ICF is looking for a Senior ServiceNow ITSM/CMDB Implementer/Developer. In this remote role, you will be responsible for designing, configuring, and implementing the ServiceNow platform with a focus on ITSM, CMDB, and ITIL best practices for our federal clients. You’ll define product roadmaps, collaborate with stakeholders, and ensure data governance and quality within the ServiceNow CMDB.
What You'll Do
- Define, prioritize, and communicate the vision and roadmap for CMDB products and services.
- Collaborate with ITSM process owners and stakeholders to elicit and validate requirements using agile methodologies.
- Design, configure, and implement the ServiceNow ITSM platform to meet client requirements.
- Design and develop CMDB data models, CI Classes, and relationships aligned with the Common Service Data Model (CSDM).
- Establish and enforce CMDB governance frameworks, reconciliation processes, and data quality standards.
- Design, configure, and maintain ServiceNow Discovery for all classes.
- Troubleshoot discovery errors and resolve CI population and reconciliation issues.
- Design, develop, and deploy Service Mapping for all CMDB classes populated through Discovery.
- Configure and connect Cloud Discovery for AWS.
- Collaborate with application and infrastructure teams to validate service architectures and create accurate service maps.
- Assess subscription unit usage and forecast future needs.
- Establish a data certification/attestation process for CMDB stakeholders.
- Migrate CMDB data from CSDM 3 to CSDM 5.
- Maintain CMDB accuracy through automated scripts, IRE policies, and misclassification cleanup.
- Develop and implement CMDB data audits and validation methodologies.
- Track and manage Service Accounts and Privileged Accounts.
- Finalize Certificate Management capabilities in the CMDB.
- Integrate the CMDB with Hardware and Software Asset Management modules.
- Connect the ServiceNow Configuration Management module with Flexera Data Platform.
- Create Standard Operating Procedures (SOPs) for completed work.
- Develop dashboards and reports to support monitoring, auditing, and decision-making.
- Collaborate with cross-functional teams to align CMDB processes with ITSM and ITOM best practices.
- Contribute to platform upgrades, testing, and validation.
- Advance and mature the CMDB workspace.
- Transition the CMDB project from the walk stage to the fly stage.
What We're Looking For
- Bachelor’s degree in computer science, information technology, or a related field, or equivalent work experience.
- ServiceNow Certified System Administrator (CSA).
- 5+ years of experience implementing Discovery, Service Mapping, Integrations, and CSDM Migration on the ServiceNow Platform.
- 6+ years of experience in ITSM & ITIL Knowledge: Strong understanding of IT Service Management processes and ITIL frameworks.
- 6+ years of experience and proficiency in JavaScript, REST/SOAP APIs, HTML, CSS, and web services.
- US Citizen or Green Card Holder due to federal contract requirements.
- Must reside in the United States (U.S.) and the work must be performed in the United States (U.S.).
Nice to Have
- ServiceNow Certified Application Developer (CAD).
- ServiceNow Certified Implementation Specialist (CIS) - ITSM.
- Local- MD, DC, VA candidates preferred to be able to attend meetings in the Rockville, MD, client office as needed.
Technical Stack
- ServiceNow, ITSM, CMDB
- JavaScript, REST APIs, SOAP APIs, HTML, CSS
- Common Service Data Model (CSDM), Flow Designer, Integration Hub
- AWS
Team & Environment
This role is part of ICF’s Digital Modernization Division.
Benefits & Compensation
- Compensation Range: $98,124.00 - $166,810.00
Work Mode
This is a remote position with work to be performed in the United States.
We are an equal opportunity employer. We will consider for employment qualified applicants with arrest and conviction records.
