ServiceNow ITSM Implementation Specialist

Job Title: ServiceNow ITSM Implementation Specialist

Location: Alexandria, VA (Onsite)

Employment Type: Full-Time

Company Overview:

Syneren Technologies Corporation delivers advanced IT and engineering solutions to the Federal Government, supporting mission-critical systems with innovation and integrity.

Position Summary:

Syneren Technologies is seeking a highly skilled and experienced ServiceNow Subject Matter Expert. The ideal candidate will lead the design, development, and implementation of ServiceNow solutions, ensuring alignment with business goals and compliance with federal standards.

Key Responsibilities:

• Serve as the primary ServiceNow expert for our contract.
• Lead ServiceNow platform architecture, configuration, and customization.

o Requirements Gathering & Analysis

• Collaborate with stakeholders to understand business processes.
• Translate requirements into ServiceNow configurations and workflows.

o Configuration & Customization

• Configure ServiceNow modules including ITSM (Incident Management. Problem Management. Change Management. Request Management. Knowledge Management), CMDB, Asset Management, and others.
• Customize forms, fields, business rules, UI policies, and workflows.

o Process Design & Optimization

• Design ITIL-compliant processes.
• Align ServiceNow workflows with organizational goals.
• Recommend improvements for efficiency and automation.

o Integration

• Integrate ServiceNow with external systems (e.g., Azure AD, Okta, CMDB, Active Directory, etc.)).
• Use REST/SOAP APIs, MID Servers, and IntegrationHub.

o Testing & Validation

• Conduct unit, system, and user acceptance testing (UAT).
• Validate configurations against requirements.

o Training & Documentation

• Train end-users and administrators.
• Create user guides, SOPs, and technical documentation.

o Deployment & Go-Live Support

• Manage release cycles and deployment plans.
• Provide hypercare support post-implementation.

o Governance & Compliance

• Ensure alignment with frameworks like ITIL, NIST, FedRAMP, etc.
• Implement role-based access controls and audit trails.

o Performance Monitoring & Reporting

• Set up dashboards and reports.
• Monitor SLAs, KPIs, and service health.
• Ensure platform security and compliance with DoD and federal standards.

Required Qualifications:

• ServiceNow ITSM Implementation Specialist Certification
• ServiceNow Certified System Administrator
• Active Secret Clearance
• Security+ Certification
• AZ-900 Certification
• Minimum 5 years of hands-on experience with ServiceNow development and administration.
• Proven experience implementing ServiceNow solutions in federal or DoD environments.
• Strong understanding of ServiceNow architecture and integration capabilities.
• Excellent communication and stakeholder engagement skills.

Preferred Qualifications:

• ITIL v4 Foundation or higher certification
• Experience with Agile methodologies and DevSecOps practices.
• Familiarity with CMMI Level 3 and ISO standards.

Skills:

• ServiceNow Studio / App Engine
• Flow Designer / Workflow Editor
• Service Catalog & Request Fulfillment
• CMDB (Configuration Management Database)
• Performance Analytics
• Scripting (JavaScript, Glide APIs)
• IntegrationHub / MID Server

Working Conditions:

• Standard office environment
• May require extended hours during deadlines
• Must be able to lift up to 15 lbs and move throughout the office

Physical Requirements

• Prolonged desk/computer work
• Occasional movement across office space
• Ability to lift up to 15 lbs

Disclaimer

This job description is intended to describe the general nature and level of work performed. It is not an exhaustive list of all responsibilities, duties, and skills required.

ADA Compliance: Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

EEO-1 Statement: We are an Equal Opportunity Employer and do not discriminate based on race, color, religion, sex, national origin, age, disability, or genetic information.

E-Verify Participation: This employer participates in E-Verify to confirm the eligibility of all newly hired employees to work in the United States.