ServiceNow ITOM/ITAM Senior Developer (376)

Roles and Responsibilities

• Own the hands-on technical delivery of Workstream 1 — CMDB Stabilization & Governance (the lead workstream), including:
• Comprehensive CMDB data-quality assessment and remediation baseline across CI classes and relationship data
• Remediation of ITSM-critical CI classes through data correction, reconciliation, and alignment with HAM/SAM data sources
• Rebuild and alignment of service models for priority business and IT services using CSDM standards and stakeholder validation
• Alignment of CIs to ITSM processes and establishment of a CMDB governance framework
• Lead Workstream 2 — SAM Pro (ITAM) re-deployment, including:
• Detailed assessment of the failed SAM Pro deployment and analysis of existing SAM architecture, dependencies, and deployment
• A phased SAM implementation plan and re-deploy aligned to stakeholder priorities and CMDB dependencies
• Establishment of SAM governance processes and normalization of software/publisher data against the CMDB
• Support Workstream 3 — ITSM Process Automation & Operational Efficiency, including:
• Assessment and optimization of incident management workflows, routing logic, SLA configurations, and escalation processes
• Integration of Incident, Problem, and Change Management and evaluation of Integration Hub utilization
• Definition and prioritization of automation use cases and operational efficiency recommendations
• Support Workstream 4 — Platform Governance, including the platform-health dashboard (single-view for leadership with 5 core KPIs), process-owner assignments, and the quarterly OKR framework
• Establish ServiceNow development and configuration standards and hands-on build the most complex components — business rules, script includes, transform maps, IntegrationHub/Flow Designer automations, and Discovery/Service Mapping configuration
• Reconcile CMDB data against HAM/SAM and other authoritative sources and maintain data integrity over time
• Partner with iTech AG Business Process Consultants and the client’s platform owners on process alignment and technical governance
• Participate in Agile / Now Create ceremonies — sprint planning, backlog refinement, demos, and retrospectives — and contribute to technical documentation each sprint
• Lead code and design reviews, enforce ServiceNow platform best practices, and mentor other developers on the engagement
• Support platform upgrades, patching, and performance optimization, and troubleshoot and resolve defects and production support requests
• Operate within the restricted federal environment (Dev/Test cloned from Production, limited Production access) and submit weekly time reporting
• Other duties as assigned

  Minimum Qualifications

  • 6+ years of hands-on ServiceNow development experience
  • 3+ years of hands-on ITOM experience (CMDB, Discovery, Service Mapping, CSDM)
  • Proven experience remediating enterprise CMDBs end-to-end, including:
  • Data-quality assessment and remediation baselines across CI classes and relationships
  • CIM class remediation, reconciliation, and dependency/relationship modeling
  • CSDM-aligned service model rebuild and validation
  • Hands-on ServiceNow SAM Pro (ITAM) implementation experience, including diagnosing and recovering a stalled or failed deployment, normalization, and reconciliation
  • Strong ServiceNow scripting and configuration skills — JavaScript, Glide APIs, Script Includes, business rules, UI policies, transform maps/import sets, and Flow Designer
  • Experience designing and building integrations using IntegrationHub and REST/SOAP APIs
  • Experience integrating and optimizing ITSM processes (Incident, Problem, Change) and building operational dashboards/KPIs
  • Experience working in Agile delivery environments (ServiceNow Now Create methodology a plus)
  • Strong analytical, troubleshooting, and problem-solving skills

  Education and Certifications

  • Bachelor’s degree
  • ServiceNow Certified System Administrator (CSA)
  • ServiceNow Certified Implementation Specialist (CIS) — Discovery
  • ServiceNow Certified Implementation Specialist (CIS) — Software Asset Management (SAM)

  Preferred Qualifications

  • Hands-on experience with CSDM (Common Service Data Model) implementation and governance
  • Experience standing up CMDB and SAM governance frameworks and executive steering cadences
  • Prior DOE / NNSA or other federal delivery experience
  • Familiarity with FedRAMP-authorized ServiceNow instances and federal ATO / security requirements
  • Experience with Discovery and Service Mapping in complex, segmented network environments
  • Experience building platform-health dashboards and KPI / OKR reporting for leadership
  • Experience with software normalization, publisher/entitlement reconciliation, and license position reporting in SAM Pro
  • Strong communication, stakeholder engagement, and collaboration skills
  • Active DOE Q or L clearance