Senior Technical Program Manager (ServiceNow HRSD - HR Technology)

To accomplish strategic objectives by overseeing HR Departments' delivery of large, complex technology driven programs. These large-scale efforts may comprise parallel projects and cover software development, IT infrastructure, systems installation, business process engineering and functional capabilities. Provides a forward-thinking industry perspective to plan and implement and drive strategy. Collaborates with engineering, product, and business teams to ensure alignment with strategic goals.  Ensures effectiveness of programs through applications of active change management techniques and changing goals/priorities. Responsible for leading technical programs that support enterprise technology initiatives such as cloud transformation, systems integration, or platform modernization. 

• Provide overall leadership to large strategic technical and cross functional projects or programs
• Guide and analyze benchmarking, trend analysis and other input to drive continuous improvement and elevate service performance
• Maintain up-to-date product-line(s) roadmaps through synchronizing product level epics and sprints capturing value streams and capabilities
• Ensure effective management of projects from inception through implementation
• Provide forward thinking technical expertise in current and emerging technologies, trends and practices
• Plan, develop and implement standards, communications, programs and services according to best practices
• Forecast initiatives to project strategic plan goals and assess current performance
• Lead large, advanced multidisciplinary projects & initiatives of considerable business risk & impact
• Ensure project deliverables are met in accordance with customers' expectations, timelines & budget constraints
• Monitor key performance indicators, determine gaps in performance metrics, and recommend/execute change management techniques for efficiency/quality improvements
• Select and manage vendors and contracts including contract development, monitoring and issue resolution; oversee contract quality assurance, budget and cost mechanisms
• Develop critical relationships with key technical/non-technical stakeholders to gain concurrence, input, execution and change management decisions 
• Direct discovery and analysis of existing processes and key controls, and identify future internal control trends or new standards
• Identify and resolve operational and performance gaps and obstacles; implement changes and improvements
• Ability to navigate complex stakeholder relationships and drive consensus on ownership structures
• Partner with business and technology stakeholders to ensure alignment with strategic goals and delivery expectations
• Apply technical program governance practices, tools, and reporting standards to monitor progress and performance
• Coordinate across engineering, product, and business teams to ensure cohesive and timely program execution
• Deliver program updates and insights to senior stakeholders and governance forums
• Stay abreast and ensure compliance with applicable federal, state and industry laws, regulations and guidelines.
• Performs other duties as assigned

• Bachelor’s degree in Business Administration or the equivalent combination of training, education and experience
• Expert skill in ServiceNow HR Service Delivery (HRSD)
• Extensive knowledge of AI Agent Delivery, Chat/LLM. SaaS platforms
• Extensive experience implementing AI capabilities within HR technology platforms, driving innovation, efficiency, and automation
• Extensive experience with ServiceNow HRSD/EC Pro
• Strong knowledge in the differences between ServiceNow products
• 7+ years ServiceNow HRSD experience
• Extensive experience with SAFe and Agile software development practices including Scrum, ADO, JIRA, Peer Review, Git and CI/CD
• Technical expertise in large complex software programs and technology
• Extensive experience in project leadership and execution, including initiatives with technology, processes, cross-functional teams and external partner team members
• Expertise within specialization to highly complex assignments through extensive experience of industry and subject area providing recommendations to business practices/processes and related technologies
• Significant experience in working effectively with diverse stakeholders
• Extensive experience in client/vendor management to achieve strategic/tactical goals and implementation
• Expert knowledge of project lifecycles and management methodologies
• Expert skill in building strategic and execution-focused plans and alliances with partner leadership
• Advanced skill in extensive information systems analysis and research
• Expert verbal and written communication skills with experience presenting to senior executive level management
• Advanced analytical thinking skills include summarizing information and clearly identifying key elements, patterns, results or relationships
• Expert skill in resolving conflicting requests and meeting changing requirements
• Expert skill in project management to include establishing and leading project teams; managing timelines/deadlines/resources; ensuring successful project implementation

Desired Qualifications 

• Master's Degree in Business Administration or the equivalent combination of training, education, and experience
• Oracle Fusion HCM knowledge and experience

Hours: Monday - Friday, 8:00AM - 4:30PM
Location: 820 Follin Lane, Vienna, VA 22180 | 5510 Heritage Oaks Drive, Pensacola, FL 32526 | 141 Security Drive, Winchester, VA 22602 | 9999 Willow Creek Road, San Diego, CA 92131 | 295 Bendix Road, Suite 250, Virginia Beach, VA 23452 | 11270 Saint Johns Industrial Parkway South, Jacksonville, FL 32246 | 9001 Airport Freeway, Suite 925, North Richland Hills, TX 76180 | 4 Concourse Parkway, #100, Sandy Springs, GA 30328

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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• 2025 RippleMatch Campus Forward Award Winner for Overall Excellence 
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• 2025 Handshake Early Talent Award

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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 [email protected] 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.

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