iTech AG

Director

• 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

ServiceNow

• 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

• Lead hands-on platform configuration, customization, and deployment activities in alignment with enterprise design specifications and architectural standards
• Architect and implement complex platform integrations with existing enterprise systems, data sources, and third-party applications
• Conduct in-depth analysis of current-state technical environments to identify gaps, dependencies, risks, and migration requirements
• Define and own technical documentation including configuration guides, integration specifications, data flow diagrams, and deployment runbooks
• Lead data migration activities including strategy development, mapping, transformation, validation, and reconciliation
• Design and execute comprehensive testing strategies including unit, integration, regression, and performance testing
• Serve as a technical escalation point for platform issues, defects, and complex technical blockers across implementation phases
• Drive adherence to platform architecture standards, security requirements, and governance frameworks
• Provide technical leadership and mentorship to junior consultants and implementation team members
• Lead technical workstream planning, sprint activities, and delivery tracking in collaboration with the engagement lead
• Proactively identify and manage technical risks, dependencies, and cross-functional impacts
• Evaluate and recommend platform enhancements, optimizations, and scalability improvements throughout the engagement
• Own environment management strategy across development, test, staging, and production instances
• Partner with architecture, engineering, and security teams to validate designs and ensure enterprise-wide alignment
• Lead transition planning into deployment, hypercare, and post-go-live support phases
• Contribute to continuous improvement efforts by identifying and implementing process and technical efficiencies
• Other duties as assigned

Senior ServiceNow Platform Technical Consultant

• Design, develop, configure, and enhance ServiceNow SPM solutions to support federal program and portfolio management requirements
• Implement and support ServiceNow SPM modules including Idea Management, Demand Management, Project Portfolio Management (PPM), Goals Framework / Strategic Planning, Resource Management, IT Financial Management (ITFM), and Agile Development and SAFe-aligned delivery capabilities
• Configure project intake, portfolio governance workflows, investment tracking, roadmaps, scoring models, and approvals
• Develop and maintain custom applications, workflows, business rules, UI policies, Flow Designer automations, and integrations
• Configure and enhance resource planning, capacity management, and financial tracking capabilities across programs and portfolios
• Design and support integrations between ServiceNow and Agile delivery tools such as Jira and Azure DevOps (ADO)
• 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
• Support organizational change management and user adoption efforts for SPM capabilities

Senior ServiceNow Developer – SPM

• Design, develop, configure, and enhance ServiceNow Field Service Management (FSM) solutions to support federal operational and field service requirements
• Implement and support ServiceNow FSM capabilities including:
• o Work Order Management
• o Task Management
• o Scheduling and Dispatch
• o Mobile Workforce Enablement
• o Customer Communication and Self-Service
• o Inventory and Asset Management
• o Route Optimization and Resource Coordination
• Configure and maintain 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 intelligent scheduling and dispatch capabilities based on technician skills, certifications, location, availability, and parts inventory
• Support appointment booking and customer scheduling experiences through Service Portal and/or UI Builder
• Configure route optimization and travel efficiency capabilities for field crews and technicians
• 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 customer self-service portals enabling request submission, appointment booking, and service tracking
• Support inventory and asset management capabilities including:
• o Warehouse inventory visibility
• o Truck stock inventory tracking
• o Consumable and parts usage logging
• o Automated inventory adjustments based on field usage
• Develop and maintain integrations between ServiceNow FSM and enterprise systems such as ERP, asset management, GIS, telematics, CRM, and external scheduling platforms
• Build and maintain custom applications, workflows, business rules, UI policies, integrations, and Flow Designer automations
• Collaborate with ServiceNow Architects to implement scalable, standards-based FSM solutions
• Participate in Agile and SAFe ceremonies including PI Planning, sprint planning, reviews, and retrospectives
• Perform code reviews and ensure adherence to development standards and platform best practices
• Support platform upgrades, patching, and performance optimization activities
• Troubleshoot and resolve FSM defects, mobile issues, and production support requests
• Ensure configurations and customizations align with federal security, compliance, and accessibility requirements
• Contribute to technical documentation, knowledge transfer, and operational readiness activities
• Support organizational change management and end-user adoption efforts for FSM capabilities
• Other duties as assigned

