Senior ServiceNow ITMS Developer

The Opportunity:

We are seeking an experienced ServiceNow ITSM Senior Developer to lead the design, development, and implementation of IT Service Management solutions. This role requires deep technical expertise in ServiceNow platform development, strong understanding of ITIL processes, and the ability to mentor junior developers while driving strategic ITSM initiatives.

Responsibilities:

Technical Leadership & Architecture:

• Lead the design and architecture of complex ITSM solutions
• Provide technical guidance and mentorship to junior and mid-level developers
• Establish development standards, best practices, and coding guidelines
• Review code and configurations for quality, performance, and maintainability
• Drive technical innovation and platform optimization
• Lead proof-of-concept initiatives for new ITSM capabilities
• Architect integrations between ITSM and other platforms
• Participate in architecture review boards
• Enjoy teaching mid and junior developers

Advanced ITSM Developmentt:

• Design and develop complex ITSM applications and customizations
• Build advanced Service Catalog offerings with complex fulfillment workflows
• Develop custom applications using scoped applications
• Create complex business rules, script includes, and UI actions
• Develop advanced integrations using IntegrationHub, REST/SOAP APIs
• Build custom widgets and portals using Service Portal
• Implement Virtual Agent and chatbot solutions
• Develop mobile applications for ITSM processes
• Create advanced workflows using Flow Designer and subflows

Process Optimization & Automation:

• Analyze and optimize existing ITSM processes for efficiency
• Design end-to-end automation solutions across ITSM modules
• Implement advanced SLA/OLA strategies and optimization
• Develop predictive intelligence and machine learning solutions
• Create complex approval workflows with dynamic approvers
• Implement auto-remediation and self-healing capabilities
• Design omnichannel support experiences
• Optimize notification strategies and reduce alert fatigue

Enterprise Integrations:

• Design and implement enterprise-wide integrations (email, LDAP, SSO, CMDB)
• Develop integrations with monitoring tools, ticketing systems, and collaboration platforms
• Implement bidirectional integrations with external systems
• Create custom REST and SOAP web services
• Develop middleware integrations and ETL processes
• Implement real-time and batch integration patterns
• Ensure integration security and error handling best practices

Reporting & Analytics:

• Create reports and dashboards for ITSM metrics
• Develop Performance Analytics content when available
• Create executive dashboards for service delivery
• Support compliance and audit reporting requirements
• Analyze trends and provide improvement recommendations

Platform Administration & Governance:

• Manage update sets and deployment processes
• Implement source control integration (Git, Azure DevOps)
• Configure instance security (ACLs, roles, data policies)
• Optimize platform performance and scalability
• Conduct security reviews and vulnerability assessments
• Manage technical debt and platform health
• Lead upgrade planning and execution
• Implement disaster recovery and backup strategies

Knowledge Management & Documentation:

• Create comprehensive technical documentation and solution designs
• Develop and maintain knowledge base for internal teams
• Create architectural diagrams and process flows
• Document API specifications and integration patterns
• Maintain development runbooks and playbooks
• Conduct technical training sessions
• Create video tutorials and enablement materials

Stakeholder Management:

• Lead requirements gathering sessions with business stakeholders
• Translate business requirements into technical solutions
• Present technical solutions to executive leadership
• Manage expectations and communicate project status
• Provide effort estimates and technical assessments
• Lead vendor evaluations and technology assessments
• Participate in client-facing discussions and demos
  
  

Team Leadership:

• Mentor and coach junior and mid-level developers
• Conduct code reviews and provide constructive feedback
• Lead development team ceremonies (standups, retrospectives)
• Participate in hiring and intervie
  
  

Qualifications:

Required: 

Certifications:

• ServiceNow Certified System Administrator (CSA) - Required
• ServiceNow Certified Implementation Specialist - ITSM
• ITIL 4 Foundation certification (preferred)

Technical Skills:

• Strong understanding of ServiceNow platform fundamentals
• Knowledge of ITSM applications (Incident, Problem, Change, Request Management)
• Understanding of ITIL processes and best practices
• Experience with Service Catalog development and configuration
• Basic JavaScript for business rules and client scripts
• Knowledge of Flow Designer
• Understanding of SLA configuration and management
• Experience with notifications and email templates
• Knowledge of UI policies, data policies, and ACLs
• Understanding of integrations (REST/SOAP APIs)
• Familiarity with reporting and Performance Analytics where applicable

Experience:

• 10+ years of experience with ServiceNow platform
• Hands-on experience configuring ITSM modules
• Experience developing Servi
   

Pay Range:

There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.

Since this position can be worked in more than one location, the range shown is the national average for the position.

The proposed salary range for this position is: