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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive expertise in ServiceNow platform configuration, including ITSM modules, workflow design, and integration specifications. Proficient in developing dashboards, reports, and user journeys while ensuring compliance with design specifications and conducting thorough testing.
Highest-signal resume keywords
ServiceNow Platform ExperienceServiceNow ITSM ConfigurationServiceNow Workflow DesignServiceNow Integration ExperienceServiceNow Certified Implementation Specialist
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
ServiceNow ConfigurationITSM Modules ConfigurationJavaScriptServiceNow ScriptingServiceNow ReportingDashboard DevelopmentIntegration SpecificationsPerformance TestingConfiguration DocumentationSLA Monitoring
Soft Skills
TrainingLeadership
Tools & Technologies
Active DirectorySingle Sign-On (SSO)PAMSelf-Service Portal
Certifications & Qualifications
ServiceNow Certified Implementation SpecialistServiceNow Certified System Administrator
Industry Keywords
Public Trust ClearanceIT Service ManagementConfiguration ManagementUser Acceptance Testing (UAT)Technical Go-Live Readiness
Tech Stack
Tools & technologiesITSMJavaScriptServiceNow
About the role
Key responsibilities & impact- Assess the Customer's current ServiceNow configuration, including modules, customizations, workflows, knowledge base, reporting, integrations, technical debt, and historical ticket data
- Design the future-state ServiceNow configuration, ITSM workflows, SLA specifications, requirements workbook, and transition plan
- Design dashboards, reports, self-service portal wireframes, user journeys, and accessibility requirements
- Develop integration specifications for Active Directory, email, PAM, and remote access tools
- Configure incident and request workflows, assignment rules, escalation triggers, priority matrix, service catalog, and SLAs
- Configure the Knowledge module, SLA monitoring dashboards and reports, and self-service portal
- Implement integrations with Customer systems, including PAM
- Oversee and validate configuration against design specifications
- Conduct unit, integration, and performance testing; support UAT and technical go-live readiness
- Develop configuration documentation and an administration guide; train Customer administrators
- Direct non-key personnel assigned to ServiceNow development and testing
Requirements
What you’ll need- Seven (7) years of ServiceNow platform experience
- Five (5) years configuring ServiceNow IT Service Management (ITSM) modules (Incident, Request, Knowledge, Service Catalog)
- Strong experience with ServiceNow workflow design and business rules
- Experience with ServiceNow integrations (Active Directory, single sign-on (SSO), email)
- Knowledge of JavaScript and ServiceNow scripting
- Experience with ServiceNow reporting and dashboard development
- ServiceNow upgrade and version management experience
- ServiceNow Certified Implementation Specialist (CIS) in ITSM or Certified System Administrator (CSA)
- U.S. citizenship required
- Travel is not authorized; candidates must be able to reach the Washington, DC area locally
- Public Trust clearance/screening requirement
Benefits
Comp & perks- 401K Retirement Plan
- Medical Plan options with significant financial investments from PBG
- Prescription benefit plan
- Dental and Vision coverage
- Employee Assistance Program
- Short term / Long-term disability
- Supplemental group life and AD&D options
- Yearly Bonuses
- Generous Paid Time Off / Paid Holidays
- Career/Professional Development Program
- Spot Bonus Program