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Tech Stack
Tools & technologiesITSMJavaScriptServiceNow
About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- Five to seven years of hands-on ServiceNow platform implementation and consulting experience in enterprise or federal environments
- Deep expertise across ITSM, Now Assist and generative AI capabilities, ITOM, and CMDB on current ServiceNow releases
- Proven track record managing multi-instance environments with structured, controlled promotion workflows
- Hands-on experience configuring Now Assist, AI Search, or equivalent generative AI features within the ServiceNow platform
- Experience with CMDB health assessment, IRE configuration, Discovery setup, and third-party data ingestion integration
- Proficient in JavaScript for server-side scripting including Business Rules and Script Includes; GlideRecord and REST API integration experience
- Demonstrated ability to present technical findings and recommendations to enterprise or government stakeholders clearly and confidently
- Experience working in Agile or structured delivery models including sprint execution, backlog management, and release planning
- Strong written communication skills for technical design documentation, configuration guides, and delivery artifacts
- Bachelor's Degree or equivalent years of experience
- ServiceNow Certified System Administrator (CSA)
- Certified Application Developer (CAD)
- Certified Implementation Specialist — IT Service Management (CIS-ITSM)
- Second CIS certification in a relevant domain (ITOM, Discovery, HAM, SAM or equivalent)
Benefits
Comp & perks- iTech AG is an Equal Opportunity Employer.
- All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, disability, protected veteran status, or any other characteristics protected by applicable federal, state, or local laws.
- iTech AG is committed to working with and providing reasonable accommodations to individuals with disabilities.
- Individuals with a disability who would like to request an accommodation for any part of our employment process should email their request to [email protected] .
- Please address the subject line as Accommodation Request and include your name, contact information, and a description of your accommodation request.
ATS Keywords
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Hard Skills & Tools
ServiceNowAI SearchNow AssistITSMITOMCMDBJavaScriptGlideRecordREST APIAgile
Soft Skills
technical mentorshippresentation skillswritten communicationtask directionpeer review
Certifications
ServiceNow Certified System Administrator (CSA)Certified Application Developer (CAD)Certified Implementation Specialist — IT Service Management (CIS-ITSM)CIS certification in ITOMCIS certification in Discovery