ServiceNow Subject Matter Expert; SME Storefront & Service Catalog

Location:

Chantilly, VA (Government/Contractor SCIF) 100% on-site

Active Top Secret Clearance/TS SCI Preferred

We are seeking a Customer Service Management (CSM) / Storefront Functional SME to lead the functional design of DIA's customer-facing storefront – the customer and account model, product and service catalog, and the ordering, fulfillment and entitlement experience. You will help take the platform from Release 1 (one approved customer and offering live end-to-end) through subsequent releases that expand the catalog, fulfillment routing and delegated administration.

Per the CIO-5 HQ Requirement, this role also touches the storefront engineering detail that makes the customer experience operate:
Service Portal page and widget design, Flow Designer approval sequences, and SLA/breach-notification logic.

• Functional expertise in Service Now CSM and/or Service Portal-based storefront implementations.
• Experience designing customer/account models, product and service catalogs, and approval/fulfillment routing.
• Familiarity with Flow Designer approval sequences, SLA configuration and delegated administration patterns.
• Experience partnering with UX/design standards for portal page and widget design.

• Define the customer and account model and the service/product offering catalog, including eligibility, availability, cost attributes and bundles.
• Design approval and fulfillment routing and the storefront browsing/ordering experience.
• Guide Service Portal page and widget design to the DIA/CIO UX Design Standard.
• Define Flow Designer sequences for multi-stage approval routing and SLA/breach-notification logic.
• Support delegated customer administration and entitlement visibility requirements.
• Partner with the D1-D4 development team across Releases 1 through 4.
• Support UAT, training and operational readiness for each release.

To be successful in this role, you'll need:

Success in this role is measured by your ability to get a real customer and a real offering live end-to-end at Release 1, and to grow that foundation into a repeatable storefront model across subsequent releases.

Must meet degree and years of experience criteria below:

• High School Diploma/ GED - 12
• Associates Degree - 10
• Bachelors Degree - 8
• Masters Degree - 6
• PhD - 4

• DoD 8570 IAT II (e.g., Security+)
• Service Now Certified System Administrator (CSA)

• Service Now Certified Implementation Specialist - Customer Service Management
• ITIL 4 Foundation

Salary Range: $150-245k. The final offered salary will be based on several factors, including but not limited to the candidate's depth of experience, skill set, qualifications, and internal pay equity. Hiring at the top end of the range would not be typical, to allow for future meaningful salary growth in this position

New River Systems is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, nation origin, disability, protected veteran status or any other factor protected by law.