ServiceNow ITOM​/ITAM Senior Developer

OVERVIEW

iTech AG is seeking a Service Now ITOM / ITAM Senior Developer to serve as the senior technical lead on a Service Now platform stabilization and governance engagement for federal customer. The engagement spans four work streams — 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 Service Now 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 Service Now development and configuration standards and hands‑on build the most complex components — business rules, script includes, transform maps, Integration Hub/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 Service Now 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

• 6+ years of hands‑on Service Now 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…