Senior ServiceNow SAM Developer (Remote)

*We are open to supporting 100% remote work anywhere within the U.S.*

Our Digital Modernization and Experience Group is growing, and we are looking for a talented, highly motivated Lead ServiceNow Software Asset Management Developer to join our ICF’s Digital Modernization Division.  You will be responsible for helping government clients plan, manage, and execute their most complex digital transformation programs.  Also, you will be responsible for helping clients define their overall implementation goals and implementing technology solutions.

As a motivated Lead ServiceNow Software Asset Management Developer, you play a pivotal role in successfully leading the technical implementation of ServiceNow. In this role, you will lead key collaborative client discussions to understand current and desired business processes and identity success criteria. Your technical expertise and leadership, attention to detail, and commitment to excellence will contribute significantly to the success of our projects and the satisfaction of our clients.

You will be part of an established team supporting our federal client in Washington, DC.

The Team:

CMS Office of Information Technology would like to continue to leverage the SNOW platform to achieve greater operational efficiencies through automating manual business processes and more real-time reporting and analytics to improve staff productivity, identify opportunities for improvement and issues requiring resolution, and improve the end-user experience.  Specifically, CMS would like to leverage the full ServiceNow capabilities to meet the needs of this demand. This effort aims to provide the human center design-based architecture and implementation support for CMS to leverage ServiceNow to improve the end-user experience, automate business processes, enable real-time collection of data, analysis, monitoring, and reporting, and ultimately improve business operations and effectively utilize resources.   Moreover, the goal is to assist CMS in capturing, rationalizing, consolidating, migrating, and modernizing its legacy business management applications portfolio to a standardized modern platform that provides easy integration with other CMS technology platforms; research, develop, and prototype new requirements.

The Work

The qualified candidate will support ServiceNow Service Portal and Software Asset Management development.

Position Responsibilities: 

• Solution Configuration: Work closely with Solutions Architects and Business Analysts to understand the functional requirements and translate them into effective ServiceNow configurations. Configure and customize ServiceNow applications and modules to align with client's needs and industry best practices.

• Technical Implementation: Collaborate with cross-functional teams to implement ServiceNow solutions. This includes setting up workflows, business rules, user interfaces, and automation to ensure smooth and efficient operation.

• 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.

• Data Migration: Facilitate data migration activities from legacy systems to ServiceNow, ensuring data accuracy and consistency during the transition.

• Integration Management: Assist in integrating ServiceNow with other systems and applications to create seamless end-to-end processes.

• User Training and Documentation: Provide end-user training to ensure a smooth adoption of the implemented solution. Create detailed documentation of the configuration and customization for future reference.

• Change Management: Support change management efforts by assisting 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.

• Collaboration and Communication: Work closely with project managers, other implementation specialists, and stakeholders to ensure seamless project coordination and effective communication. Must be engaging, and able to handle client-facing calls to assist end-use