Servicenow Developer (It Customer Support Services)

SERVICENOW DEVELOPER (IT CUSTOMER SUPPORT SERVICES)

Description

G2IT is seeking a ServiceNow Developer to lead application development on the enterprise IT Service Management platform (e.g., ServiceNow) for a Department of War agency supported by an enterprise IT Customer Support Services program. The developer designs, builds, tests, and maintains custom applications, modules, workflows, the Service Catalog, and CMDB integrations that automate processes and improve the customer experience, delivering against a Government-prioritized backlog in an Agile framework. Because administrative rights and production deployment are controlled by a separate Government platform owner, success depends on delivering compliant, well-tested code and configuration packages and on demonstrating completed work to stakeholders for formal acceptance. The role also implements the ticket workflows at the heart of the program, including the Customer-Confirmed Ticket Closure process. You will independently analyze situations, determine the appropriate course of action, and exercise discretion and independent judgment on matters of significance to the program and its customers.

THIS IS A REMOTE ROLE AND UP TO 10% OF TRAVEL INVOLVED.

JOB DUTIES:

• Design, develop, test, and maintain custom applications, modules, and workflows on the ITSM platform (e.g., ServiceNow), including forms, business rules, client scripts, UI policies, script includes, Flow Designer flows, scripted REST APIs, and integrations, in accordance with the Government-prioritized backlog.
• Implement and sustain the enterprise ticket lifecycle workflows, including the Customer-Confirmed Ticket Closure process ("Resolved - Awaiting Customer Confirmation" status, automated notifications, Confirm and Close / Reopen actions, and automatic closure after three business days) across incident and request management for all tiers.
• Develop and maintain a user-friendly Service Catalog with automated request fulfillment workflows, and support the accuracy and integrity of the Configuration Management Database (CMDB) through discovery, integrations, and data quality rules as directed.
• Lead sprint-level development: refine and estimate backlog items, mutually agree sprint scope with the Government, conduct internal quality assurance, deliver the Demonstration of Completed Work, support UAT, and obtain documented stakeholder acceptance before closing development tasks.
• Adhere to platform development best practices, secure coding standards, NIST SP 800-218 SSDF practices, and Federal security guidelines; perform code reviews; and deliver compliant update sets/application packages to the Government platform owner for deployment.
• Participate in the Government's Problem, Change, and Release Management processes for all platform modifications, including impact analysis, test evidence, release notes, and rollback plans.
• Collaborate with the UX Designer, Automation Engineer, Data/BI Developer, and Knowledge Management team on Service Portal, Virtual Agent, Performance Analytics, and dashboard integrations that improve Tier 0 deflection and user experience.
• Mentor journeyman developers and testers, maintain technical design documentation and development standards, and provide development status and automation recommendations to the Monthly Customer Support Activity Report and CX Roadmap.

Qualifications

REQUIREMENTS:

• Bachelor's degree and a minimum of 10 years of related experience (a Master's degree with 8 years of related experience, or an additional 4 years of related experience in lieu of a degree, may be substituted).
• Must be a U.S. Citizen.
• Must have an Active Secret Clearance (favorably adjudicated T3/T3R) to start.
• Demonstrated ability to work independently, analyze problems, determine the appropriate course of action, and exercise discretion and independent judgment with limited day-to-day supervision.
• Minimum of 10 years of software development experience, including at least 5 years developing on ServiceNow or an equivalent enterprise ITSM platform.
• Expert proficiency in ServiceNow scripting (JavaScript server- and client-side), Flow Designer, IntegrationHub, Service Catalog, Service Portal, and CMDB, and experience with update set/application lifecycle management.
• Experience integrating the ITSM platform with external systems via REST/SOAP APIs, LDAP/Active Directory, and event/monitoring sources.
• Experience delivering in an Agile framework with sprint demonstrations, UAT, and formal stakeholder acceptance, including working within a platform-owner-controlled deployment model.
• Experience applying secure coding standards and Federal security requirements to application development.
• Experience leading or mentoring developers and producing technical design documentation.
• Strong communication skills, including demonstrating solutions to Government stakeholders.

DESIRED SKILLS:

• ServiceNow Certified Application Developer, Certified System Administrator, and Certified Implementation Specialist (ITSM, CSM, or Discovery); ITIL 4 Foundation.
• Experience with ServiceNow Virtual Agent, Predictive Intelligence, Performance Analytics, and Now Assist in a Government (GCC/IL5) instance.
• Experience supporting Department of War (DoW), DoD, or Intelligence Community IT environments.
• Familiarity with customer experience (CX) measurement, including CSAT, Customer Effort Score (CES), and experience level agreements (XLAs).
• Experience with Power BI integration and ISO/IEC 20000-1 aligned process design.
• CompTIA Security+ CE or CSSLP certification.

Annual Salary $100,000k-125,000k, depending on experience