ServiceNow ITSM Developer

Role Summary
A ServiceNow Developer is responsible for designing, implementing, and maintaining enterprise-scale ServiceNow applications and workflows to optimize IT service management and support operations. This role involves collaborating with cross-functional teams, automating processes, developing integrations, and enhancing platform capabilities to improve efficiency and service delivery levels. The position requires a high level of technical expertise and the ability to support platform lifecycle activities, including deployment and troubleshooting.

Responsibilities

• Design, develop, configure, and maintain ServiceNow applications, workflows, and platform features aligned with enterprise ITSM requirements.
• Implement and manage service request workflows and service catalog offerings to streamline service delivery processes such as request intake, automated triage, routing, approvals, and fulfillment.
• Develop and maintain integrations between ServiceNow and other enterprise platforms (e.g., monitoring, identity management, security tools) using REST APIs, XML, and JSON.
• Optimize workflow automation and orchestration within ServiceNow to reduce manual tasks and improve operational efficiency, including automated ticket creation and response coordination.
• Customize ServiceNow applications, forms, user interfaces, and automation logic to enhance usability and support evolving ITSM and ITOM requirements.
• Develop dashboards, reports, and operational metrics within ServiceNow to monitor performance, facilitate operational visibility, and support decision-making.
• Collaborate with infrastructure, cybersecurity, and platform engineering teams to ensure workflows support incident response, vulnerability management, and resilience efforts.
• Support platform lifecycle activities, including testing, release management, deployment, and implementation of new features and enhancements.
• Provide production support, troubleshooting, and resolution of defects to ensure platform stability and end-user support.
• Document system configurations, updates, and operational procedures to ensure knowledge transfer and accurate technical documentation.
• Support the implementation of AI-enabled ServiceNow features, including predictive intelligence, virtual agents, automated ticket classification, and intelligent routing.

Qualifications

• Minimum of eight (8) years of experience in enterprise IT development, platform engineering, or automation roles.
• Extensive experience developing and maintaining ServiceNow platforms with expertise in Business Rules, Script Includes, Flow Designer, UI Policies, Client Scripts, and Service Catalog development.
• Proven experience with ServiceNow ITSM modules such as Incident, Problem, Change, Request, and Service Catalog.
• Strong knowledge of ServiceNow ITOM capabilities and integrations with monitoring and analytics platforms like Splunk.
• Hands-on experience integrating ServiceNow with enterprise systems via REST APIs, XML, JSON, and web services.
• Familiarity with monitoring and security analytics platforms, including Splunk Enterprise and Splunk Security.
• Ability to support environments compliant with government cybersecurity frameworks such as RMF and NIST CSF.
• Strong troubleshooting, debugging, and problem-solving skills across platform integrations and automation workflows.
• ServiceNow Certified System Administrator (CSA) certification preferred.
• This position requires eligibility for a U.S. Government security clearance. In accordance with federal law, U.S. citizenship is required.

Publishing Pay Range: $55.00 – $60.00 USD Hourly

This is a fully remote role and can be performed from an approved location.