iTech AG

ServiceNow

• Own the hands-on technical delivery of Workstream 1 — CMDB Stabilization & Governance (the lead workstream), including: Comprehensive CMDB data-quality assessment and remediation baseline across CI classes and relationship data
• Remediation of ITSM-critical CI classes through data correction, reconciliation, and alignment with HAM/SAM data sources
• Rebuild and alignment of service models for priority business and IT services using CSDM standards and stakeholder validation
• Alignment of CIs to ITSM processes and establishment of a CMDB governance framework
• Lead Workstream 2 — SAM Pro (ITAM) re-deployment, including: Detailed assessment of the failed SAM Pro deployment and analysis of existing SAM architecture, dependencies, and deployment
• A phased SAM implementation plan and re-deploy aligned to stakeholder priorities and CMDB dependencies
• Establishment of SAM governance processes and normalization of software/publisher data against the CMDB
• Support Workstream 3 — ITSM Process Automation & Operational Efficiency, including: Assessment and optimization of incident management workflows, routing logic, SLA configurations, and escalation processes
• Integration of Incident, Problem, and Change Management and evaluation of Integration Hub utilization
• Definition and prioritization of automation use cases and operational efficiency recommendations
• Support Workstream 4 — Platform Governance, including the platform-health dashboard (single-view for leadership with 5 core KPIs), process-owner assignments, and the quarterly OKR framework
• Establish ServiceNow development and configuration standards and hands-on build the most complex components — business rules, script includes, transform maps, IntegrationHub/Flow Designer automations, and Discovery/Service Mapping configuration
• Reconcile CMDB data against HAM/SAM and other authoritative sources and maintain data integrity over time
• Partner with iTech AG Business Process Consultants and the client’s platform owners on process alignment and technical governance
• Participate in Agile / Now Create ceremonies — sprint planning, backlog refinement, demos, and retrospectives — and contribute to technical documentation each sprint
• Lead code and design reviews, enforce ServiceNow platform best practices, and mentor other developers on the engagement
• Support platform upgrades, patching, and performance optimization, and troubleshoot and resolve defects and production support requests
• Operate within the restricted federal environment (Dev/Test cloned from Production, limited Production access) and submit weekly time reporting

Senior ServiceNow ITOM/ITAM Developer

• Own the end-to-end solution architecture for the Intelas NextGen CMMS on ServiceNow FSM, including solution design, data model, and the phased roadmap across modules
• Define the multi-product ServiceNow architecture spanning FSM, Enterprise Asset Management (EAM)/CMDB, Customer Service Management (CSM)/Service Portal, Virtual Agent, IntegrationHub, and AI/Now Assist
• Author and maintain the Technical Solution Document (TSD) — architecture diagrams, data model, integration patterns, and security model — and drive architecture decisions and approvals each sprint
• Architect and lead the implementation of ServiceNow FSM capabilities across the solution, including: Work Order Management, Task Management, Scheduling and Dispatch, Mobile Workforce Enablement, Customer Communication and Self-Service, Inventory and Asset Management, Route Optimization and Resource Coordination
• Define configuration standards and the design for digital work orders, field tasks, assignment rules, dispatch queues, and workflow automations
• Develop and support task bundling, questionnaires, inspection checklists, and compliance verification workflows
• Configure the work order lifecycle and dispatch model to Intelas' operating rules.
• Design, develop, and support mobile field service experiences including offline functionality and mobile work execution
• Configure time tracking, labor tracking, and field activity reporting capabilities
• Support collaboration features including chat, file sharing, and communication between dispatchers and field personnel
• Configure proactive customer communications including ETA notifications, appointment reminders, and job status updates
• Develop external customer-facing portals and web-embedded Virtual Agent experiences enabling service request submission, ticket visibility, role-based access, and downloadable PDF work order packets for customer and audit purposes
• Support Enterprise Asset Management (EAM) configuration and data migration
• Support Clinical Device Management (CDM) workflows and AI-assisted use cases

