Role Description ICF’s Digital Modernization Division is a rapidly growing, entrepreneurial, technology department, seeking a ServiceNow Developer to support a federal project. The Application Development Sustainment Services (ADSS) team supports Treasury Enterprise Application (EA) platform systems that are critical to the success of the Department of Treasury IT mission. The ADSS program provides contractor support for both Operations and Maintenance (O&M) activities and Development and Modernization (DM&E) efforts. As a Senior ServiceNow Developer, you play a pivotal role in successfully deploying ServiceNow solutions for our clients. In this role, you will be responsible for configuring, customizing, and implementing ServiceNow applications to meet specific client business requirements. 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. - Solution Discovery & Design: Work closely with Solutions Architects and Business Analysts to understand the business outcomes and functional requirements and how they align with ServiceNow solution designs. - Technical Implementation: Collaborate with cross-functional teams to implement ServiceNow solutions to align with the designed requirements and meet industry best practices. - Data Migration: Facilitate data migration activities from legacy systems to ServiceNow, ensuring data accuracy and consistency during the transition. Validate that data is migrated to the most beneficial ServiceNow data structures, leveraging out-of-the-box data schemas before designing custom tables and fields. - Integration Management: Assist architects and senior developers in the integration of ServiceNow with other systems and applications to create seamless end-to-end processes. - Technical Documentation: Create detailed documentation of configurations, customizations, data schemas, and other technical decisions for future reference. - Testing and Quality Assurance: Conduct thorough testing of ServiceNow configurations to validate functionality, data integrity, and user experience. Address any issues and perform necessary adjustments to ensure the solution meets the desired outcomes. - User Training: Support end-user training to ensure a smooth adoption of the implemented solution. - Change Management: Support change management efforts by assisting senior developers, architects, and users during the transition period, addressing inquiries, and resolving issues promptly. - Incident and Problem Resolution: Troubleshoot and resolve technical issues related to ServiceNow implementations. Collaborate with support teams to provide timely resolution to incidents and problems. - Security and Compliance: Adhere to security best practices and ensure that implemented solutions meet relevant compliance requirements. - Continuous Learning: Stay updated on the latest ServiceNow features, enhancements, and best practices to enhance the quality of implementations and maintain expertise in the platform. Continue certification and training process to meet practice standards and growth areas and contribute to the continued success of the team. - Collaboration and Communication: Work closely with project managers, other implementation specialists, and stakeholders to ensure seamless project coordination and effective communication, including risks, issues, successes, and overall project status. Qualifications - Participated in at least 1 ServiceNow implementation. - 1+ years of experience should include ServiceNow scripting, platform configuration, design, and deployment. - 4+ years of experience on the ServiceNow platform including the customization of the core applications such as Incident, Problem, Change, and Service Catalog. - 4+ years of experience with custom application development on the ServiceNow platform including Custom UI Pages and content in the CMS. - 6+ years of experience with the full SDLC responsibilities (independent of the ServiceNow platform) leveraging mature industry languages, with particular emphasis on JavaScript (e.g. HTML5, Jelly, jQuery, AngularJS). - 4+ years of experience implementing systems using the Agile/Scrum methodology. - 1+ years of experience with configuration, scripting (client/server), integrations (REST, SOAP, etc.), data model/tables, forms, record-producers, security/access (Glide), workflows, applications, events, email, homepages/reports, external data, Machine Learning, Orchestration, NOW Platform and custom Applications, etc. - US Citizenship required (required by federal client for this position). - Minimum of a Bachelor's Degree in Computer Science, Engineering, Information Technology, or related field. 1 year of additional demonstrated experience can be substituted for 1 year of education. - Must be able to obtain a Public Trust clearance. Requirements - ITOM / CMDB Implementation, Orchestration, and Discovery experience a plus. - Experience with multiple of the following products: IT Service Management, Event Management and Project Portfolio Management. - ITIL Foundations Certification (v4 or higher). - Analytical and problem-solving skills. - Strong analytical and organizational skills. - Experience juggling multiple tasks in parallel with an awareness for evolving prioritization. - ITSM and/or ITBM implementation experience. - ServiceNow Developer Certifications are strongly preferred. - ServiceNow Certified Application Developer certification preferred. - ServiceNow Service Portal micro-certifications preferred. - Hands-on experience (> 480 hours each) configuring or building 1-3 ServiceNow applications. - In-depth knowledge of ServiceNow platform capabilities, modules, and best practices. - Familiarity with ITIL processes and IT Service Management (ITSM) principles. - Strong technical skills, including scripting, workflow configuration, and business rule development. - Detail-oriented tendencies with excellent problem-solving and analytical abilities. - 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. Benefits - Pay Range: $119,323.00 - $202,850.00 based on full-time employment. - Reasonable Accommodations are available for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs.

