Senior ServiceNow ITMS Developer

Description

The team builds and runs IT service management solutions on the ServiceNow platform, and this senior role leads design, development and rollout of that work.

The role calls for deep ServiceNow development skills, a working grasp of ITIL practice, and the ability to coach junior developers while shaping ITSM strategy.

The work supports customer missions for federal government clients.

Responsibilities

• Lead the architecture of complex ITSM solutions and sit on architecture review boards.
• Set development standards, best practices and coding guidelines, and review code and configuration for quality, speed and long-term upkeep.
• Mentor and coach junior and mid-level developers, run code reviews with clear feedback, and teach technical training sessions.
• Lead proof-of-concept work for new ITSM capabilities and drive platform innovation and optimization.
• Design and build complex applications, catalog offerings with intricate fulfillment flows, scoped applications, business rules, script includes and UI actions.
• Build advanced integrations through IntegrationHub and REST and SOAP APIs, including custom web services, middleware and ETL work, and design the architecture linking ITSM with other platforms.
• Build custom Service Portal widgets and portals, Virtual Agent and chatbot solutions, mobile apps for ITSM processes, and advanced Flow Designer workflows with subflows.
• Review existing ITSM processes, automate them end to end across modules, improve SLA and OLA strategies, and create approval flows with dynamic approvers.
• Develop predictive intelligence and machine learning solutions, auto-remediation and self-healing features, omnichannel support experiences, and better notification rules that cut alert noise.
• Build enterprise integrations covering email, LDAP, SSO and CMDB, plus links to monitoring, ticketing and collaboration tools, with bidirectional and real-time or batch patterns, secure design and solid error handling.
• Create reports and executive dashboards on ITSM metrics and service delivery, build Performance Analytics content when available, support compliance and audit reporting, and recommend improvements from trends.
• Own update sets and deployments, connect source control such as Git and Azure DevOps, configure instance security through ACLs, roles and data policies, and tune performance and scale.
• Run security reviews and vulnerability assessments, manage technical debt and platform health, plan and carry out upgrades, and set up disaster recovery and backups.
• Write technical documentation, solution designs, architecture diagrams, process flows, API specifications, runbooks and playbooks, and keep the internal knowledge base current, including training videos.
• Gather requirements with business stakeholders, turn them into technical solutions, present to executive leaders, report project status, estimate effort, lead vendor and technology evaluations, and join client discussions and demos.
• Lead team ceremonies such as standups and retrospectives, and take part in hiring and interviews.

Requirements

• Required: ServiceNow Certified System Administrator (CSA).
• ServiceNow Certified Implementation Specialist in ITSM.
• ITIL 4 Foundation certification is preferred.
• Strong grasp of ServiceNow platform fundamentals.
• Working knowledge of ITSM applications for Incident, Problem, Change and Request Management.
• Understanding of ITIL processes and best practices.
• Experience building and configuring Service Catalog items.
• Basic JavaScript for business rules and client scripts.
• Knowledge of Flow Designer.
• Understanding of SLA setup and management.
• Experience with notifications and email templates.
• Knowledge of UI policies, data policies and ACLs.
• Understanding of REST and SOAP API integrations.
• Familiarity with reporting and Performance Analytics where applicable.
• 10+ years working on the ServiceNow platform.
• Hands-on experience configuring ITSM modules.
• Experience developing Servi

Conditions

Full-time, regular position.

A Secret clearance is the minimum needed to start.

Travel is up to 10%, within the continental US.

The proposed salary range is $90,300-$189,600.

The range shown is the national average, since the role can be based in more than one location.

Final pay depends on factors such as location, Federal Government contract labor categories and contract wage rates, relevant prior experience, specific skills, education and certifications.

Benefits

• Flexible time off that lets you take the time you need.
• Learning resources to help you grow your career.
• Healthcare, wellness, financial, retirement and family support benefits.
• Continuing education and time off benefits.