DescriptionOVERVIEWiTech 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
MINIMUM QUALIFICATIONS- 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