ServiceNow Architect – Field Service Management, FSM

• Lead ServiceNow implementation programs leveraging native platform capabilities for project tracking, sprint management, and delivery governance keeping execution on-platform rather than in off-platform tools
• Utilize ServiceNow to manage backlogs, sprints, stories, and release planning across concurrent workstreams
• Configure and maintain program dashboards, SLA monitors, and reporting using Performance Analytics and Predictive Intelligence to surface risks, bottlenecks, and improvement opportunities
• Oversee all contract administration to ensure full compliance with deliverables, terms and conditions, service quality standards, and applicable federal government rules, regulations, and industry standards
• Direct and manage multiple, complex, and inter-related tasks and workstreams to support task order deliverables on schedule and within scope and budget
• Monitor program performance, costs, scope, and schedules to meet program and client objectives; identify, escalate, and mitigate risks proactively
• Configure and maintain program dashboards, SLA monitors, and reporting using Performance Analytics and Predictive Intelligence to surface risks, bottlenecks, and improvement opportunities
• Serve as the authorized client interface and primary point of accountability — acting as liaison between the client, oversight manager, technical monitor, and all support services across functional business and technology offices
• Manage multiple vendors and subcontractors simultaneously across projects and operations and maintenance workstreams; supervise contractor personnel including performance feedback and day-to-day task direction
• Own all program reporting including SLA performance, financial status, and staffing; manage contractor onboarding and offboarding and ensure timely access provisioning and clearance coordination
• Advise and engage the client on key operational and strategic priorities, providing advisory support for complex challenges and ensuring on-time delivery of high-quality work products
• Build strong relationships with stakeholders
• Ensure deliverables are clear, actionable, and implementation-ready
• Coordinate and lead cross-functional teams of architects, analysts, developers, and designers across multiple workstreams; facilitate sprint ceremonies, technical reviews, and stakeholder working sessions
• Manage dependencies, risks, and issues across workstreams — escalating appropriately, driving resolution, and mentoring team members on agile practices and federal delivery norms
• Delegate and manage workstreams while ensuring consistency and quality
• Review and refine deliverables produced by supporting team members
• Other duties as assigned

ServiceNow Project Manager

• Design, configure, develop, and support ServiceNow CSM applications and workflows
• Implement and enhance Case Management, Customer Service Portals, Knowledge Management, Agent Workspace, omnichannel engagement capabilities, and Virtual Agent experiences
• Develop scalable workflows using Flow Designer, IntegrationHub, Business Rules, Script Includes, Client Scripts, UI Policies, UI Builder, and Service Portal
• Configure and support customer self-service and AI-assisted support experiences
• Build and enhance AI Agents, Virtual Agents, and automated conversational workflows within ServiceNow
• Support implementation and configuration of Now Assist for CSM capabilities
• Integrate ServiceNow with external enterprise systems, APIs, CRM platforms, telephony solutions, and Contact Center as a Service (CCaaS) platforms
• Collaborate with UX, business analysts, and stakeholders to translate requirements into scalable technical solutions
• Participate in Agile ceremonies including sprint planning, backlog grooming, demos, and retrospectives
• Support testing, deployments, upgrades, and production releases
• Troubleshoot platform defects, workflow issues, and performance bottlenecks
• Develop technical documentation, implementation guides, and knowledge transfer materials
• Follow ServiceNow development standards, governance processes, and security best practices

ServiceNow Customer Service Management Developer

• Administer and maintain ServiceNow instances across development, test, and production environments
• Configure core platform components including users, groups, roles, access controls, system properties, platform settings, and reference data
• Support platform setup for new environments and assist in foundational instance configuration
• Maintain platform stability through proactive monitoring, controlled configuration, and ServiceNow administration best practices
• Manage Role-Based Access Control, Access Control Lists, user criteria, and data visibility rules for applications such as Knowledge Management and Service Catalog
• Configure and support LDAP integration, SSO authentication, and platform security hardening activities
• Manage update sets, application promotions, and release migration activities
• Support ServiceNow Store and application repository updates, including scoped application lifecycle management
• Perform and coordinate instance cloning activities across environments
• Support platform upgrades, patching, and regression validation
• Review system logs, performance metrics, and error reports to proactively resolve issues
• Develop and execute structured test plans for platform changes
• Build and maintain Automated Test Framework test suites
• Support regression testing, validation, and User Acceptance Testing during upgrades and releases
• Maintain integrity of CMDB records, configuration items, relationships, reference data, and core platform data structures
• Administer Knowledge Management, including lifecycle, publishing, and access controls
• Ensure test evidence and documentation support audit and compliance requirements
• Support validation and troubleshooting of platform integrations, including REST/SOAP data flows as applicable
• Support platform governance processes, including change workflows, release controls, naming conventions, configuration standards, and citizen development guardrails
• Monitor instance health, respond to platform incidents, troubleshoot issues using logs and diagnostics, maintain documentation, and collaborate with developers, architects, security teams, and business stakeholders.

