendations aligned to NFCU objectives.
• Translate business and regulatory priorities into structured demand, including well-defined requirements, use cases, and backlog items to support planning and delivery.
• Promote adoption of platform capabilities such as automation, AI, and integrations by guiding requestors toward standard patterns and enterprise-aligned solutions.
• Ensure demand aligns with enterprise architecture and technology standards by coordinating reviews, applying intake guardrails, and routing work through governance processes.
• Own the demand intake and prioritization process for ServiceNow, from request capture through backlog readiness and tracking to outcomes.
• Establish a consistent, transparent intake and prioritization model across all ServiceNow modules.
• Ensure demand decisions are evaluated against:
  • Business value and member impact
  • Regulatory and risk requirements
  • Cost efficiency and operational benefit
• Apply standardized prioritization frameworks to enable objective, data-informed recommendations and decision-making.
• Facilitate platform governance forums, including demand prioritization, architecture review coordination, and release planning alignment.
• Coordinate with Risk, Compliance, Security, and Architecture teams to ensure adherence to NFCU standards.
• Apply governance guardrails for platform usage and development.
• Support audit readiness and ensure traceability of decisions and outcomes.
• Serve as the central coordination point for demand across ServiceNow modules and platforms.
• Partner with Product Owners, Engineering, Architecture, and Business stakeholders to align demand, priorities, and dependencies.
• Promote integrated solutions by identifying opportunities to reduce duplication Drive integrated solutions that reduce duplication and promote reuse.
• Enable alignment across competing priorities and organizational objectives.
• Operate within a SAFe-aligned delivery model as a Product Manager at the program level.
• Ensure work is aligned across epics, features, and stories.
• Participate in PI Planning, backlog refinement, and delivery reviews.
• Ensure delivery outcomes are aligned with defined business intent.
• Define and track performance metrics, including:
  • Operational efficiency and productivity gains
  • Cost savings and avoidance
  • Risk reduction and compliance alignment.
  • Service performance improvements.
• Deliver executive-level reporting and insights to leadership.
• Drive continuous improvement through data-driven decision-making.
• Act as a trusted interface for stakeholders submitting demand, ensuring engagement is positive while aligning requests to enterprise and platform priorities.
• Clearly communicate how decisions are made, including rationale for prioritization, deferral, or decline
• Establish a predictable and standardized intake experience across the enterprise.
• Facilitate discussions where priorities conflict, ensuring leaders understand impacts, dependencies, and trade-offs.
• Drive decision clarity within governance forums, ensuring outcomes are actionable and aligned.
• Present clear, structured options that enable leadership to make informed decisions without unnecessary complexity.
• Maintain neutrality and credibility by consistently applying prioritization criteria, ensuring decisions are not driven solely by urgency or influence.
• Clear routing and coordination with delivery managers.
• Capacity awareness without ownership.
• Ability to facilitate decisions across competing priorities.
• Clear scope as platform demand intake, not enterprise demand ownership
• Ability to take loosely defined requests and convert them into structured demand (epics/features).
• Strong translation between business needs and delivery-ready inputs.
• Confirm challenging assumptions early to prevent low-value work.
• Actively reducing noise and improving the quality of incoming demand.
• Creating transparency into the demand pipeline so stakeholders understand status and prioritization.
• Identifying duplicate or overlapping requests and driving reuse.
• Maintaining lifecycle hygiene, including aging demand and keeping the pipeline moving.
• Produce and communicate quarterly/annual/ad-hoc reports to measure continued improvement of demand management process.
• Serve as a trusted advisor to senior leaders across IT and business units.
• Lead and facilitate executive-level discussions and governance forums.
• Translate business needs into scalable and sustainable platform capabilities.
• Promote transparency and alignment across stakeholder groups.
• Partner with enterprise architects to ensure scalable, secure, and sustainable solutions.
• Promote use of out-of-the-box capabilities and minimize customization.
• Ensure alignment with CSDM, CMDB strategy, and enterprise data standards.
• Balance short-term delivery with long-term platform health.

• Bachelor’s degree in Information Technology, Business, or related field
• 10+ years of experience in product management, platform management, or IT leadership
• Demonstrated experience with ServiceNow Demand management
• Fundamental understanding of stakeholder management
• Demonstrated experience with ServiceNow across multiple modules.
• Experience operating within Agile/SAFe delivery frameworks.
• Strong knowledge of ServiceNow (ITSM, ITOM, CMDB, SecOps, GRC, SPM, App Engine)
• Understanding of demand management frameworks and governance models
• Familiarity with CSDM and enterprise architecture practices
• Exposure to AI, automation, and digital workflow capabilities preferred.
• Driving Results: Delivers measurable outcomes aligned to enterprise priorities.
• Building Partnerships: Collaborates effectively across business, IT, and control functions.
• Decision Quality: Applies data, governance, and structured frameworks to drive decisions.
• Strategic Mindset: Aligns platform capabilities to long-term organizational goals.
• Accountability & Transparency: Ensures clear communication and traceability of decisions.

Desired Qualifications

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Implementation Specialist (multi-module)
• SAFe Product Manager/Product Owner (PMPO)
• ITIL v4

Hours: Monday - Friday, 8:00AM - 4:30PM

Location: 820 Follin Lane, Vienna VA 22180

Navy Federal provides much more than a job. We provide a meaningful career experience, including a culture that is energized, engaged and committed; and fierce appreciation for our teams, who are rewarded with highly competitive pay and generous benefits and perks.

Our approach to careers is simple yet powerful: Make our mission your passion.

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Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to age, race, sex, color, religion, national origin, disability, veteran status, pregnancy, sexual orientation, genetic information, gender identity or any other basis protected by applicable law.

Accommodations: If you need accommodation or assistance for a qualifying condition to complete the online application (or during any stage of the hiring process), you can contact Navy Federal's Medical Accommodations team at medicalaccommodations@navyfederal.org or by calling 1-888-503-6013. This team cannot provide any information on job postings or application status.

Disclaimers: Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position. Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team’s discretion based on qualified applicant volume. Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market position. For additional details regarding compensation and benefits, review the Benefits page of the Navy Federal Career Site.

Protect Yourself from Job Scams: Navy Federal Credit Union jobs are posted on our career site, jobs.navyfederal.org and reputable job boards (e.g., LinkedIn, Indeed). We do not post jobs on social media marketplaces, messaging apps or unverified websites. We will never ask candidates for payment, bank details or personal financial information during the hiring process.

Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.