• responsible for designing, implementing, maintaining, and improving CMDB, HAM, and SAM capabilities within the ServiceNow platform. • ensures the accuracy, integrity, and operational value of configuration and asset data across the enterprise. • supports governance, automation, discovery, and lifecycle management initiatives. • partners closely with infrastructure, cloud, security, procurement, and platform teams. • supports alignment with the ServiceNow Common Service Data Model (CSDM) to enable standardized service-aware operations.

Title: Senior ServiceNow ITSM Quality Assurance Analyst (Remote) NI Location: United States Rockville, MD Job Description: time type Full time job requisition id R2601892 The Work: ICF’s Digital Modernization Division is seeking an ITSM Quality Assurance (QA) Analyst with hands-on ServiceNow experience to support NIH projects. In this role, you will help ensure the quality, reliability, and usability of ServiceNow-based ITSM solutions by partnering with developers, business analysts, product owners, and stakeholders across cross-functional teams. The QA Analyst will validate ServiceNow configurations, enhancements, workflows, and low-code solutions to ensure they meet requirements, support ITIL-aligned processes, and perform effectively in a federal client environment. This role includes functional, regression, and user acceptance testing for ITSM modules and related platform updates. 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 In this role, you will support one or more project teams by: - Use SN Agile and related tools to track testing progress, defects, risks, dependencies, and quality metrics across ServiceNow delivery work. - Participate in Agile ceremonies including sprint planning, backlog refinement, and retrospectives. - Participate in requirements reviews, backlog grooming, and sprint planning to identify test scenarios, risks, and impacts to ServiceNow ITSM workflows. - Work with the project team during sprint planning to identify risks and potential system impacts. - Develop, document, and execute test plans, test cases, and test scripts for ServiceNow enhancements and releases. - Perform functional, regression, and user acceptance testing for ServiceNow ITSM modules, workflows, and web-based applications. - Partner with developers and platform administrators to troubleshoot issues, validate fixes, and support root-cause analysis for ServiceNow defects. - Execute test cases, document defects with clear reproduction steps, and partner with developers to support bug fixes and change requests. - Review user stories and acceptance criteria and create test scenarios and scripts for ServiceNow enhancements using clear, traceable test documentation. - Develop and maintain test plans (automated where applicable, eg ServiceNow ATF, Playwright, or other testing tools), test cases, regression suites, and validation documentation for ServiceNow releases, update sets, and new functionality. - Support testing for ServiceNow platform upgrades, patches, and configuration changes to confirm stability across ITSM processes. - Advise on and advocate for rigorous QA processes and documentation on projects and within the organization. - Conduct demos or training necessary for the successful execution of the project - Communicate effectively with a wide variety of technical and non-technical audiences What You Will Bring with You : - Bachelor’s Degree in Computer Science, Information Systems, Engineering or other related scientific/technical discipline - 6+ years of QA experience testing web-based applications, including functional, regression, and user acceptance testing. - 3+ years of experience working in Agile delivery environments with user stories, sprint ceremonies, and defect tracking tools. - 1+ years of hands-on experience testing or supporting ServiceNow-based ITSM solutions and workflows. - 1+ years of experience with API and integration testing - 1+ years of experience with Agile or Scrum development methodologies - 1+ years of working knowledge of ITSM concepts and ITIL-aligned processes such as incident, request, problem, and change management. - Candidate must be able to obtain and maintain a Public Trust with the government - 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. - Must be a United States (U.S.) Citizen or Green card, and the work MUST BE PERFORMED in the United States (U.S.), as this work is for a federal contract, and laws do apply What We Would Like You to Bring with You: - Software testing certification and/or ServiceNow certification. - Experience with Agile Scrum methodology and testing within iterative delivery cycles. - Strong analytical, problem solving, and time management skills - Ability to work independently and collaboratively with strong organizational, reporting, and time management skills. - Familiarity with ServiceNow releases, update sets, platform upgrades, or automated testing practices such as ATF. - Strong attention to detail and the ability to create clear, accurate test documentation. Professional Skills - Strong analytical, problem-solving, communication, and stakeholder collaboration skills in a structured QA environment. #DMX24 #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  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. 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: $81,499.00 - $138,549.00 Nationwide Remote Office (US99)

