Description:

The Bureau of Economic Analysis (BEA) within the Department of Commerce seeks an experienced IT Subject Matter Expert (SME) specializing in ServiceNow to lead, advise, and support the development, integration, and optimization of ServiceNow solutions. The SME will serve as a trusted advisor to BEA stakeholders, ensuring that ServiceNow is leveraged effectively to support mission-critical IT operations, service management, and workflow automation.

• Serve as the technical and functional expert for ServiceNow platform implementation, configuration, and optimization within BEA.
• Provide guidance on ServiceNow ITSM modules (e.g., Incident, Problem, Change, Asset, CMDB, Service Catalog, Knowledge, and Request Management).
• Support design, configuration, and customization of ServiceNow applications and workflows to meet BEA business and technical requirements.
• Collaborate with stakeholders to gather requirements, develop use cases, and ensure alignment with BEA’s IT strategy.
• Conduct system upgrades, patching, and platform migrations to maintain compliance, stability, and performance.
• Enforce ServiceNow best practices, governance policies, and security standards, ensuring integration with BEA systems and federal compliance requirements.
• Provide technical leadership for automation initiatives leveraging ServiceNow and other IT management platforms.
• Mentor and train BEA IT staff on ServiceNow functionality, capabilities, and administration.
• Prepare technical documentation, reports, and recommendations for BEA leadership regarding ServiceNow improvements and optimization.
• Troubleshoot and resolve complex ServiceNow issues, coordinating with vendor support when necessary.

Requirements:

EDUCATION

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related discipline.
• Master’s degree preferred but not required.

EXPERIENCE

• Minimum 7–10 years of experience in IT, with at least 5 years of hands-on ServiceNow experience.
• Proven track record implementing and managing ServiceNow within federal or enterprise environments.
• Experience with ServiceNow ITSM, ITBM, or ITOM modules.
• Familiarity with federal IT security standards (e.g., FISMA, NIST) and compliance requirements.

SKILLS

• Strong technical expertise with ServiceNow workflows, automation, and integrations.
• Ability to translate business requirements into technical solutions.
• Excellent communication and collaboration skills for interfacing with government stakeholders and technical teams.
• Strong analytical and problem-solving skills.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Teams, Visio).

Please refer the Job description for details