ServiceNow Developer

Summary

Join IT Concepts, Inc. as a ServiceNow Developer - Software Asset Management to contribute to the development and implementation of IT Service Management (ITSM), IT Asset Management (ITAM), Hardware Asset Management, and Software Asset Management functions. This role demands extensive experience in IT management, expertise in the ServiceNow platform and HAM/SAM Pro Modules, and exceptional communication skills. You will design and develop ITSM solutions, lead technical teams, provide training and mentorship, and engage with stakeholders. The position is remote within the US, supporting Eastern Time, and is expected to last 10 months. A Bachelor's degree or equivalent experience is required, along with 8 years of relevant IT experience. Public Trust Clearance is required.

Requirements

• Bachelor’s degree in computer science, business, management, information systems, engineering or related field (8 years of additional relevant experience may be substituted for education)
• 8 years of IT experience as ServiceNow Solution development or similar ITSM/ITAM/HAM-SAM Solutions, with demonstrated success on large projects
• Strong understanding of ITSM processes, systems and best practices; with proven track record of ITSM implementation at scale
• Strong interpersonal, analytical and problem-solving skills
• Excellent written & verbal communication skills, with excellent stakeholder engagement
• Ability to work with teams, but self-motivated to complete projects on your own
• Ability to communicate information and ideas so others will understand, as well as the ability to respond clearly to questions
• Aptitude to address sensitive situations and positively resolve them
• Ability to obtain and maintain Public Trust Clearance
• Ability to understand and translate complex technical requirements into implementable solutions
• Expertise in Incident Management, Problem Management, Change Management, Service Catalog, and CMDB, including performance optimization of ITSM systems
• Experience in ITSM frameworks (ITIL), Agile concepts, development, and testing methodology (SDLC)
• Experience in Hardware and Software Asset Management (HAM & SAM) and integrating ITSM solutions with other enterprise / cloud systems and applications
• Knowledge of security best practices and standards related to ITSM
• Must be US Citizen or Green Card Holder

Responsibilities

• Solution Design
• Design and develop scalable, efficient, and secure ITSM solutions that meet agency requirements
• Create detailed documentation for ITSM solutions including, but not limited to, graphical solution representations, written solutions descriptions, and facilitate / support solutions delivery
• Identify opportunities for innovation and continuous improvement in ITSM practices and technologies for solution integration
• Identify areas of risk in ITSM solutions and provide risk mitigation recommendations for implementation
• Lead technical teams in the implementation of ITSM solutions, ensuring alignment with best practices and business objectives
• Training and Mentorship
• Determine and facilitate relevant training for junior professionals and users across agency contracts
• Provide mentorship for ITSM professionals
• Stakeholder Engagement
• Collaborate with leaders, managers, and other stakeholders to gather requirements and provide technical guidance
• Build relationships with partners, vendors, agency stakeholders, and ESOM Business Operations teammates to enhance effective delivery of solutions and implementation of ITSM requirements
• Compliance & Reporting
• Develop and recommend IT standards, policies, and procedures to ensure consistency and compliance
• Understand agency compliance and reporting requirements as a part of developing solutions within the VA IT environment
• Ensure solutions are compliant with the requisite regulations and applicable industry standards
• Thought Leadership
• Remain abreast of market trends and new technologies for possible integration or enhancements into solutions

Preferred Qualifications

• Advanced degree / relevant professional certification (e.g. PMP) preferred
• Experience leading technical teams
• Relevant certifications such as ITIL, TOGAF, CISSP, or certifications in specific ITSM tools (e.g., ServiceNow Certified Implementation Specialist)
• Demonstrated success in designing and implementing ITSM solutions in large, complex environments
• Experience supporting a federal client
• Architecture experience in design, development and implementation of ServiceNow ITSM ITOM (IT Operations Management)

Benefits

• Paid time off
• Healthcare benefits
• Supplemental benefits
• 401k including an employer match
• Discount perks
• Rewards
• Education reimbursement for certifications, degrees, or professional development
• Flexibility to take a course, complete a certification, or engage in other professional growth and networking
• Funds for activities – virtual and in-person – e.g., we host happy hours, holiday events, fitness & wellness events, and annual celebrations
• Attend charity galas/events