Acuity, Inc.

About the Company

Acuity, Inc. is a federal technology consulting firm headquartered in Reston, VA. Acuity provides deep industry expertise to help clients plan for the future, perform in the present and save taxpayer dollars while realizing real, measurable, and mission-focused results. We help clients apply pragmatic technology, innovative services and tested management techniques to continuously improve their ability to serve and protect Americans.

Listed Jobs

Company Name

Acuity, Inc.

Job Title

Sr. ITSM ServiceNow Developer

Job Description

**Job Title:** Sr. ITSM ServiceNow Developer **Role Summary:** Senior professional responsible for leading the design, documentation, and implementation of ITSM business processes and ServiceNow solutions for a high‑visibility, mission‑critical Department of State project. Works directly with customers, subject‑matter experts, and an agile scrum team to deliver configurable, user‑centric ITSM applications. **Expectations:** - Own end‑to‑end ITSM process refinement and re‑engineering. - Deliver configuration, customization, and administration of ServiceNow ITSM modules (Incident, Problem, Change, Knowledge, Service Request, Service Portal). - Build and maintain workflows, integrations, and Automated Test Framework (ATF) scripts. - Participate actively in agile ceremonies, story estimation, and sprint delivery. - Prioritize multiple tasks based on client needs while ensuring quality and compliance. - Adapt quickly to a dynamic client environment and propose innovative improvements. **Key Responsibilities:** - Lead analysis and documentation of ITSM processes for the Department of State. - Configure out‑of‑the‑box ServiceNow ITSM functionality and extend it where required. - Develop custom workflows, integrations, and ATF test cases. - Provide ongoing application support and troubleshooting for the ServiceNow platform. - Collaborate with cross‑functional teams, including business stakeholders and technical experts. - Contribute to agile sprint planning, backlog grooming, and retrospective sessions. - Ensure adherence to ITIL best practices and maintain process governance. **Required Skills:** - Strong knowledge of ITIL/ITSM frameworks and best practices. - Hands‑on experience configuring, customizing, and administering ServiceNow ITSM suite. - Proficiency in creating ServiceNow workflows, script includes, and integrations. - Experience with ServiceNow Automated Test Framework (ATF). - Solid problem‑solving, process‑improvement, and change‑management capabilities. - Excellent interpersonal, presentation, and facilitation skills. - Ability to work effectively in agile scrum teams and manage multiple priorities. **Required Education & Certifications:** - Bachelor’s degree (or equivalent) in a related field. - Minimum 4 years of progressive experience in IT operations, business analysis, or technology strategy. - ITIL® Foundation (preferred) and intermediate certifications. - ServiceNow Certified Administrator (preferred). - ServiceNow Certified Implementation Specialist – ITSM (preferred). - Ability to obtain and maintain a U.S. public‑trust clearance.

Reston, United states

On site

11-03-2026