Key skills
ITSMServiceNowAIGenerative AIAgile
About this role
Role Overview
- Lead the design and development of ServiceNow solutions to support federal program requirements, including custom applications, workflows, business rules, and UI policies.
- Drive the implementation and optimization of Now Assist AI capabilities, including generative AI workflows, virtual agents, intelligent automation, and predictive insights.
- Provide technical direction and solution design guidance across ServiceNow engagements, ensuring configurations are scalable, maintainable, and aligned with platform best practices.
- Design, develop, and support ServiceNow portals and web-based user experiences using Service Portal and/or UI Builder.
- Collaborate with customer product owners to translate business requirements into standards-based, scalable platform solutions.
- Perform code reviews and enforce development standards and best practices across the team.
- Support and enhance CSM knowledge enablement through Knowledge Base integration, taxonomy improvements, and self-service experience optimizations.
- Support platform upgrades, patching, and performance tuning to maintain system reliability and compliance.
- Troubleshoot and resolve ServiceNow defects and production issues across development, staging, and production environments.
- Ensure all configurations and customizations align with federal security and compliance requirements.
- Participate in Agile and SAFe ceremonies, including sprint planning, reviews, and retrospectives.
- Contribute to technical documentation and knowledge sharing across the delivery team.
Requirements
- ServiceNow Certified System Administrator (CSA), current.
- 7+ years of hands-on ServiceNow development experience, including custom applications, workflows, business rules, scripting, and integrations.
- 2+ years of experience providing solution design or technical lead responsibilities on ServiceNow engagements.
- Demonstrated experience implementing or configuring ITSM and/or CSM modules in enterprise environments.
- Strong experience with Service Portal, UI Builder, and user experience design on the ServiceNow platform.
- U.S. Citizenship is required per federal government contract requirements.
- Must be able to obtain Public Trust clearance.
Tech Stack
- ITSM
- ServiceNow
Benefits
- Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs.
- Health insurance.
- Professional development opportunities.
- Flexible working hours.