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Description

_*Candidates residing within a 50-mile radius of Washington, DC, will be required to report onsite daily to a federal agency office in the DC area. Candidates who reside outside the 50-mile radius will be considered full-time remote and will not be required to report on site daily *_

ICF’s Digital Modernization Division is a rapidly growing, entrepreneurial, technology department, seeking a Lead ServiceNow System Administrator to support a federal project.

Our Data Modernization Division is an information technology and management consulting department that offers integrated, strategic solutions to its public and private-sector clients. ICF has the expertise, agility, and commitment to design, build, and operate high-performance IT engines to support all aspects of our clients’ business.

Position Description

Our Digital Modernization and Experience Group is growing, and we are looking for a talented, highly motivated Lead ServiceNow System Administrator to join our ICF’s Digital Modernization Division. You will be responsible for helping government clients plan, manage, and execute their most complex digital transformation programs. We are looking for a ServiceNow System Administrator who will be responsible for helping clients define their overall implementation goals and implementing technology solutions.

As a ServiceNow System Administrator, you play a pivotal role in successfully leading the technical implementation of the ServiceNow solutions for our clients. In this role, you will lead key collaborative client discussions to understand current and desired business processes and identify success criteria. Your technical expertise and leadership, attention to detail, and commitment to excellence will contribute significantly to the success of our projects and the satisfaction of our clients.

Your responsibilities include:

+ **End-user Support:** Provide assistance to users in accessing and using ServiceNow. Perform account management, e.g., establishing, activating, modifying, disabling, and removing accounts. Provide support to IT systems, including day-to-day operations, monitoring, and problem resolution for all of the client/server/storage/network devices, mobile devices, etc

+ **Solution Discovery & Design:** Work closely with Solutions Architects and Business Analysts to understand and document the business outcomes and functional requirements, and lead the design of complex, effective ServiceNow solutions that align with those needs.

+ **Technical Implementation:** Collaborate with cross-functional teams and lead the implementation of ServiceNow solutions that align with the designed requirements and ensure solutions meet industry best practices. Develop and maintain advanced scripts, business rules, and client scripts.

+ **Data Migration:** Support data migration design and 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 in the design and integration of ServiceNow with other systems and applications to create seamless end-to-end processes.

+ **System Optimization:** Collaborate with solutions architects to analyze platform performance, design optimization strategies, and implement performance and security improvement configurations, contributing to the overall stability, efficiency, and security of ServiceNow solutions.

+ **Technical Documentation:** Validate the completeness of the team’s documentation of configurations, customizations, data schemas, and other technical decisions.

+ **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.

+ **Best Practices:** Contribute to the development of ICF’s best practices and standards. Adhere to security and implementation 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.

+ **Mentorship:** Provide technical guidance to Associate ServiceNow Developers and ServiceNow Developers. Support the growth of other Practice members to meet the needs of their role, the business, and future growth opportunities. Share solutions and lessons learned with the Practice.

+ **Collaboration and Communication:** Work closely with project managers, other implementation specialists, and stakeholders to ensure seamless project coordination and effective, regular communication, including risks, issues, successes, and overall project status. Support for the escalation and communication of status to agency management and internal customers

+ **Corporate Growth:** Support the development of client roadmaps and solution demonstrations to identify and foster new opportunities for ICF services and ServiceNow license sales. Although not required, it is encouraged to support proposals (“bids”) for new opportunities, including oral presentations and written technical proposals.

Required Experiences, Certifications, and Qualifications

+ 8+ years of experience implementing and/or supporting ServiceNow solutions

+ 8 +years of experience working with an Agile implementation framework.

+ ServiceNow Certified System Administrator

+ 2+ years of experience working and developing JavaScript - HTML5, Jelly, jQuery, and AngularJS.

+ 1+ years of Integration experience (SOAP, REST, and JSON as well as JDBC and file imports).

+ 6+ years of experience in the Administration of a ServiceNow instance, including the management of users, groups, and roles, ACLs, business rules, workflows, UI actions, UI policies, dictionary, and catalog items. Orchestration and Discovery experience is a plus.

+ US Citizenship required (required by federal client for this position)

+ Must be able to obtain a Public Trust clearance

+ MUST RESIDE IN THE United States (U.S.) and the work MUST BE PERFORMED in the United States (U.S.), as this work is for a federal contract and laws do apply.

The ideal candidate will also have:

+ Hands-on experience (>480 hours each) in configuring or building 10 or more ServiceNow applications.

+ In-depth knowledge of ServiceNow platform capabilities, modules, and best practices

+ Familiarity with ITIL processes and IT Service Management (ITSM) principles

+ In-depth knowledge of scripting languages, including JavaScript and GlideScript

+ Strong technical skills, including workflow configuration and business rule development

+ Expertise in designing and implementing complex workflows

+ The ability to independently create and manage integrations with external systems

+ Strong problem-solving skills and ability to innovate solutions

+ Detail-oriented tendencies with excellent problem-solving and analytical abilities

+ The ability to work effectively in a team-oriented, collaborative environment

+ Excellent communication and leadership abilities

+ Understanding of performance optimization techniques

**Responsibilities may include, but are not limited to** :

+ Manages and resolves incidents against ServiceNow applications

+ Performs routine maintenance to include performance monitoring and error identification/ remediation

+ Manages Update Set creation and migration

+ Schedules and verifies instance clones

+ Participates in ServiceNow upgrade planning and execution

+ Manages Instance Security, User/Group Access/Access Control Lists

+ Contributes to ServiceNow releases

+ Adheres to internal standards, policies, and procedures

+ Performs other duties as assigned

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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 (https://www.icf.com/legal/equal-employment-opportunity) 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  [email protected]  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 righ t s 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  [email protected] . 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:

$118,730.00 - $201,840.00

Nationwide Remote Office (US99)