ServiceNow Functional Lead

Acuity Inc. seeks a dynamic ServiceNow Functional Lead to support a highly visible federal ServiceNow platform modernization initiative. This role leads functional analysis ITSM process alignment and stakeholder coordination for modernization of the agencys enterprise ServiceNow platform.

Acuity supports mission-critical federal programs and this role works directly with government stakeholders architects and engineering teams to assess the current platform define functional requirements and guide implementation of standardized ServiceNow service management capabilities.

The Functional Lead serves as the primary bridge between business stakeholders and technical teams ensuring ServiceNow capabilities align with operational needs ITSM best practices and enterprise service delivery goals.

The Functional Lead works with government stakeholders architects and development teams to define implement and mature enterprise ServiceNow capabilities. The individual will:

• Lead functional analysis and requirements definition supporting ServiceNow platform assessment and modernization efforts.
• Identify document and prioritize ITSM functional requirements across key processes including Incident Problem Change Major Incident and Knowledge Management.
• Work with stakeholders to evaluate current processes and define standardized ITSM workflows aligned with ServiceNow capabilities.
• Translate operational requirements into clear functional specifications supporting ServiceNow configuration and development.
• Collaborate with architects and developers to ensure functional requirements are implemented through scalable maintainable ServiceNow configurations.
• Facilitate stakeholder workshops requirements sessions and process design discussions supporting platform modernization.
• Support definition and governance of service catalog offerings request models and service ownership structures.
• Develop and coordinate functional testing strategies including user acceptance testing (UAT) and validation of implemented platform capabilities.
• Monitor project progress and maintain functional artifacts including requirements documentation process models and implementation plans.
• Work closely with stakeholders to adapt platform capabilities as operational needs evolve.
• Provide user guidance and training on implemented ITSM capabilities within ServiceNow.

Qualifications

• Bachelors Degree
• Minimum five (5) years of experience supporting ServiceNow implementations or enterprise ITSM platforms.
• Demonstrated knowledge of ITIL and ITSM processes.
• Experience gathering documenting and managing functional requirements for enterprise systems.
• Experience supporting ServiceNow implementations across multiple modules or platform capabilities.
• Demonstrated ability to analyze multiple solution approaches and advise leadership on functional and operational implications.
• Strong understanding of enterprise information systems including application development integrations security considerations and operational support models.
• Strong leadership facilitation and problem-solving skills.
• Strong written and verbal communication skills with the ability to work effectively across technical and business teams.
• Certified ScrumMaster (CSM).

Desired Qualifications

• PMP certification.
• Experience supporting ServiceNow ITSM implementations.

Clearance Requirements

• Must be a US Citizen and able to obtain and maintain a Public Trust clearance.

About Acuity

At Acuity your work mattersand so does your experience. Were a management and technology consulting firm supporting critical federal missions where youll have the opportunity to solve meaningful challenges work alongside high-performing teams and make a real impact from day one.

Why Youll Love Working Here:

Grow Your Career Your Way
We invest in you with personalized development plans mentorship and up to $6000 annually for training and certificationsso you can keep building the career you want.

Be Part of Something Innovative
Youll work on cutting-edge solutions that support important government missions in an environment that encourages new ideas and continuous improvement.

Thrive in a People-First Culture
Collaboration respect and support arent just valuestheyre how we operate. Your voice is heard your contributions are recognized and your success is shared.

Feel Valued and Rewarded
We offer competitive compensation comprehensive benefits and a strong focus on work-life balance so you can perform at your bestat work and at home.

Join an Award-Winning Team
Our employees consistently rank us among the bestearning honors like Best Places to Work (Washington Business Journal 9 years) and Top Workplaces (The Washington Post ).

Bring Your Whole Self to Work
Were committed to building a diverse inclusive environment where everyone feels respected supported and empowered to succeed.

Make Your Impact

Join Acuity and be part of a team where your ideas are valued your growth is supported and your work drives meaningful outcomes.

Learn more:

Acuity is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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