Senior ServiceNow ITSM Change Management SME (Remote) NI

*We are open to supporting 100% remote work anywhere within the continental US *

The Work: ICF’s Digital Modernization and Experience (DMX) Division is a rapidly growing, entrepreneurial, technology-driven department, seeking a Change Management SME who will serve as a key member of the IT Service Management (ITSM) team and will be responsible for overseeing, coordinating, and continuously improving the organization’s Change Management processes. This role requires both strong process management skills and a solid understanding of enterprise technology environments. The successful candidate will ensure that changes to infrastructure, applications, and services are implemented in a controlled, compliant, and efficient manner while minimizing operational risk.

The position requires hands-on experience with ServiceNow and the ability to collaborate with technical teams across multiple disciplines to evaluate change requests, enforce governance requirements, and support the maturation of the organization’s change management practices for our Federal clients.

This position functions as a Subject Matter Expert (SME) for Change Management and will operate as a highly independent role responsible for providing strategic and technical guidance to the organization. The selected candidate is expected to bring senior-level expertise in IT Service Management and Change Management practices and serve as a trusted advisor to government stakeholders.

Local candidates may be expected to work at the client site in Rockville, MD, at least 1-2 days per week.

What You Will Do:

• Coordinate and facilitate recurring SCRUM and Change Advisory Board (CAB) meetings, utilizing the ServiceNow Module and CAB Workbench to manage agendas, track changes, and document meeting outcomes.

• Develop and maintain the weekly SCRUM and CAB agendas using ServiceNow Change Definitions to establish and manage recurring meeting schedules.

• Create and maintain reports, dashboards, and performance metrics within ServiceNow, leveraging Platform Analytics to support Change Management Critical Success Factors (CSFs) and Key Performance Indicators (KPIs).

• Develop, maintain, and update User Acceptance Testing (UAT) test cases for ServiceNow workflows related to the Change Management module and other associated custom workflows. Responsibilities include documenting testing procedures and validation steps, though not writing underlying scripts.

• Conduct User Acceptance Testing (UAT) for ServiceNow platform upgrades and custom update sets that impact the Change Management module or other change-related functionality.

• Develop training materials and deliver user training related to change management processes and ServiceNow functionality.

• Support the organization in maturing its Change Management processes, including expanding change governance to cover application releases and deployments, not solely infrastructure changes.

• Develop, document, and continuously improve Change Management procedures, policies, and operational processes, to include the ability to create and maintain knowledge articles within the ServiceNow Knowledge Management module and ensure documentation is clear, accurate, and accessible.

• Serve as a governance gatekeeper for the change process by ensuring change requests meet all required standards prior to CAB review. This includes validating that:

  • Change requests are completed accurately and contain sufficient implementation details.

  • Configuration Items (CIs) are properly identified.

  • Applications are appropriately registered within the Configuration Management Database (CMDB).

  • Required security and compliance requirements have been addressed prior to review and approval.

• Apply and enforce ITIL Change Management principles and best practices to ensure consistency, accountability, and operational stability.

What You Will Bring With You:

• Bachelor’s degree in computer science, information technology, or a related field or equivalent work experience

• 6+years of experience ITSM & ITIL Knowledge: Strong understanding of IT Service Management processes and ITIL frameworks.

• 4+ years of experience with Change management

• 3+ years of ServiceNow experience

• ITIL Foundation certification.

• US Citizen or Green Card Holder due to federal contract requirements

• Candidate must be able to obtain and maintain a Public Trust

• Candidate must reside in the U.S., be authorized to work in the U.S., and all work must be performed in the U.S.

• Candidate must have lived in the U.S. for three (3) full