Build, enhance, and optimize core ITSM capabilities (Incident, Problem, Change, Request, Knowledge, Service Catalog, CMDB).
Configure workflows and automation to improve outcomes (SLA performance, reduced MTTR, improved change success rates).
Contribute to CMDB maturity through better data quality, governance, and alignment to operational processes.
Implement secure configurations and access controls in regulated federal environments.
Configure and support capabilities such as Discovery, Service Mapping, Event Management, and operational visibility/alerting.
Build and enhance asset lifecycle workflows, software asset compliance controls, and inventory/data quality practices.
Configure case management workflows, employee-facing service delivery, and catalog-style experiences that improve time-to-resolution and user satisfaction.
Help ensure integration and data consistency between ITSM and these modules (CMDB/asset data, service catalog alignment, reporting).
Deliver end-to-end development: requirements → build → unit testing → UAT support → deployment → post-release optimization.
Develop with ServiceNow best practices across scripting and configuration (Business Rules, Script Includes, Client Scripts, UI Policies, ACLs).
Build integrations using REST/SOAP APIs and support data flows across enterprise systems.
Collaborate with architects, consultants, and client stakeholders to translate mission needs into platform configuration and automation.
Provide peer-level technical support through code reviews, troubleshooting, documentation, and sharing platform best practices.
Support junior developers through pairing and practical guidance (without formal people management expectations).