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THIS ROLE REQUIRES A DoD OR DoW SECRET CLEARANCE TO START
We are seeking a highly skilled and motivated senior-level ServiceNow Software Developer with a focus on IT Service Management (ITSM) with expanding responsibilities into ITOM and ITAM. As part of our talented team, you will play a critical role in the design, development, and implementation of ServiceNow solutions that streamline and enhance our clients’ service delivery, incident resolution, and overall IT service operations. You will serve as a technical leader, mentoring junior developers and driving architectural decisions across ITSM implementations while preparing for ITOM/ITAM expansion.
Key Responsibilities:
- Develop and configure ServiceNow applications using ITSM modules (Incident, Problem, Change, Request Management), ensuring alignment with clients’ strategic goals and requirements.
- Lead the design and architecture of complex ITSM solutions, establishing development standards and best practices across the team.
- Mentor and provide technical guidance to junior and mid-level developers on ITSM implementations.
- Collaborate with stakeholders, including business analysts and project managers, to gather and define system requirements and design solutions.
- Architect and optimize ITSM processes including advanced SLA management, assignment rules, escalation procedures, and notification workflows.
- Perform data analysis, integrations, and migration activities to ensure accurate and seamless data flow within ServiceNow.
- Understand the uses and abilities of App Engine Studio (AES) within ServiceNow.
- Customize and enhance ServiceNow’s ITSM features, workflows, and functionalities to meet the unique needs of our clients.
- Design and implement enterprise-level knowledge management solutions to support incident resolution and self-service.
- Thorough understanding and strong ability to create catalog items and customize workflows.
- Develop and maintain comprehensive reporting and dashboards to provide executive visibility into ITSM performance metrics and KPIs.
- Conduct system testing, troubleshooting, and debugging to ensure the highest level of quality and performance.
- Provide technical support and maintenance for ServiceNow implementations, ensuring system stability and uptime.
- Continuously stay updated with the latest ServiceNow features, best practices, and industry trends to drive innovation and improvement.
- Support roadmap planning for ITOM (Discovery, Service Mapping, Event Management) and ITAM (Hardware/Software Asset Management) implementations.
- Participate in CMDB health initiatives to ensure data integrity and readiness for ITOM/ITAM expansion.
Requirements:
- 7+ years of experience in ServiceNow development and configuration, with a strong focus on ITSM modules.
- 3+ years of experience in a senior or lead developer capacity.
- Proficiency in scripting languages such as JavaScript, GlideScript, and PowerShell.
- Expert-level understanding of ITIL frameworks and ITSM best practices; working knowledge of ITOM and ITAM concepts.
- Experience with REST/SOAP APIs, Web Services, and integrations with third-party systems.
- Expert-level experience configuring SLAs, OLAs, and advanced workflow automation within ITSM.
- Strong analytical and problem-solving skills, with the ability to translate business requirements into technical solutions.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and stakeholders.
- Demonstrated ability to mentor junior team members and lead technical discussions with stakeholders.
- Current ServiceNow Certified System Administrator (CSA) required and will be verified.
Preferred Skills:
- Experience with ServiceNow Virtual Agent, Predictive Intelligence, and Performance Analytics for ITSM.
- Familiarity with Agent Workspace and Configurable Workspace customization.
- Foundational knowledge of ITOM (Discovery, Service Mapping, Event Management) and ITAM (HAM, SAM) for future implementation phases.
- Understanding of CMDB architecture, CI relationships, and data quality best practices.
- Knowledge of Agile/Scrum methodologies and project management tools.
- Experience with ServiceNow platform upgrades and DevOps practices.
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