ServiceNow Engineer

Bespoke Technologies, Inc.; Fairfax, Northern (VA, KY); Híbrido; USD 120.000 - 160.000; Jornada completa

Descripción de la vacante

Bespoke Technologies, Inc. is seeking a ServiceNow expert to lead modernization of an air-gapped enterprise IT stack. You will design automation-heavy workflows, implement Flow Designer and Integration Hub, and develop catalog items for IT service requests.

You will support A&A/RMF processes, RMF SOPs, and PPM config builds while writing stories, validating acceptance criteria, and conducting UAT. You will also create reusable subflows, establish SLA timers, and craft training materials for 2.5k

Formación

• Demonstrates experience building automation-heavy workflows in IC environments.
• Delivers Flow Designer and Integration Hub patterns (approvals, routing, notifications, orchestration).
• Builds and extends catalog items for IT support, service requests, and demand-style intake.
• Supports PPM configuration buildouts (forms, flows, templates).
• Creates reusable subflows (approval chains, SLA timers, escalations).
• Experience with CAM module for A&A or RMF tasks and evidence requests.
• Leads process mapping and future-state design across processes.
• Writes user stories and acceptance criteria; manages UAT.

Responsabilidades

• Build automation-heavy ServiceNow workflows and front-door experiences.
• Implement Flow Designer and Integration Hub patterns including approvals and routing.
• Extend catalog items for IT support, service requests, and demand-style intake; support A&A tasks and RMF workflows.
• Support PPM forms, flows, and templates; create reusable subflows and escalation chains.
• Lead process mapping and future-state design for enterprise intake and vetting aligned to RMF SOPs.
• Write user stories and acceptance criteria; manage UAT; train users on ServiceNow workflows.
• Create SOPs and quick reference guides; facilitate workshops with ISSO/ISSM, system owners, and PMOs.

Conocimientos

Automation workflows

ServiceNow Flow Designer

Integration Hub

Catalog items for IT support

A&A RMF support

PPM configuration

Reusable subflows

UAT and test management

Training end users

Workshop facilitation

SOPs and quick references

Descripción del empleo

**Please do NOT apply if you do not have an active Poly clearance. Those without a Poly will not be considered.**

Introduction

The client's office supports an air-grapped standalone network that provides enterprise application functions to approximately 3000 users. The client requires enterprise architecture and engineering expertise to assist the Chief Architect in modernization efforts relating to the program's entire IT stack to include secure phone, network, internet facing systems and platform architecture. The contractor will need strong engineering experience with a deep understanding of client environments to independently develop decision-quality architecture products. Additionally, the client requires support for a ServiceNow platform deployed across an enterprise domain.

Work Requirements

• ServiceNow Support; HRR; No
• The Contractor Team shall build automation-heavy workflows and front door experiences for ServiceNow.
• The Contractor Team shall implement Flow Designer and Integration Hub patterns to include approvals, routing, notifications, and orchestration.
• The Contractor Team shall build and extend catalog items for IT support and service requests; new business requirements intake (demand-style); and security processing requirements (visit requests, access requests, or similar).
• The Contractor Team shall support client A&A processes; build or extend catalog items for Authorization and Assessment (A&A) tasks; Risk Management Framework (RMF) tasks; or for evidence requests.
• The Contractor Team shall support PPM configuration buildouts such as forms, flows, templates.
• The Contractor Team shall create reusable subflows such as approval chains, task pack generation, SLA timers, or escalations.
• The Contractor Team shall lead process mapping and future-state design for enterprise intake and vetting, demand which support the project lifecycle, RMF A&A lifecycle aligned to Research Development Support Activity (RDSA) RMF SOPs, and security paperwork (visit requests) lifecycle and approval chain.
• The Contractor Team shall write user stories and acceptance criteria and manage User Acceptance Testing (UAT).
• The Contractor Team shall provide training on ServiceNow custom workflows.
• The Contractor Team shall help users adjust to changes related to the implementation or enhancement of a ServiceNow instance with 2.5k users.
• The Contractor Team shall provide ServiceNow training, write knowledge base articles, and help to market ServiceNow internally to program resources, with a goal of increased adoption of the tool.
• The Contractor Team shall facilitate workshops with Sponsor Security (ISSO or ISSM), system owners, AO reps, or PMO.
• The Contractor Team shall create SOPs and quick reference guides.

Required Skills and Demonstrates Experience

• Demonstrates experience building automation-heavy workflows and front door experiences in IC environments.
• Demonstrates experience with implementation of Flow Designer and Integration Hub patterns (approvals, routing, notifications, and orchestration).
• Demonstrates experience building and extending catalog items, such as for IT support and service requests, new business requirements intake (demand-style), or visit or access requests.
• Demonstrates experience supporting PPM module configuration buildout (forms, flows, and templates).
• Demonstrates experience creating reusable subflows (approval chains, task pack generation, SLA timers, and escalations).
• Demonstrates experience with the CAM (Continuous Authorization Monitoring) module in relation to A&A processes or RMF tasks or evidence requests.
• Demonstrates experience leading process mapping and future-state design for various types of processes.
• Demonstrates experience with writing user stories, documenting user acceptance criteria.
• Demonstrates experience managing VAT testing.
• Demonstrates experience training ServiceNow users.
• Demonstrates experience with facilitating workshops with ISSO/ISSM, system owners, or PMOs.
• Demonstrates experience creating SOPs and quick reference guides.

Highly Desired Skills and Demonstrates Experience

• Demonstrates experience providing change management support for thousands of users
• Demonstrates experience with increasing adoption of ServiceNow tools
• Demonstrates experience with implementing form validation and conditional logic to enforce "vetting".
• Demonstrates experience building integrations with; identity or group lookups; evidence storage links (SharePoint/Confluence/file store) with access control; or eMASS or other RMF systems (even if only one-way status sync).
• Demonstrates experience with optimizing a Virtual Agent or chat-to-ticket functions.
• Demonstrates experience with building role-based training in ServiceNow for:
  • End users (submit/track)
  • Fulfillment teams
  • RMF practitioners (ISSO, assessors)
  • Project Managers
• Demonstrates experience with running UAT cycles and managing defect triage.
• Demonstrates experience with the Sponsor's CAM module.
• Demonstrates experience with the Sponsor's A&A process.