ServiceNow Platform Administrator

Manager

• Lead the entire contract management process, including RFP/RFQ reviews, proposal preparation and submission, contract negotiation, and contract administration through to close-out.
• Serve as the lead contracts administrator for the respective federal market contract portfolio, ensuring meticulous management and strategic oversight.
• Review and recommend contract terms and conditions to guarantee compliance with company policies, government specifications, and requirements.
• Provide expert advice to technical and program personnel on contractual rights, obligations, and best practices.
• Utilize experience in identifying, mitigating, and resolving program risks and issues to ensure proactive management and strategic resolution.
• Participate actively in program management review meetings, debriefs, and kickoff meetings, ensuring contractual aspects are aligned with program objectives.
• Negotiate, review, and draft a variety of contractual documents, ensuring adherence to industry best practices and company risk policies and procedures.
• Prepare and manage subcontractor proposals and agreements, ensuring alignment with primary contracts and program objectives.
• Navigate and utilize federal government submission portals proficiently, ensuring accurate and timely submissions.
• Contribute to proposal color team reviews, providing critical insights and recommendations to enhance proposal quality and competitiveness.
• Enforce compliance with all government regulations, corporate policies, and procedures, maintaining legal and ethical standards in all contractual activities.
• Conduct and facilitate training sessions on contract terms, FAR compliance, and contract procedures, empowering team members and stakeholders.
• Play a significant role in recommending and preparing new or revised policies, SOPs, and efficiencies related to proposals and contracts administration.
• Collaborate across multiple business functions, ensuring cohesive and integrated contract management.
• Apply experience with Federal contracts and GSA Schedules to diversify and strengthen the company's contract portfolio.
• Successfully navigates and interprets complex FAR requirements in the context of government contracts.

Contracts Manager

• Participate in a 10-week ServiceNow Developer Training Program
• Complete a self-paced study program to sit for ServiceNow certification exams
• Work on hands-on development tasks on an internal ServiceNow Application
• Demonstrate proficiency in using ServiceNow tools

ServiceNow Technical Analyst

• Design, develop, configure, and enhance ServiceNow solutions to support federal program and portfolio management requirements.
• Develop and maintain custom applications, workflows, business rules, UI policies, Flow Designer automations, and integrations.
• Collaborate with ServiceNow Architects and business stakeholders to implement scalable, standards-based SPM solutions.
• Support strategic reporting, dashboards, KPIs, and executive workspaces for portfolio visibility and decision-making.
• Participate in Agile and SAFe ceremonies including PI Planning, sprint planning, demos, reviews, and retrospectives.
• Perform code reviews and ensure adherence to development standards, platform governance, and best practices.
• Support platform upgrades, patching, and performance optimization activities.
• Troubleshoot and resolve platform defects, integration issues, and production support requests.
• Ensure configurations and customizations align with federal security, compliance, and accessibility requirements.
• Contribute to technical documentation, knowledge transfer, and cross-team collaboration.
• Other duties as assigned.

ServiceNow Developer

Director

• Lead all internal IT operations and support services
• Oversee endpoint management, asset lifecycle management, and user support
• Manage Microsoft 365, identity and access management, and collaboration platforms
• Oversee Azure and AWS cloud environments
• Lead cybersecurity initiatives and compliance activities
• Maintain technology asset inventories and government-furnished equipment accountability processes
• Own the enterprise application portfolio and associated technology roadmaps
• Oversee ServiceNow, Unanet, Paylocity, and other enterprise platforms
• Lead workflow automation and process improvement initiatives
• Manage platform upgrades, releases, integrations, and lifecycle planning
• Develop enterprise technology roadmaps
• Align business capabilities with enabling technologies
• Establish enterprise architecture standards and governance
• Lead technology portfolio management and application rationalization
• Develop and manage the annual technology budget
• Manage software licensing, renewals, vendors, and procurement
• Develop technology policies, standards, and procedures
• Support audits, assessments, and compliance activities

Director of Enterprise Technology

Administration

• Maintain and organize contract files, amendments, statements of work, and supporting documentation
• Track contract milestones, expiration dates, renewals, and funding limits
• Support contract lifecycle administration by routing agreements for review, approval, execution, and distribution
• Coordinate with Program Managers, Finance, and Operations teams to collect required documentation and ensure contractual compliance
• Enter and maintain accurate contract data
• Review basic contract terms to ensure alignment with company policies and regulations
• Draft NDAs and TAs
• Serve as the first point of contact for contract-related questions from internal teams
• Assist with subcontractor and vendor onboarding activities
• Participate in customer and subcontractor communications

Junior Contracts Administrator

• Lead end-to-end solutioning for complex, multi-product ServiceNow engagements across multiple customers
• Define platform architecture, integration patterns, data models, and technical roadmaps aligned to customer mission outcomes
• Serve as the primary technical voice with senior client stakeholders, including CIOs, CTOs, and program executives
• Translate business requirements, federal mandates, and agency priorities into actionable ServiceNow solution designs
• Develop and present solution architecture documents, technical proposals, roadmaps, and demonstrations to customers and prospects
• Advise customers on platform governance, upgrade strategy, license optimization, and long-term platform health

