ServiceNow ITOM/ITAM Senior Developer (376)

iTech AG is seeking a ServiceNow ITOM / ITAM Senior Developer to serve as the senior technical lead on a ServiceNow platform stabilization and governance engagement for federal customer. The engagement spans four workstreams - CMDB Stabilization & Governance, SAM Pro, ITSM Process Automation & Operational Efficiency, and Platform Governance - with the CMDB as the lead workstream that all other modules depend on. This role owns the hands-on technical remediation and rebuild of the CMDB (ITOM) and the re-deployment of Software Asset Management / SAM Pro (ITAM).

The ideal candidate is a hands-on ServiceNow developer with deep ITOM and ITAM expertise who has remediated enterprise CMDBs end-to-end - from data-quality assessment through CSDM-aligned service modeling - and has diagnosed and recovered a failed SAM Pro deployment. This is a federal environment: work is performed primarily in Dev and Test (cloned down from Production) with limited Production access, and a federal Public Trust is assumed for Dev/Test. The developer works closely with iTech AG’s Business Process Consultants and the client’s platform owners, and operates within a CMDB/SAM governance framework they help establish.

ROLES AND RESPONSIBILITIES

• Own the hands-on technical delivery of Workstream 1 - CMDB Stabilization & Governance (the lead workstream), including:

• Comprehensive CMDB data-quality assessment and remediation baseline across CI classes and relationship data
• Remediation of ITSM-critical CI classes through data correction, reconciliation, and alignment with HAM/SAM data sources
• Rebuild and alignment of service models for priority business and IT services using CSDM standards and stakeholder validation
• Alignment of CIs to ITSM processes and establishment of a CMDB governance framework

Lead Workstream 2 - SAM Pro (ITAM) re-deployment, including:

• Detailed assessment of the failed SAM Pro deployment and analysis of existing SAM architecture, dependencies, and deployment
• A phased SAM implementation plan and re-deploy aligned to stakeholder priorities and CMDB dependencies
• Establishment of SAM governance processes and normalization of software/publisher data against the CMDB

Support Workstream 3 - ITSM Process Automation & Operational Efficiency, including:

• Assessment and optimization of incident management workflows, routing logic, SLA configurations, and escalation processes
• Integration of Incident, Problem, and Change Management and evaluation of Integration Hub utilization
• Definition and prioritization of automation use cases and operational efficiency recommendations

Support Workstream 4 - Platform Governance, including the platform-health dashboard (single-view for leadership with 5 core KPIs), process-owner assignments, and the quarterly OKR framework

Establish ServiceNow development and configuration standards and hands-on build the most complex components - business rules, script includes, transform maps, IntegrationHub/Flow Designer automations, and Discovery/Service Mapping configuration

Reconcile CMDB data against HAM/SAM and other authoritative sources and maintain data integrity over time

Partner with iTech AG Business Process Consultants and the client’s platform owners on process alignment and technical governance

Participate in Agile / Now Create ceremonies - sprint planning, backlog refinement, demos, and retrospectives - and contribute to technical documentation each sprint

Lead code and design reviews, enforce ServiceNow platform best practices, and mentor other developers on the engagement

Support platform upgrades, patching, and performance optimization, and troubleshoot and resolve defects and production support requests

Operate within the restricted federal environment (Dev/Test cloned from Production, limited Production access) and submit weekly time reporting

Other duties as assigned

• 6+ years of hands-on ServiceNow development experience
• 3+ years of hands-on ITOM experience (CMDB, Discovery, Service Mapping, CSDM)

• Proven experience remediating enterprise CMDBs end-to-end, including:

• Data-quality assessment and remediation baselines across CI classes and relationships
• CI class remediation, reconciliation, and dependency/relationship modeling
• CSDM-aligned service model rebuild and validation

Hands-on ServiceNow SAM Pro (ITAM) implementation experience, including diagnosing and recovering a stalled or failed deployment, normalization, and reconciliation

Strong ServiceNow scripting and configuration skills - JavaScript, Glide APIs, Script Includes, business rules, UI policies, transform maps/import sets, and Flow Designer

Experience designing and building integrations using IntegrationHub and REST/SOAP APIs

Experience integrating and optimizing ITSM processes (Incident, Problem, Change) and building operational dashboards/KPIs

Experience working in Agile delivery environments (ServiceNow Now Create methodology a plus)

Strong analytical, troubleshooting, and problem-solving skills

EDUCATION AND CERTIFICATIONS

• Bachelor’s degree
• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Implementation Specialist (CIS) - Discovery
• ServiceNow Certified Implementation Specialist (CIS) - Software Asset Management (SAM)
• Additional CIS certifications a plus (e.g., Service Mapping, Hardware Asset Management (HAM), ITSM); ServiceNow Certified Application Developer (CAD)

PREFERRED QUALIFICATIONS

• Hands-on experience with CSDM (Common Service Data Model) implementation and governance
• Experience standing up CMDB and SAM governance frameworks and executive steering cadences
• Prior DOE / NNSA or other federal delivery experience
• Familiarity with FedRAMP-authorized ServiceNow instances and federal ATO / security requirements
• Experience with Discovery and Service Mapping in complex, segmented network environments
• Experience building platform-health dashboards and KPI / OKR reporting for leadership
• Experience with software normalization, publisher/entitlement reconciliation, and license position reporting in SAM Pro
• Strong communication, stakeholder engagement, and collaboration skills
• Active DOE Q or L clearance

BACKGROUND / ELIGIBILITY

• Pursuant to government contracts, U.S. citizenship is required
• Ability to obtain and maintain a federal Public Trust; ability to obtain a DOE Q or L clearance if required by the site
• Ability to pass standard pre-employment background checks