ServiceNow Implementation Specialist

About the role

This team provides specialized ServiceNow implementation and configuration services for federal agencies, addressing the challenge of delivering maintainable and scalable platform solutions within complex government environments. They focus on translating validated requirements into effective configurations and integrations, supporting operational stability and regulatory compliance.

The SERVICENOW IMPLEMENTATION SPECIALIST is responsible for configuring, implementing, and supporting approved ServiceNow capabilities to meet federal agency requirements. This role ensures the platform is maintainable and aligns with approved designs, contributing to reliable service delivery and continuous improvement within the agency's IT services.

Responsibilities

• Configure ServiceNow capabilities following validated requirements and approved designs.
• Implement and maintain forms, business rules, client scripts, UI policies, ACLs, script includes, flows, catalog items, and notifications.
• Support areas including ITSM, ITOM/Discovery, CMDB/CSDM, IntegrationHub, SPM, Performance Analytics, App Engine, and other assigned products.
• Build and configure integrations using REST/SOAP APIs, IntegrationHub, MID Servers, and related authentication methods.
• Validate CMDB and configuration data quality, ensuring adherence to governance standards.
• Manage controlled promotions to test and production environments with proper release documentation.
• Conduct unit and functional testing and collaborate on broader testing efforts.
• Provide late-window deployment and implementation support including troubleshooting and validation.
• Reduce technical debt by restoring customized features towards out-of-the-box configurations where beneficial.
• Develop documentation, guides, demonstrations, knowledge articles, and support training as needed.

Requirements

• Minimum three years of hands-on ServiceNow implementation/configuration experience.
• Expertise in at least two ServiceNow capability areas such as ITSM, ITOM/Discovery, CMDB/CSDM, IntegrationHub, SPM, Performance Analytics, App Engine, or SecOps.
• Proficiency with Business Rules, Client Scripts, UI Policies, ACLs, Script Includes, Flow Designer, catalog/workflow configuration, REST/SOAP APIs, and ServiceNow data concepts.
• Experience with controlled release promotions, update sets/application repositories, CI/CD practices, automated testing, and release documentation.
• ServiceNow CSA certification plus relevant CIS credentials preferred or required as applicable.
• Strong communication skills and ability to collaborate with architects, developers, analysts, operations staff, and stakeholders.
• Availability to support late implementation shifts and planned after-hours/on-call