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Washington, District of Columbia, United States of America
JOB #R2100045

Engagement Manager, ServiceNow ITOM

Job Description

ICF’s IT Modernization division is a rapidly growing, entrepreneurial, technology driven department, seeking an experienced ServiceNow Project Manager to join an established ServiceNow implementation team.

The Team:

This ICF ServiceNow team currently supports a federal client in the Washington, DC Metro Area providing Agile delivery with high focus on applying ServiceNow best practices to enable data governance strategy and maximize reuse of common data elements to maintain high data quality.

The Work

The ServiceNow Project Manager will lead an established team supporting a federal client with the implementation of the ServiceNow IT Operations Management (ITOM) suite.  Specifically, ServiceNow Discovery, Service Mapping, Event Management and Orchestration. 

Position Responsibilities:  

  • Partners with IT and operations stakeholders to define, prioritize and execute ITOM operational needs and enhancements to successfully deliver ongoing ITOM business capabilities. Dispenses guidance regarding ITOM solution design and alignment with business goals. 

  • Oversees and supports fulfillment of ongoing requests for enhancement and optimization for ServiceNow within an agile, iterative development methodology, providing guidance to the business regarding ITOM solution design and implementation. Leads sessions to gather, define, and document business requirements. 

  • Leads team of ServiceNow developers to deliver ITOM capabilities

  • Leverages PMI best practices for project delivery

  • Administers operational support of ServiceNow to ensure it is run and maintained in keeping with industry standards and best practices and meet the business needs. 

  • Forges strong, collaborative relationships and build consensus among competing stakeholders across business and IT peers, leveraging exceptional communication and interpersonal skills. 

  • Supports implementation of new ServiceNow features and modules such as (but not limited to) Service Mapping, Event Management, and Orchestration.

  • Supports management of related technical environments, including oversight of ongoing development activities and system administration. Oversees migration of code and configurations across development and production environments, including planning, testing and change management. 

Required Skills:  

  • A minimum of five years of relevant, IT experience with a focus on IT Operations Management. 

  • Three or more years of hands-on experience with ServiceNow. Certified ServiceNow Implementation Specialist preferred. 

  • 4 years of experience collaborating with stakeholders on business process improvements. 

  • 4 years experience defining and delivering systems’ support strategy, including business analysis and requirements gathering abilities. 

  • Excellent analytical and problem-solving skills 

  • Excellent interpersonal, written and verbal communication 

  • Team oriented approach 

  • US Citizenship required (required by federal government for this position)

  • Must be able to obtain Public Trust clearance

Working at ICF

Working at ICF means applying a passion for meaningful work with intellectual rigor to help solve the leading issues of our day. Smart, compassionate, innovative, committed, ICF employees tackle unprecedented challenges to benefit people, businesses, and governments around the globe. We believe in collaboration, mutual respect, open communication, and opportunity for growth. If you’re seeking to make a difference in the world, visit www.icf.com/careers to find your next career. ICF—together for tomorrow.

ICF is an equal opportunity employer that values diversity at all levels. (EOE – Minorities/Females/ Protected Veterans Status/Disability Status/Sexual Orientation/Gender Identity). For more information, please read our EEO & AA policy.

Reasonable Accommodations are available for disabled veterans and applicants with disabilities 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 non-discrimination:  EEO is the law and  Pay Transparency Statement.

DC Remote Office (DC99)

Who is ICF?

A global consulting services company with +7,000 people across +70 countries, but we are not your typical consultants.
LEARN MORE ABOUT ICF

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Join our talent network

ICF is growing, and we add new open roles to our site regularly. If you're waiting for that perfect opportunity at ICF or want an inside look at what it's like to do world-changing work, join our talent network to stay updated.

Join our talent network

ICF is growing, and we add new open roles to our site regularly. If you're waiting for that perfect opportunity at ICF or want an inside look at what it's like to do world-changing work, join our talent network to stay updated.