ServiceNow ITSM Process Integrator/Developer

ICF • Reston, VA

2d • $98,614 - $167,644 • Remote

About The Position

ICF’s Digital Modernization Division is a rapidly growing, entrepreneurial, technology-driven department, seeking an ITSM Process Implementer with a technical consultant background to coordinate a team of subject matter experts in developing and implementing best-practice service management designs and architectures of technical ITSM and functional ITIL solutions for a variety of Federal clients, including the National Institutes of Health (NIH).
ICF is a global advisory and technology services provider, but we’re not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.

Requirements

• Bachelor’s degree
• ServiceNow Certified System Administrator (CSA) required
• 6+ years of overall ServiceNow experience, to include implementing Discovery, Service Mapping, Integrations and CSDM Migration on the ServiceNow Platform
• US Citizen or Green Card Holder due to federal contract requirements.
• MUST RESIDE IN THE United States (U.S.) and the work MUST BE PERFORMED in the United States (U.S.), as this work is for a federal contract and laws do apply.
• Proficiency in JavaScript, REST/SOAP APIs, HTML, CSS, and web services
• Strong understanding of IT Service Management processes and ITIL frameworks.

Nice To Haves

• ServiceNow Certified Implementation Specialist (CIS) - ITSM

Responsibilities

• Define, prioritize, and communicate the vision and roadmap for CMDB products and services, in alignment with the client's goals and needs.
• Collaborate with ITSM process owners, managers, and stakeholders to elicit, analyze, and validate requirements for ITSM products and services, using agile methodologies and tools.
• Design, configure, and implement the ServiceNow ITSM platform to meet client requirements, focusing on ITIL best practices in collaboration with professional development teams
• Implement Discovery for all classes and deploy Service Mapping for all CMDB classes populated through Discovery and then connect the AWS environment to the CMDB - install Discovery and Service Mapping for those CIs
• Assess subscription unit usage and forecast future needs.
• Establish data certification/attestation process for CMDB stakeholders without native ServiceNow access
• Mature the current attestation pilot.
• Migrate CMDB data from CSDM 3 to CSDM 5, in collaboration with the ServiceNow Platform and Development teams.
• Maintain CMDB accuracy and reliability through: Automated scripts (duplicate removal, data refresh), Intelligent Reconciliation Engine (IRE) policies, and Misclassification cleanup.
• Develop and implement CMDB data audits and validation methodologies.
• Track and manage Service Accounts and Privileged Accounts.
• Finalize Certificate Management capabilities in the CMDB.
• Integrate the CMDB with Hardware and Software Asset Management modules.
• Connect the ServiceNow Configuration Management module with Flexera Data Platform to capture software usage, end-of-life details, and other key insights.
• Create Standard Operating Procedures (SOPs) for completed work.
• Develop dashboards and reports to support monitoring, auditing, and decision-making.
• Advance and mature the CMDB workspace.
• Transition the NCI CMDB project from the walk stage to the fly stage.
• Perform other duties as assigned.

Benefits

• We will consider for employment qualified applicants with arrest and conviction records.
• Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level