ServiceNow ITSM Process Integrator/Developer

ICF • Reston, VA

4d • Remote

About The Position

ICF’s Digital Modernization Division is seeking an ITSM Process Implementer experienced in ServiceNow ITSM Implementations to support federal customers. This role involves coordinating 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 Federal clients, including the National Institutes of Health (NIH). The position requires a technical consultant background and focuses on the ServiceNow platform, CMDB products and services, and ITIL best practices.

Requirements

• ServiceNow Platform Expertise: Deep knowledge of the ServiceNow platform, including ITSM, workflows, and administration.
• Experience with ITSM implementation on ServiceNow Platform.
• Problem-Solving: Strong analytical and problem-solving skills to identify challenges and propose solutions.
• Technical Skills: Proficiency in JavaScript, REST/SOAP APIs, HTML, CSS, and web services.
• Strong understanding of IT Service Management processes and ITIL frameworks.
• 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.

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, 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 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

• ICF is a global advisory and technology services provider.
• We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.
• We are an equal opportunity employer.
• Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals.
• 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