Senior ServiceNow Engineer: ITSM & AI (Federal)

itechag; Arlington (VA); On-site; USD 110,000 - 165,000; Full time

Job summary

iTech AG is seeking an experienced Senior Developer/Technical Consultant to deliver focused ServiceNow implementation and AI feature configuration for a federal agency. You will work under the Lead Developer to build platform configurations, support AI features, and ensure quality through structured testing and documentation.

The role emphasizes hands-on configuration across ITSM, CMDB, and ITOM in a regulated federal environment, with opportunities to expand expertise in Now Assist and

Qualifications

• Three to five years of hands-on ServiceNow configuration and implementation experience.
• Solid working knowledge of ITSM modules including Incident, Problem, Change, Service Catalog, and Knowledge Management.
• Familiarity with Now Assist, AI Search, or generative AI features in ServiceNow; willingness to deepen expertise.
• Experience with CMDB, CI classes, and basic Discovery concepts.
• Experience in Agile or structured delivery frameworks with technical direction.

Responsibilities

• Support configuration and testing of Now Assist for ITSM features per guidance.
• Assist with generative AI prompt tuning and validate outputs against standards.
• Contribute to AI Search setup, document indexing, and Knowledge Base governance.
• Execute UAT scripts for AI-driven capabilities and document results.
• Develop and configure ITSM workflows, forms, UI Policies, Client Scripts, and notifications.
• Build and maintain Flow Designer automations and service catalog items.
• Implement CI linkage on Incident and Change records; assist data cleanup.
• Document configuration changes in update sets, change records, and tracking tools.
• Support CMDB data quality analysis and data ingestion review for third-party sources.
• Contribute to IRE reconciliation and current-state findings for planning artifacts.
• Execute unit and integration tests across environments and log defects.
• Participate in sprint reviews, standups, and technical sessions with stakeholders.

Skills

ServiceNow configuration

ITSM modules

Flow Designer

GlideRecord scripting

Education

Bachelor's Degree or equivalent years of experience

ServiceNow CSA

CIS-ITSM

Tools

Now Assist

AI features in ServiceNow

Discovery concepts

Job description

iTech AG is seeking an experienced Senior Developer/Technical Consultant to deliver focused ServiceNow implementation and AI feature configuration for a federal agency. You will work under the Lead Developer to build platform configurations, support AI features, and ensure quality through structured testing and documentation.

The role emphasizes hands-on configuration across ITSM, CMDB, and ITOM in a regulated federal environment, with opportunities to expand expertise in Now Assist and