Senior ServiceNow ITOM/ITAM Developer

This is a fully remote position, open to applicants in Virginia.

📋 Description

• Take ownership of the hands-on technical execution of Workstream 1 — CMDB Stabilization & Governance (the primary workstream), which includes: a comprehensive assessment of CMDB data quality and establishing a remediation baseline across CI classes and relationship data.

• Remediate ITSM-critical CI classes through data correction, reconciliation, and alignment with HAM/SAM data sources.

• Reconstruct and align service models for prioritized business and IT services following CSDM standards and validating with stakeholders.

• Align CIs with ITSM processes and create a CMDB governance framework.

• Lead Workstream 2 — SAM Pro (ITAM) redeployment, involving: a detailed assessment of the previous SAM Pro deployment and analysis of current SAM architecture, dependencies, and deployment.

• Develop a phased SAM implementation plan and redeployment strategy aligned with stakeholder priorities and CMDB dependencies.

• Establish SAM governance processes and normalize software/publisher data against the CMDB.

• Assist Workstream 3 — ITSM Process Automation & Operational Efficiency, which includes: assessing and optimizing incident management workflows, routing logic, SLA configurations, and escalation processes.

• Integrate Incident, Problem, and Change Management and evaluate the utilization of Integration Hub.

• Define and prioritize automation use cases and recommendations for operational efficiency.

• Support Workstream 4 — Platform Governance, including the platform-health dashboard (a unified view for leadership with 5 core KPIs), process-owner assignments, and the quarterly OKR framework.

• Establish ServiceNow development and configuration standards and build the most complex components hands-on — business rules, script includes, transform maps, IntegrationHub/Flow Designer automations, and Discovery/Service Mapping configuration.

• Reconcile CMDB data against HAM/SAM and other authoritative sources while maintaining data integrity over time.

• Collaborate with iTech AG Business Process Consultants and client platform owners on process alignment and technical governance.

• Engage 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 best practices on the ServiceNow platform, and mentor other developers involved in the engagement.

• Support platform upgrades, patching, and performance optimization; troubleshoot and resolve defects and production support requests.

• Operate within a restricted federal environment (Dev/Test cloned from Production, limited Production access) and submit weekly time reports.

⛳️ Requirements

• 6+ years of hands-on experience in ServiceNow development.

• 3+ years of practical experience in ITOM (CMDB, Discovery, Service Mapping, CSDM).

• Proven track record in end-to-end remediation of enterprise CMDBs, including: data quality assessment and remediation baselines across CI classes and relationships.

• Experience in CI class remediation, reconciliation, and modeling of dependencies/relationships.

• CSDM-aligned service model reconstruction and validation experience.

• Hands-on experience with ServiceNow SAM Pro (ITAM) implementation, including diagnosing and recovering stalled or failed deployments, normalization, and reconciliation.

• Strong skills in ServiceNow scripting and configuration — JavaScript, Glide APIs, Script Includes, business rules, UI policies, transform maps/import sets, and Flow Designer.

• Experience in designing and building integrations using IntegrationHub and REST/SOAP APIs.

• Proven experience in integrating and optimizing ITSM processes (Incident, Problem, Change) and developing operational dashboards/KPIs.

• Familiarity with Agile delivery environments (ServiceNow Now Create methodology is a plus).

• Strong analytical, troubleshooting, and problem-solving abilities.

🏝️ Benefits

• Health insurance.

• 401(k) matching.

• Flexible work hours.

• Paid time off.

• Remote work options.