ServiceNow ITSM Developer

Red River

Olympia, WA

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JOB DETAILS

SKILLS

Adobe Acrobat, Agile Programming Methodologies, Asset Management, Automation, Business Development, Change Management, Change Requests/Orders, Cloud Computing, Configuration Management, Continuous Improvement, Customer Relations, IT Service Management (ITSM), ITIL (IT Infrastructure Library), Incident Management, Knowledge Management, Leadership, Machine Tool, Needs Assessment, Network Performance/Analysis, On Call, Operational Support, Power Outages, Problem Solving Skills, Process Improvement, Production Support, Production Systems, Relocation Services, Resolve Customer Issues, Risk, Root Cause Analysis, SAP, Scripting (Scripting Languages), Secret Clearance, ServiceNow, Stability Analysis, Statement of Work (SOW), Team Player, Technical Sales, Testing, United States Citizen, Usability Engineering, User Interface/Experience (UI/UX), Workflow Analysis

LOCATION

Olympia, WA

POSTED

9 days ago

?At Red River Managed Services, we provide a welcoming and positive workplace where everyone feels valued and able to do their best work, fostering a one-team mentality. Our employees work together to foster wise decision-making that relies on data, experience, and collaboration. We seek self-motivated individuals who are open to an environment based on this teamwork and shared success. Our team works directly with our clients to create innovative solutions, challenge the status quo, and deliver first in class solutions. Our client-centric culture works to anticipate needs with an urgency to resolve issues and build long-term client relationships. We aim to expand our growing workforce with passionate individuals who are resilient in the face of uncertainty and possess a creative spirit, all while keeping the needs of our clients top of mind to foster individual and organizational success. Interested candidates must possess a desire for growth through continuous learning and feedback. Ideal candidates will possess the following skills and come prepared to discuss how they have experienced each of these areas in previous roles: + **Collaboration** - You bring a collaborative spirit to all interactions with others; you work to ensure everyone around you is welcomed and positioned to do their best work; you view every Red River colleague as a member of one team. + **Creativity** - You welcome new ideas and listen with the intent to understand; you are passionate and persistent in pursuit of innovative solutions; you value "brainstorming" as an expression. + **Empathy -** You take the time to understand both the needs of your clients and your team members; you anticipate client needs and address issues effectively; you work to make each client feel valued and understood; you foster loyalty and a long-term relationship. + **Integrity** - You willingly receive and give feedback; you are open about what's working and what needs to improve; you admit mistakes openly and share learnings widely. + **Judgment** - You are intentional when making decisions, with an aim toward long-term solutions rather than quick fixes; you rely on data, training, and collaboration with others to inform your decisions. + **Purpose** - You exhibit courage in searching for the truth; you are willing to risk personal failure to help, or challenge the status quo, in the pursuit of excellence. + **Resilience** - You thrive in rapidly changing circumstances; you adapt to change; you know when to include or escalate to others; you embrace a hard challenge. + **Selflessness** - You are considerate when searching for new and different ideas; you seek what's best for the team and organization; you discern how your actions could affect others; you seek to make those around you successful. We are seeking a highly experienced ServiceNow ITSM Developer to support the design, development, and operational excellence of the organization's ServiceNow platform, with a strong emphasis on IT Service Management (ITSM) capabilities. This role is critical to ensuring the platform effectively enables ITIL-aligned processes through intuitive, user-friendly solutions that drive adoption and operational efficiency. While governance and process design are well established, this position focuses on translating those processes into scalable, low-friction experiences within ServiceNow. This position serves as a hybrid solution-oriented and hands-on technical role, combining solution design with active development, incident support, testing oversight, and stakeholder collaboration. The ServiceNow ITSM Developer will work closely with ServiceNow leadership, technical teams, and business partners to evolve the platform in alignment with both near-term operational needs and long-term strategic goals. The role supports a multi-year roadmap of enhancements, including service catalog expansion, user experience improvements, and continuous maturity efforts aligned to a Level 3 capability target. **Key Responsibilities** + Design and maintain scalable, secure, and maintainable ServiceNow solutions with a focus on ITSM modules + Develop using Business Rules, Script Includes, Client Scripts, UI Policies, and Flow Designer + Configure core ITSM modules (Incident, Problem, Change, Request, Knowledge) + Optimize Service Catalog items and workflows for usability and adoption + Collaborate with stakeholders to simplify workflows and improve user experience + Support incident triage, root cause analysis, and platform stability + Maintain development standards and governance alignment + Support integrations (e.g., SAP) + Participate in testing, deployment, and support + Troubleshoot platform issues and provide resolutions **Qualifications** Required: + 7+ years of ServiceNow experience focused on ITSM Modules + ACTIVE Secret Clearance + Strong development experience with ITSM modules and scripting + Experience supporting production environments + Strong understanding of ServiceNow architecture and ITIL Required ITSM Experience: + Incident Management (including Major Incident Management) + Request Management + Problem Management + Change Management/Change Enablement + Knowledge Management + Service Catalog Secondary Experience: + Hardware Asset Management + CMDB / Configuration Management + Service Operations Workspace (Next Experience UI / SOW) + Incident Communications / Major Incident tooling + On-call scheduling + Notifications & event-driven automation + Outage management Preferred: + ServiceNow CSA or Implementation certifications + ITIL 4 Foundation + Experience with HAM, CMDB, and integrations + Experience in complex environments and Agile delivery Basic Qualifications: + U.S. Citizenship Required Red River offers a competitive salary, excellent benefits and an exceptional work environment. You can review our benefit (http://redriver.com/wp-content/uploads/2024/12/2025-Red-River-Technology-BAAG\_12.19.24-1.pdf) offerings here. If you are ready to join a growing company, please submit your resume and cover letter (optional). **EOE M/F/DISABLED/Vet** Red River is an equal opportunity employer. All qualified applicants will receive consideration for employment. Discrimination or harassment based upon any protected characteristics as defined by state or federal law is wholly inconsistent with our company values and will not be tolerated. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans Readjustment Act of 1974, and Title I of the American's with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact accommodation@redriver.com . PLEASE NOTE: This contact channel is reserved for use by individuals with disabilities who require special accommodations in order to submit an expression of interest in a position within Red River. _Red River does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job postings or otherwise. Placement fees will not be paid to any recruiter unless Red River has an active agreement in place with the recruiter and such a request has been made by the Red River Talent Acquisition team and such candidate was submitted to the Red River Talent Acquisition Team via our_ _Applicant Tracking_ _System. Any unsolicited resumes or other data submitted to Red River in violation of this policy may be used by Red River without obligation to pay any fees of any kind to the recruiter._ **Don't see a job you want to apply for? Click '** **Get Started** **' below to send us your resume so we can reach out for future openings!** Red River brings together the ideal combination of talent, partners and products to disrupt the status quo in technology and drive success for business and government. Red River serves organizations well beyond traditional technology integration, with more than 20 years experience in security, networking, analytics, collaboration, mobility and cloud solutions. Our operations, support, sales and technical teams all work together to create a positive impact on citizens, soldiers, consumers and employees. That's what it means to Rock the Red. Are you ready? + We work with purpose, looking to disrupt the status quo in meaningful ways. + We act with integrity, showing respect for all and demonstrating our commitment to ethics + We value collaboration and work as a team to accomplish goals + We elevate creativity, and support curiosity to re-imagine the use of technology + We have a strong work ethic, and seek continuous improvement in all we do + We embrace philanthropy, working together to drive positive change and lasting impact within communities around us Please see the linked document below for our consumer privacy notice. The notice provides you with information about what Red River Technology LLC and its affiliates (collectively referred to as "Company", "we", "our" or "us") may collect about you, how this information may be used by Company, your privacy rights and the Company's obligations in accordance with California Consumer Privacy Act of 2018 ("CCPA") and the California Privacy Rights Act of 2020 ("CPRA"). https://redriver.com/wp-content/uploads/2023/08/CPRA-Notice-to-Employees-updated30.pdf https://www.dol.gov/agencies/ofccp/posters

About the Company

Red River

INDUSTRY

Other/Not Classified

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