Senior ServiceNow Developer – FSM

• 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

Senior ServiceNow Developer

• Lead activation and configuration of Now Assist features within the client production environment, including incident summarization, AI-assisted resolution note generation, and generative AI prompt tuning aligned to client operational standards
• Implement and expand AI Search capabilities, including document indexing configuration and Knowledge Base governance controls such as content freshness workflows and review triggers
• Lead configuration-first ITSM implementations emphasizing out-of-the-box ServiceNow capabilities; design and enforce CI linkage on Incident and Change records and execute legacy data cleanup and field rationalization
• Manage structured environment promotion across development, test, and production instances, including test scripts, validation checklists, and security and data-handling sign-offs
• Develop and maintain Flow Designer automations, service catalog items, workflow configurations, Business Rules, UI Policies, Client Scripts, and Script Includes aligned to client requirements
• Conduct targeted assessments of client ITOM and CMDB environments, evaluating Discovery configuration, IRE reconciliation rules, data quality, and third-party data ingestion patterns from sources such as network management, MDM, and endpoint platforms
• Produce assessment findings and prioritized remediation backlogs to inform future-phase planning and level-of-effort estimates
• Define and maintain AI output validation standards; test AI-driven outputs for accuracy, security, and compliance prior to each production promotion cycle
• Serve as primary technical point of contact for client IT stakeholders, facilitating technical working sessions and presenting findings and recommendations clearly to non-technical audiences
• Provide technical mentorship, task direction, and peer review for the Senior Developer assigned to the engagement
• Produce delivery status reports, risk logs, and milestone artifacts aligned to engagement timelines and SOW commitments
• Adhere to established platform governance, change management, security review, and quality assurance processes throughout the engagement lifecycle

Lead ServiceNow Developer

• Engage with stakeholders to gather, document, and validate business requirements
• Leads end-to-end client engagement for Field Service Management (FSM) and Enterprise Asset Management (EAM) implementations
• Oversees project scope, schedule, budget, and risk across all phases of the FSM/EAM implementation lifecycle
• Partners with functional and technical teams to translate customer requirements into actionable implementation strategies
• Drives stakeholder engagement and change management activities
• Translate business needs into clear, structured user stories with acceptance criteria
• Conduct process analysis and identify improvement opportunities
• Facilitate workshops, discovery sessions, and backlog grooming sessions
• Document functional requirements, process flows, and use cases
• Support UAT planning and execution
• Assist in release documentation and change communications
• Ensure alignment with platform governance and best practices established by iTech AG
• Other duties as assigned

Engagement Manager – ServiceNow

• Perform Discovery and business process analysis activities across multiple BCBS Local Plans
• Facilitate workshops and SME sessions to capture: Current-state workflows, Operational variations, Pain points and opportunities, Technical and integration dependencies
• Document: As-is and future-state workflows, Functional and non-functional requirements, Gap analysis findings, Readiness assessments, Executive summaries and onboarding recommendations
• Analyze APIs, data flows, integrations, legacy platforms, and system dependencies
• Support future-state process standardization and workflow optimization aligned to ServiceNow capabilities
• Support governance meetings, executive reporting, and transition into implementation phases
• Ensure deliverables are implementation-ready, scalable, and aligned to the broader transformation roadmap
• Other duties as assigned

ServiceNow Business Analyst

• 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 ITOM 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 ITOM knowledge enablement

Senior ServiceNow Developer – ITOM

• iTech AG is seeking a Senior ServiceNow Developer to support a federal program by designing, developing, and enhancing ServiceNow solutions in a secure, scalable, and compliant environment.
• This role serves as a senior technical contributor responsible for building high-quality platform functionality, developing user-facing portals, and supporting core ServiceNow capabilities aligned to mission and business needs.
• 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 ITAM 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 ITAM knowledge enablement.
• Other duties as assigned.

Senior ServiceNow Developer – ITAM

• 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 functionality
• Design, develop, and support ServiceNow portals and web-based user experiences
• Collaborate with ServiceNow Architects to implement scalable, standards-based solutions
• Participate in Agile and SAFe ceremonies
• Perform code reviews and ensure adherence to development standards
• Support platform upgrades, patching, and performance tuning
• Troubleshoot and resolve ServiceNow defects and production issues
• Ensure configurations and customizations align with federal standards and best practices
• Contribute to technical documentation and knowledge sharing across the team
• Support and enhance ITSM knowledge enablement.

Senior ServiceNow Developer – ITSM

• 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
• 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