Develop and architect ServiceNow ITSM solutions, including workflows, SLAs, integrations, reporting, dashboards, knowledge management, testing, and maintenance. Mentor developers, lead technical decisions, support stakeholder requirements, and prepare ITOM, ITAM, and CMDB initiatives. The role requires onsite work in Colorado Springs, Secret clearance, U.S. citizenship, and extensive ServiceNow development experience with current CSA certification.
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. This is a hybrid role but candidates will have to go onsite to our Colorado springs office 3-4 days per week. Candidates must reside in Colorado Springs.
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.
- Bachelors Degree and 14 years of experience. Masters and 12 years of experience.
- 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.
- Required: ServiceNow Certified System Admin (CSA) or ServiceNow Certified Application Developer (CAD).
- Secret Clearance required.
- Candidates must be U.S. Citizens.
- 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.
- Desired: CIS-ITSM (strongly preferred), CIS-Discovery, CIS-HAM, CIS-SAM, ITIL 4.
We are approximately 23,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.3 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.
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