ServiceNow Engineer SME

ECS Tech Inc•Fairfax, VA

About The Position

Everforth ECS is seeking a ServiceNow Engineer SME to work in the National Capital Region covering the Pentagon, Falls Church, and Fairfax. This position is contingent upon contract award. The War Data Platform (WDP) is a key initiative within the U.S. Department of War's (DoW) AI‑First strategy introduced in early 2026. The WDP focuses on operational warfighting data and aims to accelerate the deployment of artificial intelligence (AI) on the battlefield. The WDP extends to Unclassified, Secret, and Top Secret environments, and supports collaboration between Combatant Commands, Joint Staff directorates, Senior Executive Service leaders, and operational analysts. The ServiceNow Engineer SME is a principal-level platform engineering authority responsible for architecting, developing, and governing the enterprise ServiceNow capabilities that underpin WDP's IT service management, workflow automation, and operational control functions across multi-enclave environments including AWS GovCloud, AWS Secret Region, and JWICS. This role drives ServiceNow modernization initiatives that improve mission readiness, support intelligent automation objectives, and enable consistent, measurable service delivery for warfighters, senior executives, and mission partners across the full WDP enterprise.

Requirements

Current Secret security clearance with the ability to obtain and maintain a Top Secret (TS) security clearance.
12 or more years of progressively responsible experience in ServiceNow platform engineering, IT service management, or a closely related field, with demonstrated expert-level proficiency architecting, developing, and governing enterprise ServiceNow environments in support of large-scale DoW or federal government programs.
Expert hands-on proficiency across core ServiceNow modules including Incident, Problem, Change, Request, CMDB, Service Catalog, Knowledge Management, and Virtual Agent, combined with demonstrated experience designing automated workflows, multi-tier routing logic, and self-service capabilities that measurably improve operational throughput and ticket lifecycle performance.
Demonstrated experience developing ServiceNow integration architectures using REST APIs, scripted automation, and secure data exchange mechanisms to connect ServiceNow with identity management systems, cloud observability platforms, and onboarding or provisioning solutions in DoW-compliant environments.
Proven ability to build and maintain ServiceNow performance analytics dashboards, SLO and SLA enforcement algorithms, compliance reporting automation, and configuration management governance practices that sustain platform stability and support Authorizing Official and senior leadership decision-making.
Strong problem-solving and decision-making capabilities, with a proven ability to weigh the relative costs and benefits of potential actions and identify the most appropriate solution.
Highly developed interpersonal and oral/written communication skills, with the ability to effectively and professionally interact with a diverse set of stakeholders (from peers to end-users to executive management).

Responsibilities

Architects, develops, and optimizes enterprise ServiceNow capabilities supporting large-scale defense programs, multi-classification cloud environments, and mission platforms requiring automated service management, workflow orchestration, and operational control.
Designs and implements advanced ServiceNow modules including Incident, Problem, Change, Request, Configuration Management Database, Service Catalog, Knowledge Management, and Virtual Agent, aligning all build activities to operational requirements, performance objectives, and mission priorities.
Engineers automated workflows, intake processes, and multi-tier routing logic to improve ticket velocity, reduce triage cycles, and strengthen accountability across support teams operating in Amazon Web Services GovCloud, Secret Region Cloud, and Intelligence Community enclaves.
Develops integration architectures linking ServiceNow with authentication services, resource allocation systems, onboarding solutions, observability tools, and platform telemetry pipelines using Representational State Transfer interfaces, scripted automation, and secure data exchange mechanisms.
Builds self-service capabilities that expand user autonomy, accelerate onboarding, and reduce manual workload across operational tiers.
Creates custom dashboards, operational metrics, compliance indicators, service-level algorithms, performance analytics, and automation rules that improve mission readiness and executive decision support.
Oversees configuration management, update set governance, environment synchronization, release sequencing, and quality control standards that protect system stability.
Provides strategic technical leadership to engineering, cybersecurity, and support teams, guiding modernization initiatives that introduce robotic process automation, intelligent classification, automated provisioning, and end-to-end service mapping.
Delivers measurable improvements in service availability, operational throughput, workflow consistency, and enterprise efficiency across mission-critical support operations.
Performs other duties as assigned.