• Lead presales engagements: impactful demos, workshops, and tailored solution presentations for global clients. • Architect scalable ServiceNow solutions across ITSM, ITOM, IRM, HRSD, CSM, FSM, Gen AI/Agentic AI, App Engine, and industry-specific modules. • Own proposals and RFP/RFI responses: technical documentation, solution design, effort estimation, pricing models. • Collaborate with onshore leads, sales, delivery, and technical teams to create winning proposals and client roadmaps. • Act as a trusted advisor, ensuring best practices and platform alignment; support seamless handover from presales to delivery. • Provide technical guidance throughout the sales cycle, identifying cross-sell and upsell opportunities. • Curate and maintain solution collateral: presentations, case studies, technical documentation. • Stay ahead of industry trends, competitor offerings, and emerging technologies—especially in AI, CRM, and enterprise service management. • Mentor and build offshore teams, fostering innovation and excellence.

• Lead the optimization, implementation, and compliance alignment of SAM modules in ServiceNow SAM Pro Plus • Guide the implementation, configuration, and maintenance of SAM • Act as the bridge between IT Asset Management (ITAM) processes and the technical capabilities of the ServiceNow platform • Advise the team on SAM Pro Plus best practices, leveraging AI-driven insights for compliance and optimization • Provide expertise in publisher-specific licensing agreements • Oversee successful SAM platform integration into ITOM, HAM, and procurement systems • Design workflows for reconciliation, entitlement tracking, and compliance reporting using SAM Pro capabilities • Contribute to continuous improvement by supporting more robust CMDB data integration, automation workflows, and reconciliation • Create, manage, and deliver reports on license usage, compliance, and cost savings to stakeholders.

• Be a chief technical designer for ServiceNow architecture and solutions, responsible for overall code quality, maintainability, and platform understanding. • Establish and enforce engineering standards (patterns, reusable components, security guardrails, logging/telemetry expectations, review practices). • Provide design and architecture leadership across evolving products, integrations, and core platform capabilities, ensuring solutions scale and remain upgradable. • Lead platform modernization programs end-to-end, including deprecation replacements and removal of legacy patterns/customizations. • Document, manage, and govern customizations across the platform; customization risk, tradeoffs, and supportability impacts; and support steering partners in making informed decisions. • Carry this forward into roadmap advisory, upgrade planning, and ongoing platform health work. • Represent the business capabilities enabled by the platform and connect those capabilities to institutional goals, value, and strategy to guide prioritization and solution design. • Provide architectural controls to ensure the correct technical solutions are used when delivering business outcomes, including reviewing developer designs and approaches, recommending platform-aligned patterns, and enforcing guardrails that keep solutions secure, scalable, and upgradeable. • Proactively identify upcoming platform changes (deprecated APIs/features, new platform behaviors), assess impact, and create a sequenced remediation plan. • Own deprecations and migrations from inception to maintenance: introduce upcoming change to product owners, identify impacted groups, coordinate change management activities, update/run testing, ensure inclusion in upgrade preview, and validate post-release outcomes. • Operate a platform health program: monitor, report, and improve platform health, performance, usage, and compliance using platform tooling and analytics. • Ensure upgrades are predictable and low risk by maintaining remediation quality standards: regression strategy, upgrade preview readiness, automated test coverage, and mitigation planning. • Provide advanced troubleshooting, bug fixes, and root cause analysis; guide preventative automation to reduce recurrence and operational toil. • Evaluate and promote the value proposition of both adopted and latest ServiceNow products/capabilities, translating platform options into outcomes, tradeoffs, and investment recommendations. • Partner with ServiceNow and other vendor/implementation partners to plan and execute discovery efforts (workshops, requirements discovery, solution shaping, and proof-of-concept validation), ensuring outcomes are actionable and aligned to SNHU standards, roadmap, and operability expectations. • Document and maintain policies, procedures, and controls for operating the ServiceNow platform and its SDLC. • Design, prototype, implement, test, and deploy technical solutions (business rules, client/server scripting, UI policies/actions/pages, scheduled jobs, import/transform, ACLs, notifications, flows as appropriate). • Improve delivery reliability through repeatable automation, standardized release practices, and clear "definition of done" expectations (including testing and documentation). • Design and support integrations (SSO, CMDB/data sources, SaaS connectors) and integrate legacy systems with ServiceNow using MID Server, APIs, web services, email, chat, and other relevant technologies. • Support existing and custom applications within ServiceNow, including integration lifecycle ownership (monitoring, error handling, retry logic, and operational support). • Partner with process owners to translate our needs into solutions while reducing variation, eliminating waste, and promoting platform-patterns. • Mentor fellow technical resources and ecosystem partners; provide informal coaching and direction while raising overall engineering maturity. • Advise on vendor/consulting work (technical direction, quality gates, acceptance criteria, and operational readiness). • Be a senior escalation point for incident/ticket resolution and problem remediation and participate in on-call rotation as an escalation point. • Use AI-assisted tooling responsibly to accelerate analysis, documentation, and development while observing SNHU's evolving guidance and maintaining rigorous security, privacy, and human review standards.

