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eTelligent Group
Senior ServiceNow (SNOW) SME
Join eTelligent Group as a Senior ServiceNow SME in Washington, DC. Lead CMDB improvements, workflow design, and AI module implementation for IRS ESM. 7+ years in ServiceNow required.
Senior
ServiceNow Role Type:
Implementer
ServiceNow Modules:
Configuration Management Database
Governance, Risk, and Compliance
IT Operations Management
Virtual Agent
ServiceNow Certifications (nice to have):
Certified Implementation Specialist - Discovery
Certified Implementation Specialist - Service Mapping
Job description
Posted on:
September 11, 2025
eTel is seeking a Senior ServiceNow (SNOW) Subject Matter Expert (SME) to support the IRS Enterprise Service Management (ESM) program, IRWorks. The role focuses on CMDB data quality improvements, ServiceNow workflow development and modification, and AI-driven module implementation. Collaboration with Module Stewards, Business Process Owners, and IT stakeholders is essential for modernizing and improving taxpayer services.
Requirements
- Lead CMDB data stewardship activities, including standardization, service mapping, and governance alignment.
- Design and modify ServiceNow workflows, catalogs, and business rules to streamline IRS processes.
- Implement ServiceNow AI modules and virtual agents to enhance automation and citizen service delivery.
- Collaborate with IRS Module Stewards to align workflows and reporting.
- Support sprint/release planning, configuration, QA, and deployment activities.
- Provide expertise in HAM/SAM and their dependency on CMDB accuracy.
- Produce executive-level deliverables.
Requirements Summary
7+ years ServiceNow exp, CMDB expertise, and experience with IRS standards. Solid experience with workflows & AI modules. IRS MBI clearance required
