Lead ServiceNow System Administrator Public Trust TR
Listed on 2026-01-01
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IT/Tech
IT Consultant, IT Project Manager
* Candidates residing within a 50-mile radius of Washington, DC, will be required to report onsite daily to a federal agency office in the DC area. Candidates who reside outside the 50-mile radius will be considered full-time remote and will not be required to report on site daily *
ICF’s Digital Modernization Division is a rapidly growing, entrepreneurial, technology department, seeking a Lead Service Now System Administrator to support a federal project.
Our Digital Modernization Division is an information technology and management consulting department that offers integrated, strategic solutions to its public and private‑sector clients. ICF has the expertise, agility, and commitment to design, build, and operate high‑performance IT engines to support all aspects of our clients’ business.
Position DescriptionOur Digital Modernization and Experience Group is growing, and we are looking for a talented, highly motivated Lead Service Now System Administrator to join ICF’s Digital Modernization Division. You will be responsible for helping government clients plan, manage, and execute their most complex digital transformation programs. We are looking for a Service Now System Administrator who will be responsible for helping clients define their overall implementation goals and implementing technology solutions.
As a Service Now System Administrator, you play a pivotal role in successfully leading the technical implementation of the Service Now solutions for our clients. In this role, you will lead key collaborative client discussions to understand current and desired business processes and identify success criteria. Your technical expertise and leadership, attention to detail, and commitment to excellence will contribute significantly to the success of our projects and the satisfaction of our clients.
Yourresponsibilities include:
End‑user Support: Provide assistance to users in accessing and using Service Now. Perform account management, e.g., establishing, activating, modifying, disabling, and removing accounts. Provide support to IT systems, including day‑to‑day operations, monitoring, and problem resolution for all of the client/server/storage/network devices, mobile devices, etc
Solution Discovery & Design: Work closely with Solutions Architects and Business Analysts to understand and document the business outcomes and functional requirements, and lead the design of complex, effective Service Now solutions that align with those needs.
Technical Implementation: Collaborate with cross‑functional teams and lead the implementation of Service Now solutions that align with the designed requirements and ensure solutions meet industry best practices. Develop and maintain advanced scripts, business rules, and client scripts.
Data Migration: Support data migration design and activities from legacy systems to Service Now, ensuring data accuracy and consistency during the transition. Validate that data is migrated to the most beneficial Service Now data structures, leveraging out‑of‑the‑box data schemas before designing custom tables and fields.
Integration Management: Assist architects in the design and integration of Service Now with other systems and applications to create seamless end‑to‑end processes.
System Optimization: Collaborate with solutions architects to analyze platform performance, design optimization strategies, and implement performance and security improvement configurations, contributing to the overall stability, efficiency, and security of Service Now solutions.
Technical Documentation: Validate the completeness of the team’s documentation of configurations, customizations, data schemas, and other technical decisions.
Testing and Quality Assurance: Conduct thorough testing of Service Now configurations to validate functionality, data integrity, and user experience. Address any issues and perform necessary adjustments to ensure the solution meets the desired outcomes.
User Training: Support end‑user training to ensure a smooth adoption of the implemented solution.
Change Management: Support change management efforts by assisting senior developers, architects, and users during the transition…
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