iTech AG

ServiceNow

• Design, configure, and develop solutions across the ServiceNow platform in alignment with federal requirements and platform governance standards
• Lead implementation and enhancement of ServiceNow IRM capabilities, including Policy Management, Compliance Management, Controls, and related governance workflows
• Design and implement complex workflow-driven solutions using Flow Designer, workflow automation patterns, approvals, task orchestration, escalations, and exception handling logic
• Develop and maintain custom applications, scoped development, business rules, UI policies, client scripts, script includes, ACLs, and integrations as required
• Develop and maintain custom UI components and front-end logic using JavaScript, HTML, and ServiceNow UI frameworks (UI Builder, Service Portal, UI Policies, Client Scripts) as needed
• Build and enhance advanced IRM process automation, including control testing workflows, risk acceptance workflows, issue remediation tracking, and compliance evidence collection processes
• Support development and implementation of Performance Analytics / Platform Analytics dashboards, KPIs, and reporting for risk and compliance visibility (preferred)
• Work closely with business analysts, architects, project managers, and federal stakeholders to ensure requirements are clearly understood, validated, and implemented
• Adhere to established platform governance, change management, security review, and quality assurance processes
• Provide technical input during requirements discussions to drive feasible, secure, and maintainable solutions
• Support documentation efforts, including technical design artifacts, configuration guides, workflow diagrams, and operational support documentation
• Support later-phase rollout and configuration of IRM functionality including Policy and Compliance Management and Audit Management, ensuring alignment with industry best practices and federal audit readiness expectations
• Other duties as assigned

ServiceNow IRM Developer

• Perform day-to-day ServiceNow system administration activities
• Manage users, groups, roles, and access controls
• Configure and maintain forms, lists, UI policies, and basic workflows
• Support incident, request, change, and knowledge processes
• Monitor system health and assist with basic troubleshooting and issue resolution
• Apply platform updates, patches, and configurations under guidance from senior team members
• Support platform governance and configuration management processes
• Assist with testing and validation of new features and enhancements
• Document configurations, procedures, and standard operating processes
• Participate in Agile ceremonies as part of the delivery team
• Ensure platform activities align with federal security and compliance requirements

ServiceNow System Administrator

• Design, develop, and configure ServiceNow solutions to support federal program requirements
• Build and maintain custom applications, workflows, business rules, and UI policies
• Develop and enhance ServiceNow ITSM and/or CSM functionality
• Design, develop, and support ServiceNow portals and web-based user experiences, including Service Portal and/or UI Builder
• Collaborate with ServiceNow Architects to implement scalable, standards-based solutions
• Participate in Agile and SAFe ceremonies, including sprint planning, reviews, and retrospectives
• Perform code reviews and ensure adherence to development standards and best practices
• Support platform upgrades, patching, and performance tuning
• Troubleshoot and resolve ServiceNow defects and production issues
• Ensure configurations and customizations align with federal security and compliance requirements
• Contribute to technical documentation and knowledge sharing across the team
• Support and enhance CSM knowledge enablement through Knowledge Base integration, taxonomy improvements, and self-service experience optimizations
• Other duties as assigned

Senior ServiceNow Developer

• Serve as the Scrum Master for a Scrum team of approximately five (5) team members within a 45-person Agile Release Train (ART)
• Facilitate and lead all Scrum and SAFe ceremonies, including daily stand-ups, sprint planning, sprint reviews, retrospectives, PI planning, system demos, and ART syncs
• Act as a servant leader and Agile coach, reinforcing Scrum, Agile, and SAFe principles and best practices
• Partner closely with the Product Owner to support backlog refinement, story readiness, and prioritization
• Identify, track, and proactively help remove team-level and ART-level impediments
• Coordinate dependencies and risks with other Scrum Masters and the Release Train Engineer (RTE)
• Promote continuous improvement through retrospectives, metrics, and actionable improvement plans
• Support predictable delivery by facilitating sprint execution, capacity planning, and commitment tracking
• Monitor and report on Agile performance metrics such as velocity, burndown, and flow metrics
• Foster a culture of collaboration, transparency, accountability, and trust within the team
• Ensure adherence to federal program delivery standards and Agile governance requirements
• Support change management by helping the team adapt to evolving requirements and priorities
• Communicate status, risks, and dependencies clearly to stakeholders as appropriate

