OverviewAcuity Inc. is growing. We are seeking a Lead ServiceNow Developer (ITSM SME) to support a highly visible federal ServiceNow platform modernization initiative.
This role leads the technical implementation of ITSM capabilities across the ServiceNow platform, supporting both platform assessment and enterprise modernization efforts. The developer collaborates closely with the Platform Architect, government stakeholders, and engineering teams to implement configuration-first ServiceNow capabilities aligned with modern ITSM practices and ServiceNow architectural standards.
The position requires deep expertise in ITSM process implementation, ServiceNow configuration, and workflow development to deliver scalable, maintainable service management capabilities across the enterprise platform.
Responsibilities
The Lead Developer (ITSM SME) works with a multidisciplinary ServiceNow team to implement and modernize enterprise ITSM capabilities. The individual will:
- Lead technical implementation of ServiceNow ITSM capabilities including Incident, Problem, Change, Major Incident, and Knowledge Management.
- Configure and implement ITSM capabilities using configuration-first ServiceNow development patterns aligned with platform best practices.
- Support platform assessment activities by analyzing existing workflows, configurations, scripts, and customization patterns that impact platform maintainability and upgrade readiness.
- Translate ITSM process requirements into scalable ServiceNow configurations, workflows, and service catalog capabilities.
- Configure and maintain ServiceNow platform capabilities including Service Request Management, Knowledge Management, and Employee Center user experiences.
- Develop and configure workflows, flows, business rules, and platform logic using supported ServiceNow development standards.
- Develop and maintain integrations between ServiceNow and external enterprise systems.
- Create Automated Test Framework (ATF) tests to support platform quality, regression testing, and upgrade readiness.
- Work within an Agile delivery model, supporting backlog refinement, story estimation, sprint delivery, and technical implementation of user stories.
- Collaborate with architects, functional leads, and government stakeholders to implement scalable platform capabilities.
- Implement solutions aligned with platform governance standards, configuration-first architecture, and long-term maintainability.
- Maintain technical documentation including configuration standards, implementation documentation, and platform development guidance.
Qualifications
- Bachelor’s degree from an accredited college or university, preferably in a related technical field.
- Minimum five (5) years of hands-on ServiceNow development experience supporting enterprise ITSM implementations.
- Extensive knowledge of ITIL and ITSM processes.
- Demonstrated experience implementing ServiceNow ITSM capabilities including Incident, Problem, Change, and Knowledge Management.
- Experience configuring and administering ServiceNow platform capabilities.
- Experience developing workflows, business rules, and integrations within the ServiceNow platform.
- Demonstrated strength in technical problem solving, process improvement, and solution implementation.
- Strong interpersonal and collaboration skills working with technical teams and business stakeholders.
- Strong communication and facilitation skills supporting collaboration across technical and functional teams.
- ITIL® Foundation or higher certification.
- ServiceNow Certified System Administrator.
- ServiceNow Certified Application Developer.
Desired Qualifications
- ServiceNow Certified Implementation Specialist – ITSM
Clearance Requirement
- Ability to obtain and maintain a Public Trust clearance.
MinUSD $170,000.00/Yr.
MaxUSD $175,000.00/Yr.
Salary RangeThe salary range for this position represents Acuity's good faith estimate of the compensation for this job title at the time of posting. Final compensation will be determined based on factors including, but not limited to, the candidate's qualifications, experience, education, certifications, skills, geographic location, contract requirements, applicable labor categories, and, where applicable, contract award and funding.
