Platform Operations Lead

Our Digital Modernization and Experience Group is growing, and we are looking for a talented, highly motivated ServiceNow Platform Operations Lead 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.  We are looking for a ServiceNow Platform Operations Lead who will be responsible for helping clients define their overall implementation goals and implementing technology solutions.

As a ServiceNow Platform Operations Lead you play a pivotal role in successfully leading the technical implementation of the ServiceNow solutions for our clients. 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.

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 lead the design of complex, effective ServiceNow solutions that align to those needs.
• Technical Implementation: Collaborate with cross-functional teams and lead the implementation of ServiceNow solutions that align with the designed requirements and ensure solutions meet industry best practices.
• Integration Management: Assist architects in the design and integration of ServiceNow with other systems and applications to create seamless end-to-end processes.
• System Optimization: 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.
• Technical Assessment: Manage dependencies across platform and technology teams to deliver transparency and visibility for key deliverables.
• Delivery Management: Support scope (requirements)/ backlog management, quality management and risks and issues management. Drive continuous improvement, defect prevention/ change journeys as part of a delivery engagement.
• Change Management: Stakeholder Management (internal/ client) up to the Director/ VP career stage while ensuring high levels of client satisfaction. Support change management efforts by assisting senior developers, architects, and users during the transition period, addressing inquiries, and resolving issues promptly.
• Best Practices: Contribute to the development of ICF’s best practices and standards. Adhere to security and implementation 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 and 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: Build positive relationships with supplier partners & external stakeholders to deliver software, co-ordinate rollouts or installations, or professional services. Collaborate with stakeholders to assess project requirements, review strategies, implementation and governance. 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. support for the escalation and communication of status to agency management and internal customers.
• Corporate Growth: Support the development of client roadmaps and solution demonstrations to identify and foster new opportunities for ICF services and ServiceNow licenses sales. Although not required, it is encouraged to support proposals (“bids”) for new opportunities, including oral presentations and written technical proposals.

Required Experiences and Certifications

• 5 or more years of experience implementing and/or supporting ServiceNow solutions
• 5 or more years of experience working with an Agile implementation framework.
• ServiceNow Certified System Administrator
• 3 or more years of experience working and developing with JavaScript - HTML5, Jelly, jQuery, and AngularJS. 
• 3 or more years of Integration exper