Senior ServiceNow (SNOW) SME

Company Overview:

Over the past 15 years eTel has delivered essential solutions for the federal government by securing and managing data providing scalable identity access modernizing legacy systems and building high-performance platforms. By integrating new technologies and ensuring reliable operations we help agencies stay prepared for future challenges As a premier technology solutions and services company to the US federal government eTel possesses longstanding relationships across the federal civilian marketplace. Other customers include the broader Treasury Department Commerce Department and State Department.

eTel offers integrated CMMI Level 3 processes tools and techniques with innovative cost-efficient and secure solutions to address complex challenges. eTel also holds ISO 9001:2015 ISO/IEC 27001:2013 and ISO/IEC 20000-1:2018 certifications and offers dedicated subject matter experts (SMEs) and thought leaders that possess a deep understanding of customers environments and challenges.

Job Position: Senior ServiceNow (SNOW) SME

Security Clearance: IRS MBI clearance (Mandatory). Candidates without active clearance will not be considered.

Citizenship: US Citizen (MUST)

Position Summary:

eTel is looking for an experienced Senior ServiceNow (SNOW) Subject Matter Expert (SME) to support the IRS Enterprise Service Management (ESM) program also known as IRWorks. The SNOW SME will focus on CMDB data quality improvements ServiceNow workflow development and modification and implementation of AI-driven modules and agents. This role requires close collaboration with IRS Module Stewards Business Process Owners and IT stakeholders to design enhance and support ServiceNow capabilities that enable modernization compliance and improved taxpayer services.

Key Responsibilities:

• Lead CMDB (Configuration Management Database) data stewardship activities including standardization service mapping cleanup and governance alignment.
• Design develop and modify ServiceNow workflows catalog items and business rules to streamline IRS processes across ITSM SPM APM and related modules.
• Implement and support ServiceNow AI modules and virtual agents to enhance automation predictive analytics and taxpayer/citizen service delivery.
• Collaborate with IRS Module Stewards to ensure alignment of workflows CMDB records and reporting requirements with IRS business needs.
• Support sprint/release planning configuration QA deployment and user training activities for the IRWorks platform.
• Provide expertise in HAM/SAM (Hardware/Software Asset Management) and their dependency on CMDB accuracy and Discovery integration.
• Produce executive-level deliverables including system design documentation configuration guides workflow models and audit-ready artifacts.
• Ensure compliance with IRS OneSDLC standards security requirements and data integrity policies.
• Engage with stakeholders to gather requirements troubleshoot issues and deliver scalable ServiceNow solutions.

Required Qualifications:

• 7 years of hands-on experience in ServiceNow development and administration with emphasis on CMDB ITSM SPM and APM modules.
• Demonstrated expertise in CMDB service modeling configuration item (CI) relationships and CSDM alignment.
• Strong experience designing and modifying ServiceNow workflows business rules client/server scripts and integrations.
• Hands-on experience with ServiceNow AI modules (e.g. Virtual Agent AI Search Predictive Intelligence). This is a mandatory requirement.
• Experience delivering solutions in large-scale federal or regulated environments.
• Ability to prepare executive-level documentation and deliverables per contract requirements (PWS governance reports transition plans audit responses).
• IRS MBI clearance

Preferred Qualifications:

• ServiceNow Certified Implementation Specialist (CIS) in CMDB ITSM or HAM/SAM.
• ServiceNow Certified Application Developer (CAD) or Certified Technical Architect (CTA).
• Experience integrating ServiceNow with external systems (REST/SOAP APIs Splunk AWS).
• Experience supporting IT modernization programs within IRS or other federal agencies.
• Strong understanding of ITIL practices and federal IT compliance standards.

Location: Remote (with ability to support occasional onsite sessions in Washington D.C. or IRS sites if required).

Commitment to Diversity -
eTelligent Group provides equal employment opportunities (EEO) to all applicants without regard to race color religion gender sexual orientation gender identity nations origin age disability genetic information marital status amnesty status as a covered veteran and any other characteristic provided in accordance with applicable federal state and local laws.