iTech AG

• Own the end-to-end solution architecture for the Intelas NextGen CMMS on ServiceNow FSM, including solution design, data model, and the phased roadmap across modules • Define the multi-product ServiceNow architecture spanning FSM, Enterprise Asset Management (EAM)/CMDB, Customer Service Management (CSM)/Service Portal, Virtual Agent, IntegrationHub, and AI/Now Assist • Author and maintain the Technical Solution Document (TSD) — architecture diagrams, data model, integration patterns, and security model — and drive architecture decisions and approvals each sprint • Architect and lead the implementation of ServiceNow FSM capabilities across the solution, including: Work Order Management, Task Management, Scheduling and Dispatch, Mobile Workforce Enablement, Customer Communication and Self-Service, Inventory and Asset Management, Route Optimization and Resource Coordination • Define configuration standards and the design for digital work orders, field tasks, assignment rules, dispatch queues, and workflow automations • Develop and support task bundling, questionnaires, inspection checklists, and compliance verification workflows • Configure the work order lifecycle and dispatch model to Intelas' operating rules. • Design, develop, and support mobile field service experiences including offline functionality and mobile work execution • Configure time tracking, labor tracking, and field activity reporting capabilities • Support collaboration features including chat, file sharing, and communication between dispatchers and field personnel • Configure proactive customer communications including ETA notifications, appointment reminders, and job status updates • Develop external customer-facing portals and web-embedded Virtual Agent experiences enabling service request submission, ticket visibility, role-based access, and downloadable PDF work order packets for customer and audit purposes • Support Enterprise Asset Management (EAM) configuration and data migration • Support Clinical Device Management (CDM) workflows and AI-assisted use cases

• Lead ServiceNow implementation programs leveraging native platform capabilities for project tracking, sprint management, and delivery governance keeping execution on-platform rather than in off-platform tools • Utilize ServiceNow to manage backlogs, sprints, stories, and release planning across concurrent workstreams • Configure and maintain program dashboards, SLA monitors, and reporting using Performance Analytics and Predictive Intelligence to surface risks, bottlenecks, and improvement opportunities • Oversee all contract administration to ensure full compliance with deliverables, terms and conditions, service quality standards, and applicable federal government rules, regulations, and industry standards • Direct and manage multiple, complex, and inter-related tasks and workstreams to support task order deliverables on schedule and within scope and budget • Monitor program performance, costs, scope, and schedules to meet program and client objectives; identify, escalate, and mitigate risks proactively • Configure and maintain program dashboards, SLA monitors, and reporting using Performance Analytics and Predictive Intelligence to surface risks, bottlenecks, and improvement opportunities • Serve as the authorized client interface and primary point of accountability — acting as liaison between the client, oversight manager, technical monitor, and all support services across functional business and technology offices • Manage multiple vendors and subcontractors simultaneously across projects and operations and maintenance workstreams; supervise contractor personnel including performance feedback and day-to-day task direction • Own all program reporting including SLA performance, financial status, and staffing; manage contractor onboarding and offboarding and ensure timely access provisioning and clearance coordination • Advise and engage the client on key operational and strategic priorities, providing advisory support for complex challenges and ensuring on-time delivery of high-quality work products • Build strong relationships with stakeholders • Ensure deliverables are clear, actionable, and implementation-ready • Coordinate and lead cross-functional teams of architects, analysts, developers, and designers across multiple workstreams; facilitate sprint ceremonies, technical reviews, and stakeholder working sessions • Manage dependencies, risks, and issues across workstreams — escalating appropriately, driving resolution, and mentoring team members on agile practices and federal delivery norms • Delegate and manage workstreams while ensuring consistency and quality • Review and refine deliverables produced by supporting team members • Other duties as assigned

• Design, configure, develop, and support ServiceNow CSM applications and workflows • Implement and enhance Case Management, Customer Service Portals, Knowledge Management, Agent Workspace, omnichannel engagement capabilities, and Virtual Agent experiences • Develop scalable workflows using Flow Designer, IntegrationHub, Business Rules, Script Includes, Client Scripts, UI Policies, UI Builder, and Service Portal • Configure and support customer self-service and AI-assisted support experiences • Build and enhance AI Agents, Virtual Agents, and automated conversational workflows within ServiceNow • Support implementation and configuration of Now Assist for CSM capabilities • Integrate ServiceNow with external enterprise systems, APIs, CRM platforms, telephony solutions, and Contact Center as a Service (CCaaS) platforms • Collaborate with UX, business analysts, and stakeholders to translate requirements into scalable technical solutions • Participate in Agile ceremonies including sprint planning, backlog grooming, demos, and retrospectives • Support testing, deployments, upgrades, and production releases • Troubleshoot platform defects, workflow issues, and performance bottlenecks • Develop technical documentation, implementation guides, and knowledge transfer materials • Follow ServiceNow development standards, governance processes, and security best practices

