Develop, configure, enhance, and administer ServiceNow modules including: Incident, Problem, Change, Request, CMDB, Knowledge.
Customer Service Management (CSM) including Case Management.
Service Catalog & Service Portal.
Build and maintain Forms, Workflows, UI Policies, Business Rules, Script Includes, Groups, Roles, ACLs, and Views.
Create and improve Dashboards, Performance Analytics metrics, and scheduled reporting.
Design and maintain CMDB structures, reconciliation rules, cloud-specific data models, and integration points.
Integrate data from cloud providers such as AWS and Azure into a unified CMDB.
Build and maintain integrations with multiple data sources, including cloud APIs and monitoring platforms.
Develop high-quality Service Portals, widgets, and custom UI components using AngularJS and ServiceNow APIs.
Implement automated request fulfillment, case intake workflows, and customer self-service experiences.
Automate multi-system tasks and align platform functions with cloud operational workflows and DevOps practices.
Support platform upgrades, patching, and continuous improvement.
Follow Knox Systems’ development standards, Configuration Management policies, and Agile practices.
Troubleshoot issues, perform root-cause analysis, and resolve platform and integration problems.
Work closely with engineers, analysts, PMs, and senior technical staff in an Agile environment.
Provide clear technical guidance to customers and senior leadership.
Present technical concepts in non-technical terms to government stakeholders.
Mentor junior developers and collaborate with senior ServiceNow SMEs.
Requirements
Bachelor’s degree in Computer Science, Engineering, Information Systems, or related technical field, or equivalent experience.
4–8 years of professional experience (2–6 with a Master’s), or additional experience in lieu of a degree
4+ years of ServiceNow development.
Expertise with ServiceNow APIs for custom solutions and integrations.
Experience with ServiceNow: ITSM, Customer Service Management, CMDB, Domain Separation, Service Catalog, Service Portals, Performance Analytics, Service Portal development, Flow Designer, ServiceNow upgrades and release management
Excellent customer service and independent problem-solving capability.
Ability to multitask and manage multiple priorities in fast-paced environments.
Strong communication and documentation skills.
Ability to learn, adapt, and incorporate mentoring guidance.
Experience working in Agile/Scrum environments.
Must be a U.S. Citizen living in the United States. Dual Citizenship prohibited.