ServiceNow Configuration Manager

Role Description

Please note: This role is contingent upon a contract award. While it is not an immediate opening, we are actively conducting interviews and extending offers in anticipation of the award.

As a Senior ServiceNow Configuration Manager, you play a pivotal role in successfully leading the design and deployment of ServiceNow solutions for our clients. In this role, you will lead the design, configuration, customization, and implementation of ServiceNow applications to meet specific business requirements. Your technical expertise and leadership, attention to detail, and commitment to excellence will contribute significantly to the success of our projects and the satisfaction of our clients.

Job Location: Remote work is authorized within the United States. Must support US Eastern time zone working hours.

• Solution Discovery & Design:
  • Work closely with Solutions Architects and Business Analysts to understand and document the business outcomes and functional requirements.
  • Lead the design of complex, effective ServiceNow solutions that align to those needs.
• Technical Implementation:
  • Collaborate with cross-functional teams and lead the implementation of ServiceNow solutions that align with the designed requirements.
  • Ensure solutions meet industry best practices.
  • Develop and maintain advanced scripts, business rules, and client scripts.
• Data Migration:
  • Support data migration design and activities from legacy systems to ServiceNow.
  • Ensure data accuracy and consistency during the transition.
  • Validate that data is migrated to the most beneficial ServiceNow data structures.
• Integration Management:
  • Assist architects in the design and integration of ServiceNow with other systems and applications.
  • Create seamless end-to-end processes.
• System Optimization:
  • Collaborate with solutions architects to analyze platform performance.
  • Design optimization strategies and implement performance and security improvement configurations.
• Technical Documentation:
  • Validate the completeness of the team’s documentation of configurations, customizations, data schemas, and other technical decisions.
• Testing and Quality Assurance:
  • Conduct thorough testing of ServiceNow configurations to validate functionality, data integrity, and user experience.
  • Address any issues and perform necessary adjustments.
• User Training:
  • Support end-user training to ensure a smooth adoption of the implemented solution.
• Change Management:
  • Support change management efforts by assisting senior developers, architects, and users during the transition period.
  • Address inquiries and resolve issues promptly.
• Incident and Problem Resolution:
  • Troubleshoot and resolve technical issues related to ServiceNow implementations.
  • Collaborate with support teams to provide timely resolution to incidents and problems.
• Best Practices:
  • Contribute to the development of ICF’s best practices and standards.
  • Adhere to security and implementation best practices.
• Continuous Learning:
  • Stay updated on the latest ServiceNow features, enhancements, and best practices.
  • Continue certification and training processes to meet Practice standards and growth areas.
• Mentorship:
  • Provide technical guidance to Associate ServiceNow Developers and ServiceNow Developers.
  • Support the growth of other Practice members.
• Collaboration and Communication:
  • Work closely with project managers, other implementation specialists, and stakeholders.
  • Ensure seamless project coordination and effective communication.
• Corporate Growth:
  • Support the development of client roadmaps and solution demonstrations.
  • Identify and foster new opportunities for ICF services and ServiceNow licenses sales.

Qualifications

• 5+ years of experience implementing ServiceNow solutions.
• 3+ years of experience with building custom applications and integrations.
• Candidate must have Secret or Top Secret Clearance.
• Must be a US Citizen, must reside in the United States, be authorized to work in the United States, and perform all work within the United States.
• Must have ServiceNow Certified System Administrator.

Requirements

• Hands-on experience (> 480 hours each) configuring or building 10 or more ServiceNow applications.
• Certified Application Developer Certification (ServiceNow).
• Experience with using and configuring ServiceNow AI features such as the Control Tower, AI Agents, integrations with other Generative and Agentic AI Tools.
• In-depth knowledge of ServiceNow platform capabilities, modules, and best practices.
• Familiarity with ITIL processes and IT Service Management (ITSM) principles.
• In-depth knowledge of scripting languages, including JavaScript and GlideScript.
• Strong technical skills, including workflow configuration and business rule development.
• Expertise in designing and implementing complex workflows.
• The ability to independently create and manage integrations with external systems.
• Strong problem-solving skills and ability to innovate solutions.
• Detail-oriented tendencies with excellent problem-solving and analytical abilities.
• The ability to work effectively in a team-oriented, collaborative environment.
• Excellent communication and leadership abilities.
• Understanding of performance optimization techniques.

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.
• We are an equal opportunity employer.
• Reasonable Accommodations are available for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs.