Senior ServiceNow ITSM Change Management SME (Remote) NI

Description

*We are open to supporting 100% remote work anywhere within the continental US *

The Work: ICF's Digital Modernization and Experience (DMX)Division is a rapidly growing, entrepreneurial, technology-driven department, seeking a Change Management SME who will serve as a key member of the IT Service Management (ITSM) team and will be responsible for overseeing, coordinating, and continuously improving the organization's Change Management processes. This role requires both strong process management skills and a solid understanding of enterprise technology environments. The successful candidate will ensure that changes to infrastructure, applications, and services are implemented in a controlled, compliant, and efficient manner while minimizing operational risk.

The position requires hands-on experience with ServiceNow and the ability to collaborate with technical teams across multiple disciplines to evaluate change requests, enforce governance requirements, and support the maturation of the organization's change management practices for our Federal clients.

This position functions as a Subject Matter Expert (SME)for Change Management and will operate as a highly independent role responsible for providing strategic and technical guidance to the organization. The selected candidate is expected to bring senior-level expertise in IT Service Management and Change Management practices and serve as a trusted advisor to government stakeholders.

Local candidates may be expected to work at the client site in Rockville, MD, at least 1-2 days per week.

What You Will Do:

• Coordinate and facilitate recurring SCRUM and Change Advisory Board (CAB) meetings, utilizing the ServiceNow Module and CAB Workbenchto manage agendas, track changes, and document meeting outcomes.
  
• Develop and maintain the weekly SCRUM and CAB agendas using ServiceNow Change Definitionsto establish and manage recurring meeting schedules.
  
• Create and maintain reports, dashboards, and performance metrics within ServiceNow, leveraging Platform Analyticsto support Change Management Critical Success Factors (CSFs) and Key Performance Indicators (KPIs).
  
• Develop, maintain, and update User Acceptance Testing (UAT) test casesfor ServiceNow workflows related to the Change Management module and other associated custom workflows. Responsibilities include documenting testing procedures and validation steps, though not writing underlying scripts.
  
• Conduct User Acceptance Testing (UAT)for ServiceNow platform upgrades and custom update sets that impact the Change Management module or other change-related functionality.
  
• Develop training materials and deliver user training related to change management processes and ServiceNow functionality.
  
• Support the organization in maturing its Change Management processes, including expanding change governance to cover application releases and deployments, not solely infrastructure changes.
  
• Develop, document, and continuously improve Change Management procedures, policies, and operational processes, to include the ability to create and maintain knowledge articles within the ServiceNow Knowledge Management module and ensure documentation is clear, accurate, and accessible.
  
• Serve as a governance gatekeeperfor the change process by ensuring change requests meet all required standards prior to CAB review. This includes validating that:
  
  • Change requests are completed accurately and contain sufficient implementation details.
    
  • Configuration Items (CIs) are properly identified.
    
  • Applications are appropriately registered within the Configuration Management Database (CMDB).
    
  • Required security and compliance requirements have been addressed prior to review and approval.
    
• Apply and enforce ITIL Change Management principles and best practicesto ensure consistency, accountability, and operational stability.
  

What You Will Bring With You:

• Bachelor's degree in computer science, information technology, or a related field or equivalent work experience
  
• 6+years of experience ITSM & ITIL Knowledge: Strong understanding of IT Service Management processes and ITIL frameworks.
  
• 4+ years of experience with Change management
  
• 3+ years of ServiceNow experience
  
• ITIL Foundation certification.
  
• US Citizen or Green Card Holder due to federal contract requirements
  
• Candidate must be able to obtain and maintain a Public Trust
  
• Candidate must reside in the U.S., be authorized to work in the U.S., and all work must be performed in the U.S.
  
• Candidate must have lived in the U.S. for three (3) full years out of the last five (5) years
  

What We Would Like You To Bring With You:

• ServiceNow Certified System Administrator (CSA)
  
• ITIL - Managing Professional
  
• PMP or Agile certifications
  
• Certified Change Management Professional
  
• Experience with iSpring training suite
  
• Familiarity with DevOps practices or automated deployment methodologies
  

Professional Skills:

• Highly effective analytical, problem-solving, and decision-making capabilities.
  
• Adept at translating technical information into business language
  

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Working at ICF
ICF is a global advisory and technology services provider, but we're not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.

We can only solve the world's toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer . Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO policy.

We will consider for employment qualified applicants with arrest and conviction records.

Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation, please email Candidateaccommodation@icf.com and we will be happy to assist . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

Read more about workplacediscriminationrigh t s or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act.

Candidate AI Usage Policy

At ICF, we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) tools to generate or assist with responses during interviews (whether in-person or virtual) is not permitted . This policy is in place to maintain the integrity and authenticity of the interview process.

However, we understand that some candidates may require accommodation that involves the use of AI. If such an accommodation is needed, candidates are instructed to contact us in advance at candidateaccommodation@icf.com . We are dedicated to providing the necessary support to ensure that all candidates have an equal opportunity to succeed.

Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position.

The pay range for this position based on full-time employment is :
$98,614.00 - $167,644.00

Nationwide Remote Office (US99)