Description
OVERVIEW
iTech AG is seeking a highly experienced ServiceNow Workplace Service Delivery (WSD) Subject Matter Expert to support transformational initiatives across our Financial Services sector. This role is central to driving enterprise platform modernization for federal clients including financial regulators, oversight bodies, and government-sponsored enterprises.
The WSD SME will serve as the primary functional and strategic advisor for all WSD-related workstreams, providing deep platform expertise across facilities, space management, move management, asset management, and workplace experience capabilities. The ideal candidate combines strong technical ServiceNow knowledge with the ability to communicate effectively with senior federal executives and stakeholders.
ROLES AND RESPONSIBILITIES
- Platform Implementation & Technical Delivery
• Lead end-to-end design, configuration, and implementation of ServiceNow WSD modules including Workplace Case Management, Space Management, Move Management, Visitor Management, and Asset Management
• Conduct persona workshops to capture requirements, validate workflows, and define user experience expectations across cross-functional stakeholder groups
• Configure preventive maintenance strategies, service catalogs, and work order management processes; develop and implement AutoCAD-driven space management configurations including floorplan imports, space assignments, and occupancy analytics
• Design and build multi-persona analytics dashboards and reporting, integrating WSD capabilities across facilities, physical assets, space planning, and move management into a cohesive workplace solution
- Strategic Advisory & Client Engagement
• Serve as the recognized WSD subject matter expert, partnering with senior federal managers and executives to provide strategic direction and validate enterprise platform approach through strategy sessions, assessments, and design reviews
• Assess the operational and functional baseline of client organizations, evaluate platform gaps, and define modernization roadmaps that align WSD capabilities with agency mission and cross-functional goals spanning facilities, HR, IT, and security
• Develop and maintain configuration documentation and SOPs; support organizational change management by identifying training needs, designing adoption strategies, and coaching client teams on WSD capabilities
• Guide identification of technology deficiencies that impede organizational goals and generate strategies for enhanced WSD operations across the enterprise
- Team Leadership & Knowledge Transfer
• Mentor and provide technical guidance to more junior ServiceNow developers and functional analysts on WSD best practices and federal delivery standards
• Contribute domain expertise to proposals, SOWs, and business development pursuits, including capability demonstrations and RFI/RFP responses
• Maintain current knowledge of ServiceNow platform release cycles, WSD product updates, and federal workplace policy and regulatory drivers
MINIMUM QUALIFICATIONS
- Minimum 8 years of industry experience in IT consulting, enterprise platform delivery, or federal facilities/workplace management
- Minimum 4 years of hands-on, specialized experience with ServiceNow Workplace Service Delivery (WSD) module
- Demonstrated experience conducting workshops, validating and designing workflows, and leading stakeholder discovery sessions
- Hands-on experience with AutoCAD for space management, including floorplan imports and AutoCAD-driven space configuration within ServiceNow
- Proven track record working directly with senior leaders and executives to assess operational readiness and deliver strategic modernization plans
- Strong direct client communication skills with the ability to present complex technical concepts to non-technical audiences
- Experience developing dashboards and reporting within the ServiceNow platform
- Familiarity with federal IT environments, federal acquisition regulations, and government IT security requirements
EDUCATION AND CERTIFICATIONS
- ServiceNow Certified System Administrator (CSA)
PREFERRED QUALIFICATIONS
- ServiceNow Certified Application Developer (CAD)
- ServiceNow Certified Implementation Specialist – Additional Module (CIS, any)
- ServiceNow WSD Accreditation (Workplace Service Delivery Accreditation)
- ITIL 4 Foundation or higher
- Experience with ServiceNow HR Service Delivery (HRSD) and integrations between HRSD and WSD for employee lifecycle and onboarding/offboarding use cases
- Familiarity with ServiceNow Strategic Portfolio Management (SPM) or ITSM modules in a federal context
- Prior experience supporting federal agencies
- Experience with ServiceNow Performance Analytics for enterprise-level facilities reporting
- Background in organizational change management (OCM) methodologies such as Prosci/ADKAR
- Experience contributing to federal proposals, orals presentations, or capability demonstrations
SECURITY
- Ability to obtain and maintain public trust
- Pursuant to government contracts, US Citizenship is required required
iTech AG is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, disability, protected veteran status, or any other characteristics protected by applicable federal, state, or local laws.
iTech AG is committed to working with and providing reasonable accommodations to individuals with disabilities. Individuals with a disability who would like to request an accommodation for any part of our employment process should email their request to [email protected]. Please address the subject line as Accommodation Request and include your name, contact information, and a description of your accommodation request.