Description

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 Now Assist.
• 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 (Now Assist).
• 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)

Key Skills

Education

Bachelor's degree