ServiceNow Administrator (Remote MD DC VA area)

***Must be local to Maryland, DC, and Virginia Areas—currently remote, but within commuting distance of Rockville***

The Digital Modernization division of ICF is seeking a motivated ServiceNow Administrator. In this role, you will assist the ServiceNow Platform team with administration of the platform, including configuration, customization, troubleshooting errors, remedying incidents, and conducting root-cause analysis. 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.

Our Digital Modernization division is an information technology and management consulting department that offers integrated, strategic solutions to its public and private-sector clients. ICF has the expertise, agility, and commitment to design, build, and operate high-performance IT engines to support all aspects of our client’s business.

What you will be doing:

• Implementation Support: Implement enhancements based on priority given by platform owner; conduct code reviews and ensure adherence to best practices. Collaborate with cross-functional teams and implement solutions that align with the designed requirements and ensure solutions meet industry best practices. Develop and maintain advanced scripts, business rules, and client scripts.

• 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. Troubleshoot errors and remedy incidents that are assigned to the Platform Queue inclusive of user access, integrations, scripting, etc. Conduct root cause analysis and provide work arounds for platform issues.

• Integration and Automation: Support seamless integrations with third-party systems for process automation and data consistency. 

• Performance Optimization: Identify and address system bottlenecks, enhancing overall performance. Collaborate with solutions architects to analyze platform performance, design optimization strategies, and implement performance and security improvement configurations, contributing to the overall stability, efficiency, and security of ServiceNow solutions.

• 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.

• 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.

• Documentation and Knowledge Sharing: Create technical documentation and foster knowledge sharing within the team. 

• Continuous Learning: Stay updated on ServiceNow advancements and industry trends. 

• Client Relationships: Understand client needs, provide guidance, and exceed expectations. 

Remote however will need to come into the office in Rockville, MD when needed for meetings

What you must have:

• Bachelor’s Degree from an accredited institution

• 3+ years’ experience implementing ServiceNow solutions.

• ServiceNow Certified System Administrator certification

• US Citizenship or a Green card is required due to federal contract requirements.

• Must be able to obtain Public Trust clearance. 

Remote however will need to come into the office in Rockville, MD when required for meetings

Job Location: This position requires that the job be performed in the United States. If you accept this position, you should note that ICF monitors employee work locations, blocks access from foreign locations/foreign IP addresses, and prohibits personal VPN connections.

Desired Skills: 

• In-depth knowledge of ServiceNow platform capabilities, modules, and best practices

• Familiarity with ITIL processes and IT Service Management (ITSM) principles

• In-depth knowledge of scripting languages, including JavaScript and GlideScript