• Configure, customize, and implement ServiceNow applications • Collaborate with teams to implement solutions and ensure best practices • Validate data migration from legacy systems to ServiceNow • Conduct thorough testing of configurations and provide user training

• Assist with the design, prototype, implement, test, and deploy business rules and technical solutions • Develop custom integration components and integrate legacy systems with platform using mid-server and other relevant technologies • Document, maintain and update policies, procedures and controls for the platform operation and software development life cycle while promoting agile development. • Assist ServiceNow System Administrators with incident resolution, as needed • Designs and develops new ServiceNow applications and services • Assist ServiceNow Business Analyst in estimating release level of effort

Role Description This position requires a keen focus on customer experience and operational stability. This role serves as the Raytheon Digital Technology ServiceNow liaison to RTX Corp that works in close partnership with the RTX ITSM and ServiceNow Leadership Team to drive operational excellence and continual improvement for Raytheon. As Raytheon’s ServiceNow liaison, this role is to ensure Raytheon ITSM execution is not only operationally sound, but also fully aligned with RTX’s vision for a secure, agile, and modern digital enterprise. What You will Do: - ITSM / Incident Management - Recommend, develop, and implement strategies to decrease incidents and improve overall customer satisfaction and productivity. - Promote governance and strategy through executive presentations. - Act as the Incident Operational Manager, spearheading Raytheon ITSM strategies in coordination with the RTX Digital Major Incident Management (MIM) Center of Excellence. - Serve as the primary liaison between Raytheon and RTX ITSM/ServiceNow Leadership Teams to synchronize Raytheon ITSM modernization efforts with RTX enterprise priorities, ensuring operational consistency and efficiency. - Optimize incident handling through targeted knowledge updates and automation, fostering quicker triage and enhancing self-service success rates. - Oversee Major and Critical (P1) Incidents, ensuring proper classification, prioritization, and adherence to SLAs. Represent Raytheon in RTX weekly incident review meetings. - Drive escalations and ensure clear communication with Raytheon leadership during critical incidents. - Analyze workflows and KPIs to identify performance gaps, address inefficiencies, and implement impactful enhancements to ITSM processes. - Design, execute, and manage end-to-end Test and Defect Management approaches specific to Raytheon for ServiceNow release upgrades (bi-annual) and testing new applications and capabilities. - Collaborate with Raytheon staff to leverage ServiceNow ITSM/ITIL capabilities and provide training on existing, new, and enhanced platform capabilities. - Promote ServiceNow best practices and offer tailored guidance to Service Owners, Support Group Managers/members, and other Raytheon staff as needed. - Service Catalog Management, Optimization, & Demand Management - Lead the migration, creation, and maintenance of ServiceNow catalog items, ensuring alignment with Raytheon-specific requirements. - Partner with stakeholders to gather requirements, design workflows, and implement automated approval and fulfillment processes. - Promote efficiency and stakeholder satisfaction through iterative enhancements of catalog items and workflows. - Maintain accurate ownership, support group assignments, and associated workflows for the Service Catalog to ensure seamless operations. - Conduct rigorous testing in ServiceNow Test Instances and validate functionality in production. - Report, track, and validate fixes for ServiceNow platform anomalies to ensure consistency across ITSM processes, including Incident, Major Incident, Problem, and Request Management. - Service Lifecycle Management - Utilize ServiceNow intake forms to gather service details and manage the onboarding and retirement of applications or technical services. - Develop dashboards to provide actionable insights to leaders. - Analyze incident, service task, and request data to identify patterns, offering strategic recommendations to minimize recurring issues and reduce high-cost impacts on operations. Qualifications - Typically requires a University Degree or equivalent experience and minimum 10 years prior relevant experience or an Advanced Degree in a related field and minimum 7 years of experience. - Previous Customer facing experience as a project/program manager required. - Experience owning and managing multiple aspects of a program/project. - Experience with ServiceNow platform administration, configuration, and enhancement. - Experience utilizing ITIL principles, particularly in incident management, service catalog management, and continual improvement processes. - Experience analyzing workflows, identifying inefficiencies, and implementing targeted improvements. - Experience with creating KPIs, metrics, and reports to drive ITSM process improvements. - U.S. Citizen - U.S. citizenship is required, as only U.S. citizens are authorized to access information under this program/contract. Requirements - Certified Implementation Specialist-IT Svc Mgmt. (CIS-ITSM). - Strong communication and collaboration skills, with the ability to interact effectively with diverse stakeholders, including leadership. - Ability to work in a high-paced environment with a focus on customer experience and operational stability. - ServiceNow Certified System Administrator (CSA). - ITIL v3 or ITIL 4 certification. - Experience in large-scale ITSM environments, preferably in aerospace/defense or similar industries. - Familiarity with ServiceNow Service Catalog, Request Management, and Incident Management modules. - Experience in managing ServiceNow release upgrades and defect management processes. - Strong problem-solving and analytical skills. Benefits - Medical, dental, vision, life insurance. - Short-term disability, long-term disability. - 401(k) match. - Flexible spending accounts. - Flexible work schedules. - Employee assistance program. - Employee Scholar Program. - Parental leave, paid time off, and holidays.