Role Description We are seeking an experienced ServiceNow Business Analyst with a strong background in IT infrastructure to join our dynamic team. The ideal candidate will have over 10 years of experience in business analysis, focusing on ServiceNow platform implementations, particularly in IT Service Management (ITSM), IT Operations Management (ITOM), and IT Asset Management (ITAM). The role requires a deep understanding of infrastructure environments, including networks, servers, storage, and cloud services, to effectively analyze, design, and implement solutions on the ServiceNow platform. Key Responsibilities - Requirements Gathering and Analysis: - Collaborate with stakeholders to identify and document business requirements for ServiceNow implementations, enhancements, and integrations. - Analyze current infrastructure processes and workflows to identify areas for improvement and automation within the ServiceNow platform. - Facilitate workshops and meetings to gather technical and functional requirements. - Solution Design: - Translate business requirements into functional and technical specifications for ServiceNow solutions, with a focus on ITSM, ITOM, and ITAM modules. - Collaborate with technical teams to design and configure ServiceNow solutions that align with infrastructure needs. - Ensure that solutions are scalable, maintainable, and aligned with best practices. - Process Improvement and Automation: - Work closely with infrastructure teams to identify opportunities for process automation and optimization using ServiceNow workflows. - Develop and refine IT infrastructure service catalogs and improve service delivery using ServiceNow capabilities. - Stakeholder Management: - Act as a liaison between business, IT, and technical teams to ensure smooth communication and successful project delivery. - Provide clear, concise documentation of processes, requirements, and solution designs. - Testing and Validation: - Develop test cases and assist with user acceptance testing (UAT) to ensure that ServiceNow solutions meet business requirements. - Validate that solutions are functioning as expected and make necessary adjustments as required. - Change Management and Training: - Assist in change management efforts by providing training, documentation, and support to end-users and stakeholders. - Ensure successful adoption of new processes and solutions within the organization. - Ongoing Support and Optimization: - Provide post-implementation support and continuous improvement recommendations for the ServiceNow platform, ensuring that it meets evolving business and infrastructure needs. - Monitor the performance of implemented solutions and identify areas for future enhancements. Qualifications - Minimum 10 years of experience as a Business Analyst, with at least 5 years focusing on ServiceNow implementations. - Strong background in IT infrastructure, including networks, servers, storage, virtualization, and cloud services. - Deep knowledge of ServiceNow ITSM, ITOM, ITAM modules, with proven experience in configuring, customizing, and managing the platform. - Experience with process mapping, workflow automation, and service catalog development in an infrastructure context. - Ability to analyze complex infrastructure environments and translate business requirements into effective ServiceNow solutions. - Excellent written and verbal communication skills, with the ability to interact effectively with both technical and non-technical stakeholders. - Strong organizational skills with the ability to manage multiple projects and priorities in a fast-paced environment.

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