Lead ServiceNow Developer (Remote)

*We are open to supporting 100% remote work anywhere within the U.S.*

The Digital Modernization division of ICF is seeking a motivated Lead ServiceNow Developer. In this role, you will assist the ServiceNow Platform team with governance of the platform, including development of new functionality and integrations, small customization, configuration, troubleshooting errors, remedying incidents, and conducting root-cause analysis. This role is client facing and all team members are expected to champion tasks, interface with customers and have a high level of logistical skill that wouldn’t necessarily be needed on a regular developer role.

Our Digital 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 client’s business. Some work may be required to be performed at a client site in Rockville, MD.

As a Senior or Lead ServiceNow Developer you play a pivotal role in successfully leading the design and deployment of ServiceNow solutions for our clients. In this role, you will lead the design, configuration, customization, and implementation of ServiceNow applications to meet specific business requirements. 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.

What you will be doing:

Implementation Support: Implement enhancements based on priority given by platform owner; conduct code reviews and ensure adherence to best practices. Collaborate with cross-functional teams and implement solutions that align with the designed requirements and ensure solutions meet industry best practices. Develop and maintain advanced scripts, business rules, and client scripts.

Integration and Automation: Support existing ServiceNow integrations and work with the team on any future integrations that the client needs.

Enhancement Requests: Design, develop and support the promotion process of individual enhancement requests across the platform.

Deployment Management: All developers are expected to occasionally support weekly platform deployments from various development teams, a firm grip of update set management and promotion is needed. There is also potential to input on a redesign of the promotion process.

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. Troubleshoot errors and remedy incidents that are assigned to the Platform Queue inclusive of user access, integrations, scripting, etc. Conduct root cause analysis and provide work arounds for platform issues.

Performance 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.

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.

Road Mapping: Support Platform Architects in designing and planning for major road mapping items, including upgrades, clone downs and major initiatives.

Citizen Development Support: Partner with Citizen developers to automate business tools at an accelerated pace. This would be to help with AEMC governance, handovers between citizen development and pro-development and promotion to production.

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.

Continuous Learning: Stay updated on ServiceNow advancements and industry trends in order to advise client of new features and functionality.

Client Relationships: Understand client needs, provide guidance, and exceed expectations.

What you must have:

Bachelor’s Degree from an accredited institution

7+ years’ experience implementing ServiceNow solutions.

ServiceNow Certified Application Developer Certification.

US Citizenship or green card is required due to federal contract requirements.

Must be able to obtain Public Trust clearance.

Desired Skills:

Any Certified Implementation Specialist certification.

ServiceNow Certified System Administrator certification

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

Technical skills, including workflow configuration, and business rule development.

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.

Understanding of performance optimization techniques

Excellent oral and written communication skills

Ability to work well under constantly changing deadlines and priorities.

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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 an inclusive workplace that allows everyone to thrive. We are an equal opportunity employer, committed to hiring regardless of any protected characteristic, such as race, ethnicity, national origin, color, sex, gender identity/expression, sexual orientation, religion, age, disability status, or military/veteran status. 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 & AA policy.

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 icfcareercenter@icf.com 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, the Pay Transparency Statement, or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act.

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 is:

$102,285.00 - $173,884.00

Nationwide Remote Office (US99)