Director of Solutions

• Execute hands-on platform configuration, customization, and deployment activities in alignment with design specifications
• Develop and maintain technical documentation including configuration guides, integration specs, and deployment runbooks
• Analyze current-state technical environments to identify gaps, dependencies, and migration requirements
• Design and implement platform integrations with existing enterprise systems and data sources
• Support data migration activities including mapping, validation, and reconciliation
• Conduct unit and integration testing to ensure configurations meet functional and technical requirements
• Troubleshoot and resolve platform issues, defects, and technical blockers across implementation phases
• Collaborate with architecture and engineering teams to validate technical designs and ensure adherence to standards
• Participate in technical workstream planning, sprint activities, and delivery tracking
• Contribute to quality assurance processes, including peer review of technical configurations and documentation
• Identify and escalate technical risks, dependencies, and impacts to the engagement lead
• Support environment management including development, test, and production instances
• Assist in the transition to deployment and post-go-live support phases
• Other duties as assigned

ServiceNow Platform Technical Consultant

• Serve as the primary point of accountability for SOW delivery
• Establish and manage engagement governance, cadence, and reporting
• Build strong relationships with client leadership and key ITSM stakeholders across the organization
• Lead executive communications, including steering committees and status reporting
• Lead end-to-end ITSM implementation activities across multiple business units and technology teams
• Facilitate workshops to capture: Current-state service management processes (incident, problem, change, request fulfillment), Variations across teams and departments (operational, data, compliance), Pain points, gaps, and optimization opportunities
• Define future-state ITSM process frameworks aligned to target platform and tooling capabilities
• Develop standardization and harmonization recommendations across service domains and business units
• Coordinate across diverse stakeholders including: IT operations, infrastructure, and service desk teams, Business unit owners and end-user representatives, Compliance, security, and audit stakeholders
• Drive alignment on common vs. business-unit-specific ITSM requirements
• Identify risks, dependencies, and organizational change impacts
• Own quality and completion of all implementation outputs, including: Process maps (current/future state), ITSM requirements documentation, Gap analysis and recommendations, Executive summaries and decision materials
• Ensure deliverables are clear, actionable, and implementation-ready
• Provide direction and oversight to BA/BPC resources
• Delegate and manage workstreams while ensuring consistency and quality
• Review and refine deliverables produced by supporting team members
• Align ITSM implementation outputs with the broader IT transformation roadmap
• Partner with technology and architecture teams to ensure feasibility and integration with existing CMDB, ITAM, and service management tooling
• Support transition into design, configuration, and deployment phases
• Other duties as assigned

ServiceNow ITSM Business Process Consultant

• Participate in IT Asset Management (ITAM) implementation initiatives
• Establish and manage engagement governance, cadence, and reporting
• Build strong relationships with client leadership and key ITAM stakeholders
• Lead executive communications including steering committees and status reporting
• Facilitate workshops to capture current-state asset management processes
• Define future-state ITAM process frameworks aligned to target platform and tooling capabilities
• Coordinate across diverse stakeholders including IT operations and infrastructure teams, Procurement, finance, and vendor management stakeholders
• Identify risks, dependencies, and organizational change impacts
• Own quality and completion of all implementation outputs
• Align ITAM implementation outputs with the broader IT transformation roadmap

ServiceNow ITAM Business Process Consultant

• Support configuration and testing of Now Assist for ITSM features including incident summarization and resolution note generation, following technical guidance from the Lead Developer
• Assist with generative AI prompt tuning tasks and validate AI outputs against client quality and compliance standards prior to environment promotion
• Contribute to AI Search setup, document indexing configuration, and Knowledge Base governance rule implementation
• Execute user acceptance testing scripts for AI-driven capabilities and document results ahead of production promotion
• Develop and configure ITSM workflows, forms, UI Policies, Client Scripts, and notifications as directed by the Lead Developer
• Build and maintain Flow Designer automations and service catalog items aligned to client operational requirements
• Implement CI linkage enforcement on Incident and Change records; support legacy data cleanup and field rationalization activities
• Document all configuration changes accurately in update sets, change records, and engagement tracking tools
• Assist with CMDB data quality analysis including identification of orphaned CIs, duplicate records, and misclassified assets
• Support Discovery scope analysis and data ingestion review for third-party sources as directed
• Contribute to IRE reconciliation rule review and help document current-state findings for planning and assessment artifacts
• Execute unit and integration tests across lower environments per established test plans; log defects, track remediation, and re-test fixes prior to controlled production promotion
• Participate in sprint reviews, daily standups, and technical working sessions with the Lead Developer and client stakeholders
• Maintain configuration documentation including update set logs, test results, and environment-level change records throughout the engagement