Senior ServiceNow Developer (Remote)

Job Description

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

The Digital Modernization division of ICF is seeking a motivated Lead ServiceNow Developer. In this role, you will assist the ServiceNow Platform team with governance of the platform, including development of new functionality and integrations, small customization, configuration, troubleshooting errors, remedying incidents, and conducting root-cause analysis. This role is client facing and all team members are expected to champion tasks, interface with customers and have a high level of logistical skill that wouldn’t necessarily be needed on a regular developer role.

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. Some work may be required to be performed at a client site in Rockville, MD.

As a Senior or Lead ServiceNow Developer you play a pivotal role in successfully leading the design and deployment of ServiceNow solutions for our clients. In this role, you will lead the design, configuration, customization, and implementation of ServiceNow applications to meet specific business requirements. 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.

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.

• Integration and Automation: Support existing ServiceNow integrations and work with the team on any future integrations that the client needs.

• Enhancement Requests: Design, develop and support the promotion process of individual enhancement requests across the platform.

• Deployment Management: All developers are expected to occasionally support weekly platform deployments from various development teams, a firm grip of update set management and promotion is needed. There is also potential to input on a redesign of the promotion process.

• 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.

• Performance 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.

• 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.

• Road Mapping: Support Platform Architects in designing and planning for major road mapping items, including upgrades, clone downs and major initiatives.

• Citizen Development Support: Partner with Citizen developers to automate business tools at an accelerated pace. This would be to help with AEMC governance, handovers between citizen development and pro-development and promotion to production.

• 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.

• Continuous Learning: Stay updated on ServiceNow advancements and industry trends in order to advise client of new features and functionality. 

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

What you must have:

• 5+ years’ experience implementing ServiceNow solutions.

• ServiceNow Certified System Administrator Certification.

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

• Mus