ITSM Process Implementer (Hybrid Rockville MD)

Itsm Process Implementer

ICF’s Digital Modernization Division is a rapidly growing entrepreneurial technology department, seeking an ITSM Process Implementer experienced in ServiceNow ITSM Implementations to support the current needs of our federal customers.

Our Digital Modernization Division is an information technology and management consulting department that offers integrated, strategic solutions to its public and private-sector clients. ICF has the expertise, agility, and commitment to design, build, and operate high-performance IT engines to support all aspects of our clients’ business.

ICF’s IT Modernization division is a rapidly growing, entrepreneurial, technology-driven department, seeking an ITSM Process Implementer with a technical consultant background to coordinate a team of subject matter experts in developing and implementing best-practice service management designs and architectures of technical ITSM and functional ITIL solutions for a variety of Federal clients, including the National Institutes of Health (NIH). Some work will be required to be performed at the client site in Rockville, MD. Telecommuting Option %:60 to 80%

Responsibilities Include:

• Define, prioritize, and communicate the vision and roadmap for CMDB products and services, in alignment with the client's goals and needs.
• Collaborate with ITSM process owners, managers, and stakeholders to elicit, analyze, and validate requirements for ITSM products and services, using agile methodologies and tools.
• Design, configure, and implement the ServiceNow ITSM platform to meet client requirements, focusing on ITIL best practices in collaboration with professional development teams
• ServiceNow Platform Expertise: Deep knowledge of the ServiceNow platform, including ITSM, workflows, and administration. Experience with ITSM implementation on ServiceNow Platform
• Discovery & Service Mapping - Implement Discovery for all classes and deploy Service Mapping for all CMDB classes populated through Discovery and then connect the AWS environment to the CMDB - install Discovery and Service Mapping for those CIs
• Problem-Solving: Strong analytical and problem-solving skills to identify challenges and propose solutions.

• Data Governance & Quality Assurance:

• Assess subscription unit usage and forecast future needs. Establish data certification/attestation process for CMDB stakeholders without native ServiceNow access
• Mature the current attestation pilot.
• Migrate CMDB data from CSDM 3 to CSDM 5, in collaboration with the ServiceNow Platform and Development teams.
• Maintain CMDB accuracy and reliability through:
• Automated scripts (duplicate removal, data refresh).
• Intelligent Reconciliation Engine (IRE) policies.

• Misclassification Cleanup.

• Develop and implement CMDB data audits and validation methodologies.
• Track and manage Service Accounts and Privileged Accounts.
• Finalize Certificate Management capabilities in the CMDB.
• Assess subscription unit usage and forecast future needs. Establish data certification/attestation process for CMDB stakeholders without native ServiceNow access
• Mature the current attestation pilot.
• Migrate CMDB data from CSDM 3 to CSDM 5, in collaboration with the ServiceNow Platform and Development teams.
• Maintain CMDB accuracy and reliability through:
• Develop and implement CMDB data audits and validation methodologies.
• Track and manage Service Accounts and Privileged Accounts.
• Finalize Certificate Management capabilities in the CMDB.
• Automated scripts (duplicate removal, data refresh).
• Intelligent Reconciliation Engine (IRE) policies.

• Misclassification Cleanup.

• Automated scripts (duplicate removal, data refresh).
• Intelligent Reconciliation Engine (IRE) policies.

• Misclassification Cleanup.

• Integrations

• Integrate the CMDB with Hardware and Software Asset Management modules.
• Connect the ServiceNow Configuration Management module with Flexera Data Platform to capture software usage, end-of-life details, and other key insights.
• Integrate the CMDB with Hardware and Software Asset Management modules.
• Connect the ServiceNow Configuration Management module with Flexera Data Platform to capture software usage, end-of-life details, and other key insights.

• Documentation & Reporting

• Create Standard Operating Procedures (SOPs) for completed work.
• Develop dashboards and reports to support monitoring, auditing, and decision-making.
• Create Standard Operating Procedures (SOPs) for completed work.
• Develop dashboards and reports to support monitoring, auditing, and decision-making.
• Maturity & Continuous Improvement
• Advance and mature the CMDB workspace.
• Transition the CMDB project from the walk stage to the fly stage.
• Perform other duties as assigned.
• Advance and mature the CMDB workspace.
• Transition the CMDB project from the walk stage to the fly stage.
• Perform other duties as assigned.

Required Qualifications:

• Bachelor’s degree in computer science, information technology, or a related field or equivalent work experience
• ServiceNow Certified System Administrator (CSA) required.
• 5+ years of experience implementing Discovery, Service Mapping, Integrations and CSDM Migration on the ServiceNow Platform
• 6+ years of experience in ITSM & ITIL Knowledge: Strong understanding of IT Service Management processes and ITIL frameworks.
• 6+ years of Technical Skills: Proficiency in JavaScript, REST/SOAP APIs, HTML, CSS, and web services
• US Citizen or Green Card Holder due to federal contract requirements.
• MUST RESIDE IN THE United States (U.S.) and the work MUST BE PERFORMED in the United States (U.S.), as this work is for a federal contract and laws do apply.

Preferred Experience:

• ServiceNow Certified Implementation Specialist (CIS) - ITSM

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Working At Icf

ICF is a global advisory and technology services provider, but we’re not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.

We can only solve the world's toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO policy.

We will consider for employment qualified applicants with arrest and conviction records.

Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation, please email Candidateaccommodation@icf.com and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.  

Read more about workplace discrimination rights or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act. 

Candidate AI Usage Policy

At ICF, we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) tools to generate or assist with responses during interviews (whether in-person or virtual) is not permitted. This policy is in place to maintain the integrity and authenticity of the interview process.  

However, we understand that some candidates may require accommodation that involves the use of AI. If such an accommodation is needed, candidates are instructed to contact us in advance at candidateaccommodation@icf.com. We are dedicated to providing the necessary support to ensure that all candidates have an equal opportunity to succeed.  

Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position.

The pay range for this position based on full-time employment is:

$98,124.00 - $166,810.00Maryland Client Office (MD88)