• 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

Role Description We're looking for a consulting-minded ServiceNow Developer who thrives on solving complex problems and delivering measurable outcomes for federal clients. - Build and enhance ServiceNow ITSM solutions aligned to federal modernization goals. - Deliver in an outcome-focused model (e.g., improved SLA performance, reduced MTTR, stronger CMDB maturity). - Collaborate with consultants, architects, and client stakeholders to translate mission needs into platform capabilities. - Lead development across scripting, automation, and integrations (Flow Designer, JavaScript, REST/SOAP). - Support delivery end-to-end: requirements → build → test → deploy → optimize. - Ensure stability, performance, and secure configurations in regulated environments. - Leverage ServiceNow platform capabilities, AI, automation, and emerging technologies to accelerate delivery, improve quality, and create greater value for clients. - Mentor junior developers and contribute to best practices. Qualifications - 5+ years ServiceNow development experience - Strong ITSM expertise (Incident, Problem, Change, CMDB, Catalog, etc.) - Strong ServiceNow scripting/configuration skills (Business Rules, Script Includes, Client Scripts, ACLs) - Proficiency in JavaScript and REST/SOAP API integrations - Experience delivering in Agile/Scrum - Strong consulting mindset and stakeholder communication - ServiceNow certifications (CSA, CIS-ITSM, CAD, etc.) Requirements - Experience supporting federal clients or regulated environments Benefits - Ongoing personal and professional development opportunities. - Flexible paid time off, plus 12 paid holidays. - Premium healthcare plans — Medical, Dental, Vision — including HSA and FSA options. - Qualified 401(k) program.

• Manage a team of 10-15 engineers and architects. • Work with teams to build individualized career development plans. • Coach, mentor, and develop direct reports, including overseeing new employee onboarding. • Lead employees to meet the organization's expectations for productivity, quality, and goal accomplishment. • Provide effective performance feedback through employee recognition, rewards, and disciplinary action. • Actively manage bench time to support progress toward utilization targets, individual development goals, and solution development goals. • Understand sales pipeline and team capacity and capabilities and work with practice leadership to adjust staffing plans as needed. • Maintain skills and certification inventory of team. • Consciously create a workplace culture that supports the values and guiding principles of the organization. • Foster a culture of delivering with quality, Ownership and high performance. • Build and maintain a culture of trust through open and honest feedback and accountability. • Participate in pre-sales and scoping activities, building proposals, pricing, and statements of work. • Work with Project Managers and the Resource Management team to identify appropriate resources for projects. • Act as a key contact for projects staffed by team. • Provide expert technical architectural support and guidance for solutions. • Continuously improving project scoping and delivery by capturing lessons learned after each engagement and adjusting future proposals and approaches as appropriate.