Description *We are open to supporting 100% remote work anywhere within the continental US * The Work: ICF’s Digital Modernization and Experience (DMX) Division is a rapidly growing, entrepreneurial, technology-driven department, seeking a Change Management SME who will serve as a key member of the IT Service Management (ITSM) team and will be responsible for overseeing, coordinating, and continuously improving the organization’s Change Management processes. This role requires both strong process management skills and a solid understanding of enterprise technology environments. The successful candidate will ensure that changes to infrastructure, applications, and services are implemented in a controlled, compliant, and efficient manner while minimizing operational risk. The position requires hands-on experience with ServiceNow and the ability to collaborate with technical teams across multiple disciplines to evaluate change requests, enforce governance requirements, and support the maturation of the organization’s change management practices for our Federal clients. This position functions as a Subject Matter Expert (SME) for Change Management and will operate as a highly independent role responsible for providing strategic and technical guidance to the organization. The selected candidate is expected to bring senior-level expertise in IT Service Management and Change Management practices and serve as a trusted advisor to government stakeholders. Local candidates may be expected to work at the client site in Rockville, MD, at least 1-2 days per week. What You Will Do: - Coordinate and facilitate recurring SCRUM and Change Advisory Board (CAB) meetings, utilizing the ServiceNow Module and CAB Workbench to manage agendas, track changes, and document meeting outcomes. - Develop and maintain the weekly SCRUM and CAB agendas using ServiceNow Change Definitions to establish and manage recurring meeting schedules. - Create and maintain reports, dashboards, and performance metrics within ServiceNow, leveraging Platform Analytics to support Change Management Critical Success Factors (CSFs) and Key Performance Indicators (KPIs). - Develop, maintain, and update User Acceptance Testing (UAT) test cases for ServiceNow workflows related to the Change Management module and other associated custom workflows. Responsibilities include documenting testing procedures and validation steps, though not writing underlying scripts. - Conduct User Acceptance Testing (UAT) for ServiceNow platform upgrades and custom update sets that impact the Change Management module or other change-related functionality. - Develop training materials and deliver user training related to change management processes and ServiceNow functionality. - Support the organization in maturing its Change Management processes, including expanding change governance to cover application releases and deployments, not solely infrastructure changes. - Develop, document, and continuously improve Change Management procedures, policies, and operational processes, to include the ability to create and maintain knowledge articles within the ServiceNow Knowledge Management module and ensure documentation is clear, accurate, and accessible. - Serve as a governance gatekeeper for the change process by ensuring change requests meet all required standards prior to CAB review. This includes validating that: - Change requests are completed accurately and contain sufficient implementation details. - Configuration Items (CIs) are properly identified. - Applications are appropriately registered within the Configuration Management Database (CMDB). - Required security and compliance requirements have been addressed prior to review and approval. - Apply and enforce ITIL Change Management principles and best practices to ensure consistency, accountability, and operational stability. What You Will Bring With You: - Bachelor’s degree in computer science, information technology, or a related field or equivalent work experience - 6+years of experience ITSM & ITIL Knowledge: Strong understanding of IT Service Management processes and ITIL frameworks. - 4+ years of experience with Change management - 3+ years of ServiceNow experience - ITIL Foundation certification. - US Citizen or Green Card Holder due to federal contract requirements - Candidate must be able to obtain and maintain a Public Trust - Candidate must reside in the U.S., be authorized to work in the U.S., and all work must be performed in the U.S. - Candidate must have lived in the U.S. for three (3) full years out of the last five (5) years What We Would Like You To Bring With You: - ServiceNow Certified System Administrator (CSA) - ITIL – Managing Professional - PMP or Agile certifications - Certified Change Management Professional - Experience with iSpring training suite - Familiarity with DevOps practices or automated deployment methodologies Professional Skills: - Highly effective analytical, problem-solving, and decision-making capabilities. - Adept at translating technical information into business language #DMX24 #senw22 #Indeed #LI-CC1 #Clearance #ICN24 Working at ICF ICF is a global advisory and technology services provider, but we’re not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future. We can only solve the world's toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer. 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 policy. We will consider for employment qualified applicants with arrest and conviction records. 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 Candidateaccommodation@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.  Read more about workplace discrimination rights or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act. Candidate AI Usage Policy At ICF, we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) tools to generate or assist with responses during interviews (whether in-person or virtual) is not permitted. This policy is in place to maintain the integrity and authenticity of the interview process.  However, we understand that some candidates may require accommodation that involves the use of AI. If such an accommodation is needed, candidates are instructed to contact us in advance at candidateaccommodation@icf.com. We are dedicated to providing the necessary support to ensure that all candidates have an equal opportunity to succeed.   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 based on full-time employment is: $98,614.00 - $167,644.00 Nationwide Remote Office (US99)