Lead ServiceNow Developer

OVERVIEW

iTech AG is seeking an experienced Lead Developer / Sr. Technical Consultant to serve as the primary technical lead on a complex Service Now engagement supporting a federal agency customer. This role is responsible for the end-to-end design, configuration, and delivery of Service Now solutions spanning AI and Now Assist activation, ITSM workflow engineering, and ITOM/CMDB assessment and implementation. Beyond hands‑on platform delivery, this role carries an advisory responsibility — translating client operational requirements into scalable, maintainable Service Now capabilities and guiding junior team members through controlled multi‑environment promotion cycles.

The successful candidate will serve as the primary technical point of contact for client stakeholders and the engagement delivery lead. The ideal candidate combines deep Service Now platform expertise across ITSM, AI features, and ITOM with strong communication skills, federal delivery experience, and a configuration‑first implementation philosophy.

• Lead activation and configuration of Now Assist features within the client production environment, including incident summarization, AI‑assisted resolution note generation, and generative AI prompt tuning aligned to client operational standards
• Implement and expand AI Search capabilities, including document indexing configuration and Knowledge Base governance controls such as content freshness workflows and review triggers
• Lead configuration‑first ITSM implementations emphasizing out‑of‑the‑box Service Now capabilities; design and enforce CI linkage on Incident and Change records and execute legacy data cleanup and field rationalization
• Manage structured environment promotion across development, test, and production instances, including test scripts, validation checklists, and security and data‑handling sign‑offs
• Develop and maintain Flow Designer automations, service catalog items, workflow configurations, Business Rules, UI Policies, Client Scripts, and Script Includes aligned to client requirements
• Conduct targeted assessments of client ITOM and CMDB environments, evaluating Discovery configuration, IRE reconciliation rules, data quality, and third‑party data ingestion patterns from sources such as network management, MDM, and endpoint platforms
• Produce assessment findings and prioritized remediation backlogs to inform future‑phase planning and level‑of‑effort estimates
• Define and maintain AI output validation standards; test AI‑driven outputs for accuracy, security, and compliance prior to each production promotion cycle
• Serve as primary technical point of contact for client IT stakeholders, facilitating technical working sessions and presenting findings and recommendations clearly to non‑technical audiences
• Provide technical mentorship, task direction, and peer review for the Senior Developer assigned to the engagement
• Produce delivery status reports, risk logs, and milestone artifacts aligned to engagement timelines and SOW commitments
• Adhere to established platform governance, change management, security review, and quality assurance processes throughout the engagement lifecycle

• Five to seven years of hands‑on Service Now platform implementation and consulting experience in enterprise or federal environments
• Deep expertise across ITSM, Now Assist and generative AI capabilities, ITOM, and CMDB on current Service Now releases
• Proven track record managing multi‑instance environments with structured, controlled promotion workflows
• Hands‑on experience configuring Now Assist, AI Search, or equivalent generative AI features within the Service Now platform
• Experience with CMDB health assessment, IRE configuration, Discovery setup, and third‑party data ingestion integration
• Proficient in JavaScript for server‑side scripting including Business Rules and Script Includes;
  Glide Record and REST API integration experience
• Demonstrated ability to present technical findings and recommendations to enterprise or government stakeholders clearly and confidently
• Experience working in Agile or structured delivery models including sprint execution, backlog management, and release…