• Responsible for overall design, mapping of client business requirements to systems/technical requirements • Work with clients to assess current state processes and tools • Identify ServiceNow platform solution options • Define ServiceNow solution requirements • Determine and define integration requirements • Develop overall architecture and implementation plans

Company Description It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone. Job Description The Company Work matters. It's where we spend a third of our lives. And the workplace of the future is going to be a great place. We're dedicated to bringing that to life for people everywhere. That's why we put people at the heart of everything we do. People matter. Our people have a passion for learning, building, and innovating. Whether you're an engineer, a sales professional, a finance professional, or anything in between, our roles aim to provide each person with meaningful impact and plenty of space to grow. The Team The Expert Services team at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of the Expert Services team, you will work with our customers to drive consumption, adoption, and customer satisfaction and ultimately help our customers grow their business on the ServiceNow platform by getting them to see the value of their ServiceNow investment. The Role The Technical Consultant is the functional and technical expert of a customer engagement team - consulting with customers and configuring the ServiceNow Risk & Resilience products based on configuration leading practices - all with the goal of accelerating and driving customer business outcomes. What you get to do in this role:• Develop solutions for our customers through technical configuration of the Risk & Resilience products• Be the technical expert in how to configure best and implement the Risk & Resiliency product portfolio using ServiceNow leading practices focused on configuration vs. customization• Articulate the implications of customization and technical debt while consultatively weighing the pros and cons of OOB vs. customization• Advise customers in their efforts to take advantage of the ServiceNow Risk solutions' standard capabilities in their efforts to improve their Risk processes• Participate in customer design workshops focused on ServiceNow Platform and Risk solution technology• Drafting more technically-focused user stories, their acceptance criteria, testing strategy, and knowledge transfer while supporting customers in reviewing and approving them• Guides and provides ad-hoc oversight/training for the customer's future system administrators throughout the engagement• Lead technical aspects of project delivery and solution delivery for engagements, sometimes providing oversight and unit testing of partner resources development• Be a lead member of an overall engagement project team focused on delivering successful and substantive customer outcomes• Develop required integration components (REST/SOAP API, Integration Hub, etc.) with multiple systems• Develop required workspace components using UIB and otherwise to meet the acceptance criteria• Prepare all customer-facing deliverables focused on the technology and responsible for the quality of the configured/developed solution• Juggle multiple and complex projects/initiatives• Promoting continuous improvement practices for delivery/engagement materials• Supporting specific services sales activities when required• Providing training and mentoring to other members of the ServiceNow delivery team and partner ecosystem upon request• Up to 30% travel annually, driven by customer needs and internal meetings Qualifications In order to be successful in this role, we need someone who has:• Current active ServiceNow certifications: o Certified System Administrator (CSA) o Certified Implementation Specialist in Risk and Compliance (CIS-RC)• 10-12 years of ServiceNow configuration/development experience for complex, highly-capable technologies - inclusive of integrations• 10-12 years of ServiceNow Integrated Risk Management (IRM) configuration/development experience configuration/development experience• Demonstrated ability to influence and consult (providing options with pros, cons, and risks) related to the Risk & Resilience solutions, while providing thought leadership to Risk & Resilience sponsors/stakeholders in solving technical problems• Experience with Web Technologies (XML, HTML, JavaScript, Web Services, Bootstrap, CSS, middleware, LDAP, SSO, etc.) and working with SaaS technologies• Proficiency in ServiceNow scripting and Glide Scripting• Strong interpersonal skills, customer-centric attitude, and ability to deal with cultural diversity• Proven team player and team builder Additional Information Work Personas We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service. Equal Opportunity Employer ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. Accommodations We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance. Export Control Regulations For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.