Job Abstract

*We are open to supporting 100% remote work anywhere within the U.S.*

We are looking for a Lead WSD Workplace Service Delivery ServiceNow Developer. In this position, you will play a pivotal role in successfully deploying services-oriented ServiceNow solutions for our clients. In this role, you will be responsible for configuring, customizing, and implementing ServiceNow Workplace Services Delivery to meet specific client employee, customer, IT, and unique service requirements. You will be responsible for delivering out-of-the-box solutions like WSD, PPM, SPM, HRSD, CSM, and ITSM while bringing them all together in a unified approach coupled with unique platform solutions. Your technical expertise, attention to detail, and commitment to excellence will contribute significantly to the success of our projects and the satisfaction of our clients.

Your responsibilities include:

• Solution Discovery & Design: Work closely with Solutions Architects and Business Analysts to understand business outcomes and functional requirements, translating them into effective ServiceNow solution designs. Lead the design of complex, effective ServiceNow solutions aligned with business needs.

• Technical Implementation: Collaborate with cross-functional teams to implement ServiceNow solutions aligned with requirements and industry best practices. Lead the implementation of ServiceNow solutions, ensuring adherence to best practices and overseeing complex scripting and configurations.

• Data Migration: Facilitate and lead data migration activities from legacy systems to ServiceNow, ensuring accuracy and consistency. Validate and strategize data migration to optimize ServiceNow data structures.

• Integration Management: Assist in designing and lead the integration of ServiceNow with other systems for seamless end-to-end processes. Collaborate with architects to streamline integration strategies and execution.

• System Optimization: Analyze platform performance and implement optimization strategies for the efficiency and security of ServiceNow solutions. Contribute to overall stability and enhancement of ServiceNow systems.

• Technical Documentation: Create and validate comprehensive technical documentation for configurations, customizations, and data schemas.

• Testing and Quality Assurance: Conduct rigorous testing to ensure functionality, data integrity, and user experience align with desired outcomes. Develop and execute ServiceNow configuration test plans, addressing issues promptly.

• User Training: Support end-user training for seamless adoption and utilization of implemented solutions.

• Change Management: Assist in change management efforts, addressing inquiries and ensuring smooth transitions during system changes.

• Incident and Problem Resolution: Troubleshoot and resolve technical issues related to ServiceNow implementations, collaborating with support teams for timely resolutions.

• Security and Compliance: Ensure adherence to security best practices and relevant compliance requirements.

• Continuous Learning: Stay updated on ServiceNow features, enhancements, and best practices, contributing to the team's continued success.

• Mentorship and Coaching: Provide technical guidance and mentorship to team members, fostering a culture of continuous learning and growth.

• Collaboration and Communication: Coordinate effectively with project managers, stakeholders, and teams, ensuring seamless project execution and communication.

• Corporate Growth: Contribute to identifying new opportunities and support business growth through client roadmaps, solution demonstrations, and proposal contributions.

Required Experiences and Certifications

• 5+ years of experience implementing ServiceNow solutions.

• 1+ years of experience with Workplace Service Delivery (WSD)

• ServiceNow mainline certification with a preference for ServiceNow Certified System Administrator

• U.S. Citizenship required (required by the federal government for this position)

• 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.

• Must be able to obtain a Public Trust security clearance.

Valuable Preferred Skills for this Role

• The ideal candidate will also have these preferred skills:

• 2+ years of experience implementing ServiceNow solutions.

• 5 + years of experience in one or more JavaScript frameworks like AngularJS or React is a plus.

• Any of the below ServiceNow mainline certifications:

  • Certified System Administrator

  • Certified Implementation Specialist – Human Resources

  • Certified Implementation Specialist – Customer Service Management

  • Certified Implementation Specialist – IT Service Management

  • Certified Application Developer

  • Certified Workplace Service Di

• 5 or more of the below micro-certifications:

  • Micro-Certification - Flow Designer

  • Micro-Certification - Integration Hub

  • Micro-Certification - Agile and Test Management Implementation

  • Micro-Certification - Service Portal

  • Micro-Certification - Automated Test Framework

  • Micro-Certification - Predictive Intelligence

  • Micro-Certification - Performance Analytics

  • Micro-Certification - Virtual Agent

  • Micro-Certification - Configure the CMDB

  • Micro-Certification - CMDB Health

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

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

• Vast experience in ServiceNow development and architecture

• Familiarity with ITIL processes and service management principles

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

• Ability to independently design and lead complex user interfaces, integrations and workflows.

• Proficiency in scripting languages (JavaScript, GlideScript) and other relevant languages

• Detail-oriented tendencies with excellent listening, problem-solving, and analytical skills and the ability to innovate solutions.

• Experience troubleshooting and resolving technical issues.

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

• Excellent communication and interpersonal skills, with the ability to interact with clients and internal teams professionally.

• Understanding of performance optimization techniques

• Strong leadership and team management skills

• Excellent communication, presentation, and stakeholder management skills

• In-depth understanding of ServiceNow best practices and industry trends

• Conflict resolution skills to mitigate risks, resolve issues, and ensure timely and accurate delivery.

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Working at ICF

We can only solve the world's toughest challenges by building an inclusive workplace that allows everyone to thrive. We are an equal opportunity employer, committed to hiring regardless of any protected characteristic, such as race, ethnicity, national origin, color, sex, gender identity/expression, sexual orientation, religion, age, disability status, or military/veteran status. 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 & AA policy.

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 icfcareercenter@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.

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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 is: