ServiceNow Workplace Service Delivery SME

OVERVIEW

iTech AG is seeking a highly experienced Service Now Workplace Service Delivery (WSD) Subject Matter Expert to support transformational initiatives across our Financial Services sector. This role is central to driving enterprise platform modernization for federal clients including financial regulators, oversight bodies, and government-sponsored enterprises.

The WSD SME will serve as the primary functional and strategic advisor for all WSD-related work streams, providing deep platform expertise across facilities, space management, move management, asset management, and workplace experience capabilities. The ideal candidate combines strong technical Service Now knowledge with the ability to communicate effectively with senior federal executives and stakeholders.

• Lead end-to-end design, configuration, and implementation of Service Now WSD modules including Workplace Case Management, Space Management, Move Management, Visitor Management, and Asset Management
• Conduct persona workshops to capture requirements, validate workflows, and define user experience expectations across cross-functional stakeholder groups
• Configure preventive maintenance strategies, service catalogs, and work order management processes; develop and implement AutoCAD-driven space management configurations including floorplan imports, space assignments, and occupancy analytics
• Design and build multi-persona analytics dashboards and reporting, integrating WSD capabilities across facilities, physical assets, space planning, and move management into a cohesive workplace solution

• Serve as the recognized WSD subject matter expert, partnering with senior federal managers and executives to provide strategic direction and validate enterprise platform approach through strategy sessions, assessments, and design reviews
• Assess the operational and functional baseline of client organizations, evaluate platform gaps, and define modernization roadmaps that align WSD capabilities with agency mission and cross-functional goals spanning facilities, HR, IT, and security
• Develop and maintain configuration documentation and SOPs; support organizational change management by identifying training needs, designing adoption strategies, and coaching client teams on WSD capabilities
• Guide identification of technology deficiencies that impede organizational goals and generate strategies for enhanced WSD operations across the enterprise

• Mentor and provide technical guidance to more junior Service Now developers and functional analysts on WSD best practices and federal delivery standards
• Contribute domain expertise to proposals, SOWs, and business development pursuits, including capability demonstrations and RFI/RFP responses
• Maintain current knowledge of Service Now platform release cycles, WSD product updates, and federal workplace policy and regulatory drivers

Other duties as assigned.

• Minimum 8 years of industry experience in IT consulting, enterprise platform delivery, or federal facilities/workplace management
• Minimum 4 years of hands‑on, specialized experience with Service Now Workplace Service Delivery (WSD) module
• Demonstrated experience conducting workshops, validating and designing workflows, and leading stakeholder discovery sessions
• Hands‑on experience with AutoCAD for space management, including floorplan imports and AutoCAD‑driven space configuration within Service Now
• Proven track record working directly with senior leaders and executives to assess operational readiness and deliver strategic modernization plans
• Strong direct client communication skills with the ability to present complex technical concepts to non‑technical audiences
• Experience developing dashboards and reporting within the Service Now platform
• Familiarity with federal IT environments, federal acquisition regulations, and government IT security requirements

• Service Now Certified System Administrator (CSA)
• Service Now WSD Accreditation (Workplace Service Delivery…