Senior ServiceNow Developer / ITSM Solutions Consultant

Senior ServiceNow Developer / ITSM Solutions Consultant We are seeking a Senior ServiceNow Developer / ITSM Solutions Consultant to serve as a high-impact, strategic partner between our client's business stakeholders and technology teams in Washington, D.C. This hybrid role bridges the gap between technical execution and business strategy, combining advanced ServiceNow development with business analysis, process optimization, and cutting-edge AI enablement. The successful candidate will champion the transformation of ServiceNow into an enterprise-wide service delivery engine, leveraging ITSM Pro, Automation, and Now Assist (AI) capabilities to drastically improve employee experiences, streamline workflows, and drive operational efficiency. Key Responsibilities Strategic Advisory & Business Analysis: Act as the primary liaison between business stakeholders and technical teams to gather, analyze, and document complex business requirements. Process Optimization: Evaluate existing business processes and design scalable, modern workflows that maximize the value of Enterprise Service Management (ESM). Core Platform Development: Configure, customize, and develop robust solutions within the ServiceNow platform, ensuring alignment with architectural best practices. AI & Automation Drive: Lead the adoption and implementation of ServiceNow's advanced features, including ITSM Pro, Automation, and AI-driven capabilities via NowAssist. Solution Architecture: Translate high-level business objectives into technical designs that are scalable, maintainable, and minimize technical debt. Change & Adoption Support: Facilitate platform training, create documentation, and support organizational change management to ensure high user adoption of new features. Qualifications Experience: Minimum of 5–7 years of hands-on experience in ServiceNow development, configuration, and implementation, with a proven track record in a senior or consultative role. Technical Expertise: Deep knowledge of the ServiceNow ITSM suite, workflow configuration, scripting (JavaScript), and integration points. AI & Advanced Features: Direct experience or strong working knowledge of ServiceNow ITSM Pro features, automation tools, and Generative AI capabilities (NowAssist). Consultative Skills: Exceptional business analysis, requirements gathering, and stakeholder management skills, with the ability to articulate technical concepts to non-technical audiences. Education & Certifications: Bachelor's degree in Computer Science, Information Systems, or a related field; ServiceNow Certified Application Specialist (CAD) or Certified Implementation Specialist (CIS-ITSM) strongly preferred. Location/Clearance: Ability to work on-site/hybrid in the Washington, D.C. area (and meet any specific client-side clearance or public trust requirements if applicable). Delan Associates Inc