REQUIRED EXPERIENCES AND CERTIFICATIONS

5+ years of experience implementing ServiceNow solutions.
ServiceNow Certified System Administrator
US Citizenship is required (required by the federal government for this position).
Must have a current Public Trust or Secret Clearance and be able to obtain a DHS Public Trust clearance.
MUST RESIDE IN THE United States (U.S.) and the work MUST BE PERFORMED in the United States (U.S.), as this work is for a federal contract and laws do apply.
Job Location: This position requires that the job be performed in the United States. If you accept this position, you should note that ICF does monitor employee work locations, blocks access from foreign locations/foreign IP addresses, and also prohibits personal VPN connections.

YOUR RESPONSIBILITIES INCLUDE:

• Solution Discovery & Design: Work closely with Solutions Architects and Business Analysts to understand and document the business outcomes and functional requirements and translate them into effective ServiceNow solution designs.
• Technical Implementation: Collaborate with cross-functional teams to implement ServiceNow solutions to align with the designed requirements and ensure solutions meet industry best practices. Develop and maintain complex scripts, business rules, and UI policies.
• Data Migration: Support data migration design and activities from legacy systems to ServiceNow, ensuring data accuracy and consistency during the transition. Validate that data is migrated to the most beneficial ServiceNow data structures, leveraging out-of-the-box data schemas before designing custom tables and fields.
• Integration Management: Assist architects and senior developers in the integration of ServiceNow with other systems and applications to create seamless end-to-end processes.
• Technical Documentation: Create detailed documentation of configurations, customizations, data schemas, and other technical decisions for future reference.
• 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 to ensure the solution meets the desired outcomes.
• 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, addressing inquiries, and resolving 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.
• Security and Compliance: Adhere to security best practices and ensure that implemented solutions meet relevant compliance requirements.
• Continuous Learning: Stay updated on the latest ServiceNow features, enhancements, and best practices to enhance the quality of implementations and maintain expertise in the platform. Continue certification and training process to meet Practice standards and growth areas and contribute to the continued success of the team.
• Mentorship: Provide technical guidance to Associate ServiceNow Developers. Support the growth of other Practice members to meet the needs of their role, the business, and future growth opportunities. Share solutions and lessons learned with the Practice.
• Collaboration and Communication: Work closely with project managers, other implementation specialists, and stakeholders to ensure seamless project coordination and effective, regular communication, including risks, issues, successes, and overall project status.

VALUABLE SKILLS FOR THIS ROLE

The ideal candidate will also have:

Certified in one or more additional mainline certifications, with preference for:

• ServiceNow Certified Application Developer
• Certified Implementation Specialist – Human Resources
• Certified Implementation Specialist – Customer Service Management
• Certified Implementation Specialist – Discovery
• Certified Implementation Specialist – Software Asset Management
• Certified Implementation Specialist – Project Portfolio Management
• Hands-on experience (>480 hours each) configuring or building 5 or more ServiceNow applications.
• In-depth knowledge of ServiceNow platform capabilities, modules, and best practices
• Current DHS Public Trust
• Familiarity with ITIL processes and IT Service Management (ITSM) principles
• Strong scripting skills in JavaScript and GlideScript
• Strong technical skills, including workflow configuration, and business rule development.
• Experience in customizing UI and creating complex workflows.
• An understanding of integration techniques with external systems
• Experience troubleshooting and resolving technical issues.
• Detail-oriented tendencies with excellent problem-solving and analytical abilities.
• The ability to work effectively in a team-oriented, collaborative environment.

• Excellent communication and interpersonal skills, with the ability to interact with clients and internal teams professionally.