ServiceNow Workplace Service Delivery SME

iTech AG

ServiceNow Workplace Service Delivery SME for iTech AG, driving platform modernization for federal clients. Overseeing implementation and strategic advisory in financial services sector.

Posted 4/27/2026full-timeRemote • Virginia • 🇺🇸 United StatesSeniorLeadWebsite

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Lead end-to-end design, configuration, and implementation of ServiceNow WSD modules including Workplace Case Management, Space Management, Move Management, Visitor Management, and Asset Management.
Conduct persona workshops to capture requirements, validate workflows, and define user experience expectations across cross-functional stakeholder groups.
Configure preventive maintenance strategies, service catalogs, and work order management processes; develop and implement AutoCAD-driven space management configurations including floorplan imports, space assignments, and occupancy analytics.
Design and build multi-persona analytics dashboards and reporting, integrating WSD capabilities across facilities, physical assets, space planning, and move management into a cohesive workplace solution.
Serve as the recognized WSD subject matter expert, partnering with senior federal managers and executives to provide strategic direction and validate enterprise platform approach through strategy sessions, assessments, and design reviews.
Assess the operational and functional baseline of client organizations, evaluate platform gaps, and define modernization roadmaps that align WSD capabilities with agency mission and cross-functional goals spanning facilities, HR, IT, and security.
Develop and maintain configuration documentation and SOPs; support organizational change management by identifying training needs, designing adoption strategies, and coaching client teams on WSD capabilities.
Mentor and provide technical guidance to more junior ServiceNow developers and functional analysts on WSD best practices and federal delivery standards.

Requirements

What you’ll need

Minimum 8 years of industry experience in IT consulting, enterprise platform delivery, or federal facilities/workplace management.
Minimum 4 years of hands-on, specialized experience with ServiceNow Workplace Service Delivery (WSD) module.
Demonstrated experience conducting workshops, validating and designing workflows, and leading stakeholder discovery sessions.
Hands-on experience with AutoCAD for space management, including floorplan imports and AutoCAD-driven space configuration within ServiceNow.
Proven track record working directly with senior leaders and executives to assess operational readiness and deliver strategic modernization plans.
Strong direct client communication skills with the ability to present complex technical concepts to non-technical audiences.
Experience developing dashboards and reporting within the ServiceNow platform.
Familiarity with federal IT environments, federal acquisition regulations, and government IT security requirements.

Benefits

Comp & perks

iTech AG is an Equal Opportunity Employer.
Reasonable accommodations for individuals with disabilities.
Support for employees with disabilities through accommodation requests.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

ServiceNow Workplace Service Delivery (WSD)AutoCADwork order managementpreventive maintenance strategiesanalytics dashboardsreportingconfiguration documentationSOPsmodernization roadmapsspace management

Soft Skills

client communicationstakeholder engagementworkshop facilitationtechnical guidancementoringchange managementstrategic directionuser experience designcoachingcross-functional collaboration