Description
OVERVIEW
iTech AG is seeking an experienced Senior Developer / Technical Consultant to provide focused implementation and configuration support on a complex ServiceNow engagement for a federal agency customer. Working under the direction of the Lead Developer, this individual will execute platform build tasks, support AI feature configuration and testing, contribute to CMDB and ITSM workstreams, and ensure quality through structured environment promotion and QA activities. The role requires solid ServiceNow fundamentals, strong attention to detail, and the ability to operate semi-independently on assigned deliverables within a structured delivery framework. The successful candidate will be a reliable, detail-oriented contributor who takes ownership of assigned tasks and maintains thorough documentation throughout the engagement lifecycle. This is an excellent opportunity for a mid-level ServiceNow practitioner looking to deepen expertise across AI features, ITSM, and ITOM in a federal delivery environment
RESPOSIBILITIES
• 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 engagemen
QUALIFICATIONS
• Three to five years of hands-on ServiceNow configuration and implementation experience
• Solid working knowledge of ITSM modules including Incident, Problem, Change, Service Catalog, and Knowledge Management
• Proficient with Flow Designer, Business Rules, Client Scripts, UI Policies, Update Sets, and basic GlideRecord scripting
• Experience executing structured test plans, writing test cases, and documenting defects in multi-environment ServiceNow deployments
• Familiarity with Now Assist, AI Search, or generative AI features in ServiceNow; demonstrated willingness to develop hands-on expertise on engagement
• Working understanding of CMDB structure, CI classes, and basic Discovery concepts
• Experience working in Agile or structured delivery frameworks with a Lead Developer or Architect providing technical direction
• Strong written communication skills for configuration documentation, test artifacts, and status reporting
• Comfortable collaborating with both technical and non-technical stakeholders in a regulated federal environment
PREFERRED QUALIFICATIONS
• Second CIS certification in a relevant domain (Customer Service Management, ITOM, or equivalent)
• Certified Application Developer (CAD)
• Exposure to federal IT environments or compliance-driven ServiceNow implementations
• Hands-on experience configuring or testing Now Assist features including incident summarization or AI Search
• Familiarity with CMDB data quality concepts, IRE configuration, or ServiceNow Discovery
• Experience contributing to Integration Hub configurations or REST API-based integrations within ServiceNow
• Performance Analytics or reporting experience including dashboard configuration and indicator setup
EDUCATION
• Bachelor's Degree or equivalent years of experience
• ServiceNow Certified System Administrator (CSA)
• Certified Implementation Specialist — IT Service Management (CIS-ITSM)
SECURITY
• Ability to obtain and maintain public trust
• Pursuant to government contracts, US Citizenship is required
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. 