• Administer and maintain ServiceNow instances across development, test, and production environments • Configure core platform components including users, groups, roles, access controls, system properties, platform settings, and reference data • Support platform setup for new environments and assist in foundational instance configuration • Maintain platform stability through proactive monitoring, controlled configuration, and ServiceNow administration best practices • Manage Role-Based Access Control, Access Control Lists, user criteria, and data visibility rules for applications such as Knowledge Management and Service Catalog • Configure and support LDAP integration, SSO authentication, and platform security hardening activities • Manage update sets, application promotions, and release migration activities • Support ServiceNow Store and application repository updates, including scoped application lifecycle management • Perform and coordinate instance cloning activities across environments • Support platform upgrades, patching, and regression validation • Review system logs, performance metrics, and error reports to proactively resolve issues • Develop and execute structured test plans for platform changes • Build and maintain Automated Test Framework test suites • Support regression testing, validation, and User Acceptance Testing during upgrades and releases • Maintain integrity of CMDB records, configuration items, relationships, reference data, and core platform data structures • Administer Knowledge Management, including lifecycle, publishing, and access controls • Ensure test evidence and documentation support audit and compliance requirements • Support validation and troubleshooting of platform integrations, including REST/SOAP data flows as applicable • Support platform governance processes, including change workflows, release controls, naming conventions, configuration standards, and citizen development guardrails • Monitor instance health, respond to platform incidents, troubleshoot issues using logs and diagnostics, maintain documentation, and collaborate with developers, architects, security teams, and business stakeholders.

• Design, develop, configure, and enhance ServiceNow solutions to support federal program and portfolio management requirements. • Develop and maintain custom applications, workflows, business rules, UI policies, Flow Designer automations, and integrations. • Collaborate with ServiceNow Architects and business stakeholders to implement scalable, standards-based SPM solutions. • Support strategic reporting, dashboards, KPIs, and executive workspaces for portfolio visibility and decision-making. • Participate in Agile and SAFe ceremonies including PI Planning, sprint planning, demos, reviews, and retrospectives. • Perform code reviews and ensure adherence to development standards, platform governance, and best practices. • Support platform upgrades, patching, and performance optimization activities. • Troubleshoot and resolve platform defects, integration issues, and production support requests. • Ensure configurations and customizations align with federal security, compliance, and accessibility requirements. • Contribute to technical documentation, knowledge transfer, and cross-team collaboration.

• Design, develop, configure, and enhance ServiceNow solutions to support federal program and portfolio management requirements. • Develop and maintain custom applications, workflows, business rules, UI policies, Flow Designer automations, and integrations. • Collaborate with ServiceNow Architects and business stakeholders to implement scalable, standards-based SPM solutions. • Support strategic reporting, dashboards, KPIs, and executive workspaces for portfolio visibility and decision-making. • Participate in Agile and SAFe ceremonies including PI Planning, sprint planning, demos, reviews, and retrospectives. • Perform code reviews and ensure adherence to development standards, platform governance, and best practices. • Support platform upgrades, patching, and performance optimization activities. • Troubleshoot and resolve platform defects, integration issues, and production support requests. • Ensure configurations and customizations align with federal security, compliance, and accessibility requirements. • Contribute to technical documentation, knowledge transfer, and cross-team collaboration. • Other duties as assigned.

Role Description Participate in a 10-week ServiceNow Developer Training Program (iTech U Cohort), which combines self-paced learning, instructor-led sessions, and hands-on, project-based activities that support internal ServiceNow initiatives. The program also includes job readiness courses, guest speaker presentations, live demonstrations, and assigned Udemy courses, along with access to ServiceNow’s self-paced learning platform. This is a full-time, 40-hour-per-week program. When not attending job readiness sessions, guest speaker events, live demos, or other scheduled meetings, participants are expected to focus on their self-paced learning or other hands-on assignments. Upon completing the 10-week ServiceNow Developer Training Program, you’ll be eligible to continue your employment and for placement in a client-facing role when one is available, with the opportunity to contribute directly to a ServiceNow project. Our goal is to prepare you to step into an entry-level developer position. If a developer role isn’t immediately available, you may begin in a supporting role such as testing/QA, business analysis, or a similar position — giving you valuable experience while continuing to build your career path in ServiceNow. This is a remote position; however, candidates located in the DC metro area are welcome, but not required to work from our Arlington, VA office (M,W,F). Responsibilities - The employee will be assigned a ServiceNow certification in which they will work on a self-paced study program to sit and pass the associated exam (up to the cost of two exams will be covered by iTech AG). Examples of these certifications could include one of the following: ServiceNow Certified Application Developer, ServiceNow CIS certification (any module). This will be assigned to the employee during the first week of onboarding. - The employee will be assigned hands-on development tasks on an internal ServiceNow Application, completing assignments as required to demonstrate proficiency in using ServiceNow tools and fulfilling other tasks as assigned during the program. Qualifications - ServiceNow Administrator Certification (CSA exam passed) - Must be eligible to obtain a Public Trust security clearance Preferred Qualifications - Additional ServiceNow certification (exam passed) (such as CAD, CIS) - Strong professional experience in any field is valued; we welcome candidates who bring transferable skills, a proven work ethic, and the ability to learn quickly, even if prior experience is not directly in ServiceNow. - Excellent written and verbal communication skills, strong interpersonal abilities, and a customer-focused mindset, with the capability to engage effectively with all levels of the organization. - Self-motivated and able to work independently, while also thriving in a collaborative team environment. - Strong analytical and problem-solving skills with the ability to think critically and troubleshoot effectively. - Foundational or advanced knowledge of JavaScript, with a willingness to apply and expand these skills in practical scenarios. Clearance - Must be eligible to obtain a security clearance. - U.S. citizenship is required due to the requirements of our government contracts. Equal Opportunity Employer 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 reasonableaccommodations@itechag.com . Please address the subject line as Accommodation Request and include your name, contact information, and a description of your accommodation request.

