Lead ServiceNow Developer (353)

Description

OVERVIEW

iTech AG is seeking an experienced Lead Developer / Sr. Technical Consultant to serve as the primary technical lead on a complex ServiceNow engagement supporting a federal agency customer. This role is responsible for the end-to-end design, configuration, and delivery of ServiceNow solutions spanning AI and Now Assist activation, ITSM workflow engineering, and ITOM/CMDB assessment and implementation. Beyond hands-on platform delivery, this role carries an advisory responsibility - translating client operational requirements into scalable, maintainable ServiceNow capabilities and guiding junior team members through controlled multi-environment promotion cycles. The successful candidate will serve as the primary technical point of contact for client stakeholders and the engagement delivery lead. The ideal candidate combines deep ServiceNow platform expertise across ITSM, AI features, and ITOM with strong communication skills, federal delivery experience, and a configuration-first implementation philosophy.

RESPONSIBILITIES

• Lead activation and configuration of Now Assist features within the client production environment, including incident summarization, AI-assisted resolution note generation, and generative AI prompt tuning aligned to client operational standards

• Implement and expand AI Search capabilities, including document indexing configuration and Knowledge Base governance controls such as content freshness workflows and review triggers

• Lead configuration-first ITSM implementations emphasizing out-of-the-box ServiceNow capabilities; design and enforce CI linkage on Incident and Change records and execute legacy data cleanup and field rationalization

• Manage structured environment promotion across development, test, and production instances, including test scripts, validation checklists, and security and data-handling sign-offs

• Develop and maintain Flow Designer automations, service catalog items, workflow configurations, Business Rules, UI Policies, Client Scripts, and Script Includes aligned to client requirements

• Conduct targeted assessments of client ITOM and CMDB environments, evaluating Discovery configuration, IRE reconciliation rules, data quality, and third-party data ingestion patterns from sources such as network management, MDM, and endpoint platforms

• Produce assessment findings and prioritized remediation backlogs to inform future-phase planning and level-of-effort estimates

• Define and maintain AI output validation standards; test AI-driven outputs for accuracy, security, and compliance prior to each production promotion cycle

• Serve as primary technical point of contact for client IT stakeholders, facilitating technical working sessions and presenting findings and recommendations clearly to non-technical audiences

• Provide technical mentorship, task direction, and peer review for the Senior Developer assigned to the engagement

• Produce delivery status reports, risk logs, and milestone artifacts aligned to engagement timelines and SOW commitments

• Adhere to established platform governance, change management, security review, and quality assurance processes throughout the engagement lifecycle

QUALIFICATIONS

• Five to seven years of hands-on ServiceNow platform implementation and consulting experience in enterprise or federal environments

• Deep expertise across ITSM, Now Assist and generative AI capabilities, ITOM, and CMDB on current ServiceNow releases

• Proven track record managing multi-instance environments with structured, controlled promotion workflows

• Hands-on experience configuring Now Assist, AI Search, or equivalent generative AI features within the ServiceNow platform

• Experience with CMDB health assessment, IRE configuration, Discovery setup, and third-party data ingestion integration

• Proficient in JavaScript for server-side scripting including Business Rules and Script Includes; GlideRecord and REST API integration experience

• Demonstrated ability to present technical findings and recommendations to enterprise or government stakeholders clearly and confidently

• Experience working in Agile or structured delivery models including sprint execution, backlog management, and release planning

• Strong written communication skills for technical design documentation, configuration guides, and delivery artifacts

PREFERRED QUALIFICATIONS

• ITOM Pro or equivalent advanced domain certification

• Prior experience delivering ServiceNow engagements within federal agencies or highly regulated environments subject to frameworks such as NIST, FISMA, or FedRAMP

• Demonstrated experience designing and executing AI feature rollouts including Now Assist activation, prompt governance, and AI output quality frameworks

• Experience supporting ITOM Discovery scope expansion and network visibility improvement initiatives including integration with third-party data sources

• Experience integrating ServiceNow with external systems using IntegrationHub, REST APIs, or automated data ingestion patterns

• Performance Analytics or Platform Analytics experience including KPI creation, indicator sources, and dashboard design for executive-level reporting

EDUCATION

• Bachelor's Degree or equivalent years of experience

• ServiceNow Certified System Administrator (CSA)


• Certified Application Developer (CAD)


• Certified Implementation Specialist - IT Service Management (CIS-ITSM)


• Second CIS certification in a relevant domain (ITOM, Discovery, HAM, SAM or equivalent)

SECURITY

• Ability to obtain and maintain public trust

• Pursuant to government contracts, US Citizenship is required

iTech AG is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, disability, protected veteran status, or any other characteristics protected by applicable federal, state, or local laws.

iTech AG is committed to working with and providing reasonable accommodations to individuals with disabilities. Individuals with a disability who would like to request an accommodation for any part of our employment process should email their request to [email protected]. Please address the subject line as Accommodation Request and include your name, contact information, and a description of your accommodation request.