Scrum Master – ServiceNow

• Serve as the technical lead and architectural authority for the ServiceNow platform within a federal environment
• Design, define, and maintain the overall ServiceNow solution architecture, ensuring scalability, security, and compliance with federal standards
• Lead the architecture and development of ITSM, CSM, and custom ServiceNow applications
• Architect, design, and oversee the implementation of ServiceNow portals and web-based user experiences
• Design and govern REST-based integrations between ServiceNow and external systems
• Establish and enforce ServiceNow development standards, architectural patterns, and governance processes
• Provide technical leadership and mentorship to ServiceNow developers and implementation teams
• Collaborate with government stakeholders, product owners, and delivery teams to translate requirements into secure, scalable technical solutions
• Ensure platform configurations and customizations align with FedRAMP and federal security requirements
• Support platform upgrades, performance tuning, and technical debt reduction initiatives
• Participate in architecture reviews, technical design reviews, and solution validation activities
• Support and operate within Agile and SAFe delivery frameworks, including participation in PI planning, sprint planning, and backlog refinement
• Evaluate and recommend the use of ServiceNow AI capabilities where appropriate to improve efficiency and user experience
• Identify risks and proactively recommend architectural improvements to ensure long-term platform stability and maintainability

ServiceNow Architect

• Help build and enhance ServiceNow solutions
• Collaborate with experienced developers, architects, and platform owners
• Solve problems through clean configuration and scripting
• Identify risks, dependencies and propose mitigation strategies

ServiceNow Mid-Level Developer

• Support presales solutions, in-house lab development and demos
• Solve problems with end-to-end solutions in a fast-paced, Agile environment
• Design, develop, integrate, and operate ServiceNow prototypes and advanced POCs
• Engage in direct discussions with decision-makers during demo calls
• Translate prototypes into high quality, well written responses and demos
• Manage implementation roadmaps and align business needs with technical execution
• Deliver great customer outcomes and manage key customer relationships
• Mentor junior team members in demo preparation and execution
• Shape marketing strategies and align branding with corporate objectives

ServiceNow Certified Technical Architect

Support Engineer

• Participate in a 12-week ServiceNow Developer Training Program
• Hands-on development work on an internal ServiceNow Application
• Work on self-paced study program for ServiceNow certification
• Complete other assignments as assigned during the program

Technical Analyst

• Define and document business and functional requirements for ServiceNow HRSD initiatives.
• Translate HR and business needs into clear user stories, acceptance criteria, and process flows.
• Serve as the primary point of contact for HR stakeholders for HRSD-related requirements and enhancements.
• Support the definition and optimization of end-to-end HR service delivery processes (case management, employee requests, onboarding/offboarding, HR knowledge).
• Partner with HR, Legal, Compliance, and IT teams to ensure HRSD solutions align with policies, regulations, and organizational standards.
• Assist in the configuration and ongoing improvement of HRSD modules, including HR Case Management and Employee Center experiences.
• Support data quality, integrity, and reporting for HR cases, profiles, and related records.
• Participate in backlog grooming, sprint planning, and prioritization activities as a functional contributor.
• Support UAT planning and execution, including test scenario development and validation with HR stakeholders.
• Assist with change management activities, including documentation, training support, and end-user communications.

ServiceNow Business Analyst – HRSD

• Configure and implement ServiceNow Hardware Asset Management (HAM) functionality, including asset models, lifecycle states, and normalization rules.
• Develop and maintain HAM workflows and automation supporting hardware request, approval, deployment, transfer, and retirement processes.
• Integrate hardware asset data with the ServiceNow CMDB, ensuring alignment with the Common Service Data Model (CSDM).
• Configure and validate integrations with discovery and inventory sources (e.g., SCCM, ServiceNow Discovery, data imports).
• Establish and maintain relationships between hardware assets and configuration items to support ITOM Visibility and CMDB accuracy.
• Implement data quality, reconciliation, and governance controls to ensure accuracy, completeness, and compliance of hardware asset data.
• Support testing, defect resolution, and user acceptance testing (UAT) for HAM functionality.
• Develop and support HAM dashboards, reports, and documentation to enable operational visibility and stakeholder reporting.
• Participate in knowledge transfer and training activities, supporting long-term sustainment and operational readiness.

ServiceNow HAM Implementation Specialist

• Design, develop, and maintain ServiceNow integrations using IntegrationHub, REST/SOAP APIs, JDBC, MID Server, and file-based data exchanges.
• Implement and support integrations with discovery and inventory systems (e.g., SCCM, ServiceNow Discovery, cloud platforms, and legacy data sources).
• Develop and maintain Import Sets and Transform Maps to ensure accurate, normalized, and reconciled data ingestion.
• Configure and customize business rules, scripts, and integration logic to support SAM, HAM, ITOM, and CMDB data flows.
• Ensure integrations align with the Common Service Data Model (CSDM) and support CMDB data quality, relationship mapping, and reconciliation.
• Implement error handling, logging, monitoring, and retry mechanisms to ensure integration reliability and traceability.
• Support data validation, reconciliation, and quality assurance processes related to integrated data.
• Participate in functional, integration, and user acceptance testing (UAT), including defect resolution and performance tuning.
• Develop and maintain technical integration documentation, including data mappings, interface control documents (ICDs), and operational runbooks.
• Support deployment, cutover, and post-go-live integration stabilization, including troubleshooting and optimization.
• Collaborate with security, infrastructure, and application teams to ensure integrations comply with DOE cybersecurity and data protection requirements.