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., * 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

ServiceNow, ServiceNow, IT Service Management (ITSM), Automation, Technical Leadership, Asset Management Software, Operations Processes, Testing, Business Processes, Data Quality, * 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