ServiceNow Configuration Manager (Top Secret Clearance Required)

As a Senior ServiceNow Configuration Manager you play a pivotal role in successfully leading the design and deployment of ServiceNow solutions for our clients. In this role, you will lead the design, configuration, customization, and implementation of ServiceNow applications to meet specific business requirements. Your technical expertise and leadership, attention to detail, and commitment to excellence will contribute significantly to the success of our projects and the satisfaction of our clients.  

Job Location:  

Remote work is authorized within the United States.  Must support US Eastern time zone working hours.  

*If you accept this position, you should note that ICF does monitor employee work locations blocks access from foreign locations/foreign IP addresses and prohibits personal VPN connections.  

Your responsibilities include: 

• Solution Discovery & Design: Work closely with Solutions Architects and Business Analysts to understand and document the business outcomes and functional requirements and lead the design of complex, effective ServiceNow solutions that align to those needs.  

• Technical Implementation: Collaborate with cross-functional teams and lead the implementation of ServiceNow solutions that align with the designed requirements and ensure solutions meet industry best practices. Develop and maintain advanced scripts, business rules, and client scripts. 

• Data Migration: Support data migration design and activities from legacy systems to ServiceNow, ensuring data accuracy and consistency during the transition. Validate that data is migrated to the most beneficial ServiceNow data structures, leveraging out-of-the-box data schemas before designing custom tables and fields. 

• Integration Management: Assist architects in the design and integration of ServiceNow with other systems and applications to create seamless end-to-end processes. 

• System Optimization: Collaborate with solutions architects to analyze platform performance, design optimization strategies, and implement performance and security improvement configurations, contributing to the overall stability, efficiency, and security of ServiceNow solutions. 

• Technical Documentation: Validate the completeness of the team’s documentation of configurations, customizations, data schemas, and other technical decisions.  

• Testing and Quality Assurance: Conduct thorough testing of ServiceNow configurations to validate functionality, data integrity, and user experience. Address any issues and perform necessary adjustments to ensure the solution meets the desired outcomes. 

• User Training: Support end-user training to ensure a smooth adoption of the implemented solution.  

• Change Management: Support change management efforts by assisting senior developers, architects, and users during the transition period, addressing inquiries, and resolving issues promptly. 

• Incident and Problem Resolution: Troubleshoot and resolve technical issues related to ServiceNow implementations. Collaborate with support teams to provide timely resolution to incidents and problems. 

• Best Practices: Contribute to the development of ICF’s best practices and standards. Adhere to security and implementation best practices and ensure that implemented solutions meet relevant compliance requirements. 

• Continuous Learning: Stay updated on the latest ServiceNow features, enhancements, and best practices to enhance the quality of implementations and maintain expertise in the platform. Continue certification and training process to meet Practice standards and growth areas and contribute to the continued success of the team. 

• Mentorship: Provide technical guidance to Associate ServiceNow Developers and ServiceNow Developers. Support the growth of other Practice members to meet the needs of their role, the business, and future growth opportunities. Share solutions and lessons learned with the Practice.  

• Collaboration and Communication: Work closely with project managers, other implementation specialists, and stakeholders to ensure seamless project coordination and effective, regular communication, including risks, issues, successes, and overall project status. 

• Corporate Growth: Support the development of client roadmaps and solution demonstrations to identify and foster new opportunities for ICF services and ServiceNow licenses sales. Although not required, it is encouraged to support proposals (“bids”) for new opportunities, including oral presentations and written technical proposals. 

Required Experiences and Certifications 

• 5+ years of experience implementing ServiceNow solutions 

• 3+ years of experience with building custom applications and integrations

• Candidate must have Secret or Top Secret Clearance.

• Must be a US Citizen, must reside in the United States, be authorized to work in the United States, and perform all work within the United States. 

• Must have ServiceNow Certified System Administrator 

Valuable Skills for this Role 

• Hands-on experience (>480 hours each) configuring or building 10 or more ServiceNow applications 

• Certified Application Developer Certification (ServiceNow) 

• Experience with using and configuring ServiceNow AI features such as the Control Tower, AI Agents, integrations with other Generative and Agentic AI Tools. 

• In-depth knowledge of ServiceNow platform capabilities, modules, and best practices 

• Familiarity with ITIL processes and IT Service Management (ITSM) principles 

• In-depth knowledge of scripting languages, including JavaScript and GlideScript 

• Strong technical skills, including workflow configuration, and business rule development 

• Expertise in designing and implementing complex workflows 

• The ability to independently create and manage integrations with external systems 

• Strong problem-solving skills and ability to innovate solutions 

• Detail-oriented tendencies with excellent problem-solving and analytical abilities 

• The ability to work effectively in a team-oriented, collaborative environment 

• Excellent communication and leadership abilities 

• Understanding of performance optimization techniques