ServiceNow Functional Analyst/SME

Job Locations US-VA
Job ID
# of Openings
*Management Consulting


Acuity, Inc. seeks a dynamic ServiceNow Functional Analyst/SME to join our project management team in supporting a highly visible Federal customer. Acuity supports key Federal Government clients and we are looking for someone to support our client within the Department of State. It would be helpful if you have worked in the Federal space, especially cabinet level departments. Experience supporting the Department of State is preferred.


  • Plan, manage and coordinate the implementation of ServiceNow Agile projects and identify customer's information system requirements Analytically assess, investigate, interpret, and creatively solve complex business & technical problems.
  • Develop and coordinate the project progress and monitor the creation and status of all related project artifacts 
  • Develop appropriate system testing strategies, plans or scenarios, and ensure these are executed by the team 
  • Identify requirements from a variety of stakeholders 
  • Advise other specialists on technical issues, diagnostic methods and potential solutions to programs 
  • Work with customers to identify their needs and ensure the project team is able to meet these needs as business needs change over time and between circumstances  
  • Fulfill support requests, and troubleshot customer identified defects in ServiceNow. 
  • Provide training on ITSM modules within ServiceNow. 
  • Works as part of a multi-contractor team on client engagements 


  • Bachelor’s degree in Information Technology, Computer Science, Engineering (or equivalent related field experience) 
  • Demonstrated knowledge and experience in four competencies:  1) Attention to Detail, 2) Customer Service, 3) Written and Oral Communication, and 4) Problem Solving 
  • Demonstrated accomplishment of ServiceNow assignments that required knowledge of the ServiceNow platform, multiple modules, and development of scoped applications 
  • Demonstrated ability to analyze a number of alternative approaches in the process of advising management and customer concerning aspects of system design and technical solutions  
  • Proficient knowledge in Information Technologies to include enterprise architecture, software development, data and telecommunications, security best practices, cloud computing, and Operations and Maintenance processes 
  • Strong skills in leadership and teambuilding, decision making, reasoning, and problem solving 
  • Strong communication (written and oral), presentation, and interpersonal skills  

Desired Qualifications

  • PMI - Project Management Professional (PMP) certification 
  • CSM – Certified ScrumMaster 
  • ITIL® Foundation certification
  • ServiceNow Certified Administrator
  • Prior experience working with and developing applications in ServiceNow
  • ITIL® intermediate certifications, ServiceNow development or implementation certifications, Human Centered Design knowledge

Clearance Requirements

  • Must have at least an active interim Secret or higher; TS preferred



About Acuity:

Acuity Inc. is a leading management and technology consulting firm that specializes in serving the federal government. Our innovative, collaborative and rewarding work environment has earned repeat honors from the Washington Business Journal’s Best Places to Work and SmartCEO Corporate Culture awards. 


We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.








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