• Execute hands-on platform configuration, customization, and deployment activities in alignment with design specifications • Develop and maintain technical documentation including configuration guides, integration specs, and deployment runbooks • Analyze current-state technical environments to identify gaps, dependencies, and migration requirements • Design and implement platform integrations with existing enterprise systems and data sources • Support data migration activities including mapping, validation, and reconciliation • Conduct unit and integration testing to ensure configurations meet functional and technical requirements • Troubleshoot and resolve platform issues, defects, and technical blockers across implementation phases • Collaborate with architecture and engineering teams to validate technical designs and ensure adherence to standards • Participate in technical workstream planning, sprint activities, and delivery tracking • Contribute to quality assurance processes, including peer review of technical configurations and documentation • Identify and escalate technical risks, dependencies, and impacts to the engagement lead • Support environment management including development, test, and production instances • Assist in the transition to deployment and post-go-live support phases • Other duties as assigned

• Lead hands-on platform configuration, customization, and deployment activities in alignment with enterprise design specifications and architectural standards • Architect and implement complex platform integrations with existing enterprise systems, data sources, and third-party applications • Conduct in-depth analysis of current-state technical environments to identify gaps, dependencies, risks, and migration requirements • Define and own technical documentation including configuration guides, integration specifications, data flow diagrams, and deployment runbooks • Lead data migration activities including strategy development, mapping, transformation, validation, and reconciliation • Design and execute comprehensive testing strategies including unit, integration, regression, and performance testing • Serve as a technical escalation point for platform issues, defects, and complex technical blockers across implementation phases • Drive adherence to platform architecture standards, security requirements, and governance frameworks • Provide technical leadership and mentorship to junior consultants and implementation team members • Lead technical workstream planning, sprint activities, and delivery tracking in collaboration with the engagement lead • Proactively identify and manage technical risks, dependencies, and cross-functional impacts • Evaluate and recommend platform enhancements, optimizations, and scalability improvements throughout the engagement • Own environment management strategy across development, test, staging, and production instances • Partner with architecture, engineering, and security teams to validate designs and ensure enterprise-wide alignment • Lead transition planning into deployment, hypercare, and post-go-live support phases • Contribute to continuous improvement efforts by identifying and implementing process and technical efficiencies • Other duties as assigned

• Lead activation and configuration of Now Assist features within the client production environment, including incident summarization, AI-assisted resolution note generation, and generative AI prompt tuning aligned to client operational standards • Implement and expand AI Search capabilities, including document indexing configuration and Knowledge Base governance controls such as content freshness workflows and review triggers • Lead configuration-first ITSM implementations emphasizing out-of-the-box ServiceNow capabilities; design and enforce CI linkage on Incident and Change records and execute legacy data cleanup and field rationalization • Manage structured environment promotion across development, test, and production instances, including test scripts, validation checklists, and security and data-handling sign-offs • Develop and maintain Flow Designer automations, service catalog items, workflow configurations, Business Rules, UI Policies, Client Scripts, and Script Includes aligned to client requirements • Conduct targeted assessments of client ITOM and CMDB environments, evaluating Discovery configuration, IRE reconciliation rules, data quality, and third-party data ingestion patterns from sources such as network management, MDM, and endpoint platforms • Produce assessment findings and prioritized remediation backlogs to inform future-phase planning and level-of-effort estimates • Define and maintain AI output validation standards; test AI-driven outputs for accuracy, security, and compliance prior to each production promotion cycle • Serve as primary technical point of contact for client IT stakeholders, facilitating technical working sessions and presenting findings and recommendations clearly to non-technical audiences • Provide technical mentorship, task direction, and peer review for the Senior Developer assigned to the engagement • Produce delivery status reports, risk logs, and milestone artifacts aligned to engagement timelines and SOW commitments • Adhere to established platform governance, change management, security review, and quality assurance processes throughout the engagement lifecycle