ServiceNow Functional Lead

Overview

Acuity, Inc. seeks a dynamic Service Now Functional Lead to support a highly visible federal Service Now platform modernization initiative. This role leads functional analysis, ITSM process alignment, and stakeholder coordination for modernization of the agency’s enterprise Service Now platform.

Acuity supports mission-critical federal programs, and this role works directly with government stakeholders, architects, and engineering teams to assess the current platform, define functional requirements, and guide implementation of standardized Service Now service management capabilities.

The Functional Lead serves as the primary bridge between business stakeholders and technical teams, ensuring Service Now capabilities align with operational needs, ITSM best practices, and enterprise service delivery goals.

The Functional Lead works with government stakeholders, architects, and development teams to define, implement, and mature enterprise Service Now capabilities. The individual will:

• Lead functional analysis and requirements definition supporting Service Now platform assessment and modernization efforts.
• Identify, document, and prioritize ITSM functional requirements across key processes including Incident, Problem, Change, Major Incident, and Knowledge Management.
• Work with stakeholders to evaluate current processes and define standardized ITSM workflows aligned with Service Now capabilities.
• Translate operational requirements into clear functional specifications supporting Service Now configuration and development.
• Collaborate with architects and developers to ensure functional requirements are implemented through scalable, maintainable Service Now configurations.
• Facilitate stakeholder workshops, requirements sessions, and process design discussions supporting platform modernization.
• Support definition and governance of service catalog offerings, request models, and service ownership structures.
• Develop and coordinate functional testing strategies including user acceptance testing (UAT) and validation of implemented platform capabilities.
• Monitor project progress and maintain functional artifacts including requirements documentation, process models, and implementation plans.
• Work closely with stakeholders to adapt platform capabilities as operational needs evolve.
• Provide user guidance and training on implemented ITSM capabilities within Service Now.

• Bachelor’s Degree
• Minimum five (5) years of experience supporting Service Now implementations or enterprise ITSM platforms.
• Demonstrated knowledge of ITIL and ITSM processes.
• Experience gathering, documenting, and managing functional requirements for enterprise systems.
• Experience supporting Service Now implementations across multiple modules or platform capabilities.
• Demonstrated ability to analyze multiple solution approaches and advise leadership on functional and operational implications.
• Strong understanding of enterprise information systems including application development, integrations, security considerations, and operational support models.
• Strong leadership, facilitation, and problem-solving skills.
• Strong written and verbal communication skills with the ability to work effectively across technical and business teams.
• Certified Scrum Master (CSM).

• PMP certification.
• Experience supporting Service Now ITSM implementations.

• Must be a US Citizen and able to obtain and maintain a Public Trust clearance.

Acuity is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.