ServiceNow Functional Lead

Overview

Acuity, Inc. seeks a dynamic ServiceNow Functional Lead to support a highly visible federal ServiceNow platform modernization initiative. This role leads functional analysis, ITSM process alignment, and stakeholder coordination for modernization of the agency's enterprise ServiceNow platform.

Acuity supports mission-critical federal programs, and this role works directly with government stakeholders, architects, and engineering teams to assess the current platform, define functional requirements, and guide implementation of standardized ServiceNow service management capabilities.

The Functional Lead serves as the primary bridge between business stakeholders and technical teams, ensuring ServiceNow capabilities align with operational needs, ITSM best practices, and enterprise service delivery goals.

If you are passionate about using your skills in IT Modernization, Data Enablement, and Hyperautomation to make a positive impact, you might find a good fit at Acuity. We serve federal agencies as a trusted digital strategy and technology consulting firm, providing innovative technical leadership to support our customers' critical missions.

Responsibilities

The Functional Lead works with government stakeholders, architects, and development teams to define, implement, and mature enterprise ServiceNow capabilities. The individual will:

• Lead functional analysis and requirements definition supporting ServiceNow platform assessment and modernization efforts.
• Identify, document, and prioritize ITSM functional requirements across key processes including Incident, Problem, Change, Major Incident, and Knowledge Management.
• Work with stakeholders to evaluate current processes and define standardized ITSM workflows aligned with ServiceNow capabilities.
• Translate operational requirements into clear functional specifications supporting ServiceNow configuration and development.
• Collaborate with architects and developers to ensure functional requirements are implemented through scalable, maintainable ServiceNow configurations.
• Facilitate stakeholder workshops, requirements sessions, and process design discussions supporting platform modernization.
• Support definition and governance of service catalog offerings, request models, and service ownership structures.
• Develop and coordinate functional testing strategies including user acceptance testing (UAT) and validation of implemented platform capabilities.
• Monitor project progress and maintain functional artifacts including requirements documentation, process models, and implementation plans.
• Work closely with stakeholders to adapt platform capabilities as operational needs evolve.
• Provide user guidance and training on implemented ITSM capabilities within ServiceNow.

Qualifications

Qualifications

• Bachelor's Degree
• Minimum five (5) years of experience supporting ServiceNow implementations or enterprise ITSM platforms.
• Demonstrated knowledge of ITIL and ITSM processes.
• Experience gathering, documenting, and managing functional requirements for enterprise systems.
• Experience supporting ServiceNow implementations across multiple modules or platform capabilities.
• Demonstrated ability to analyze multiple solution approaches and advise leadership on functional and operational implications.
• Strong understanding of enterprise information systems including application development, integrations, security considerations, and operational support models.
• Strong leadership, facilitation, and problem-solving skills.
• Strong written and verbal communication skills with the ability to work effectively across technical and business teams.
• Certified ScrumMaster (CSM).

Desired Qualifications

• PMP certification.
• Experience supporting ServiceNow ITSM implementations.

Clearance Requirements

• Must be a US Citizen and able to obtain and maintain a Public Trust clearance.

About Acuity

At Acuity, your work matters-and so does your experience. We're a management and technology consulting firm supporting critical federal missions, where you'll have the opportunity to solve meaningful challenges, work alongside high-performing teams, and make a real impact from day one.

Why You'll Love Working Here:

Grow Your Career, Your Way
We invest in you with personalized development plans, mentorship, and up to $3,000 annually for training and certifications and up to $3,000 for degree seeking programs-so you can keep building the career you want.

Be Part of Something Innovative
You'll work on cutting-edge solutions that support important government missions, in an environment that encourages new ideas and continuous improvement.

Thrive in a People-First Culture
Collaboration, respect, and support aren't just values-they're how we operate. Your voice is heard, your contributions are recognized, and your success is shared.

Feel Valued and Rewarded
We offer competitive compensation, comprehensive benefits, and a strong focus on work-life balance so you can perform at your best-at work and at home.

Join an Award-Winning Team
Our employees consistently rank us among the best-earning honors like Best Places to Work (Washington Business Journal, 9+ years) and Top Workplaces (The Washington Post, 2022-2025).

Bring Your Whole Self to Work
We're committed to building a diverse, inclusive environment where everyone feels respected, supported, and empowered to succeed.

Make Your Impact

Join Acuity and be part of a team where your ideas are valued, your growth is supported, and your work drives meaningful outcomes.

Learn more:

Acuity is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Recruiting Scams and Fraud

Acuity Inc. has been made aware of fraudulent job postings and individuals impersonating company recruiters. These scams may include fake job offers, requests for sensitive personal information, or demands for payment.

Please note:

• Acuity never asks candidates to pay for job applications, equipment, or training.
• All official communications will come from an @myacuity.com email address.
• If you are unsure about a job posting or recruiter, please verify the opportunity on our Careers page .

If you believe you have been targeted by a scam or have concerns about the authenticity of a job listing claiming to represent Acuity Inc., please contact us at View email address on click.appcast.io . Protecting your security and trust is important to us.

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