OverviewDecisionPoint seeks two Journeyman ServiceNow Developers to configure, enhance, integrate, and optimize the ServiceNow platform in support of the USMEPCOM ENLIST IT service-management operating model. These roles will develop and maintain workflows, service-catalog capabilities, Configuration Management Database functions, SLA/SLO controls, knowledge-management solutions, dashboards, automations, and system integrations.
The ServiceNow Developers will work with the ITSM / Service Management Lead, process owners, service owners, quality personnel, technical teams, and Government stakeholders to translate service-management requirements into secure, reliable, and maintainable platform capabilities. Successful candidates will support testing, deployment, documentation, troubleshooting, and continual improvement throughout the platform-development lifecycle.
These positions are remote, with preference given to candidates located in or near Chicago.
Note: By applying to this position, you acknowledge and consent to having your resume included in an active competitive government contract bid.
Duties & Responsibilities
The ServiceNow Developer will:
- Configure, customize, develop, test, deploy, and maintain ServiceNow platform capabilities supporting the ENLIST ITSM operating model.
- Translate functional, process, reporting, and integration requirements into scalable ServiceNow solutions.
- Configure and optimize incident, problem, change, request, event, knowledge, service-level, service-catalog, and configuration-management capabilities.
- Develop catalog items, record producers, order guides, forms, fields, tables, business rules, client scripts, UI policies, notifications, and approval workflows.
- Configure Flow Designer workflows, automations, integrations, scheduled jobs, and service-management routing rules.
- Support Configuration Management Database design, data ingestion, normalization, reconciliation, relationship mapping, health monitoring, and data-quality improvement.
- Configure SLA and SLO definitions, schedules, conditions, pause rules, breach warnings, escalations, and performance reporting.
- Develop dashboards, performance indicators, reports, scorecards, and operational views for service owners, process owners, program leadership, and Government stakeholders.
- Configure knowledge bases, article workflows, review and approval controls, publishing standards, permissions, and feedback mechanisms.
- Develop and maintain integrations using REST, SOAP, IntegrationHub, import sets, transform maps, APIs, and other approved integration methods.
- Implement role-based access controls, user criteria, groups, roles, permissions, and other platform-security configurations.
- Support service-portal, employee-center, self-service, and user-experience enhancements.
- Develop reusable scripts, components, configurations, and integration patterns that follow ServiceNow and program standards.
- Perform unit, functional, integration, regression, workflow, permissions, and data-validation testing.
- Support user-acceptance testing, release-readiness reviews, deployment activities, post-release validation, and defect remediation.
- Troubleshoot platform defects, failed workflows, integration errors, performance issues, data discrepancies, and access problems.
- Document configurations, technical designs, data mappings, interfaces, workflows, test results, release notes, and support procedures.
- Maintain development records, stories, defects, update sets, source-control artifacts, deployment packages, and configuration baselines.
- Participate in Agile planning, backlog refinement, technical reviews, demonstrations, retrospectives, and release-planning activities.
- Collaborate with quality personnel to resolve defects, implement corrective actions, and improve platform reliability.
- Support the ITSM Plan, Service Management System, Daily System Status Reports, service-performance measurement, and continual-improvement initiatives.
- Recommend platform improvements, automation opportunities, technical-debt remediation, and ServiceNow best practices.
- Protect sensitive Government, program, personnel, operational, and configuration information.
Qualifications
Required Qualifications
- Active Secret clearance or higher.
- Bachelor27s degree in Computer Science, Information Systems, Software Engineering, or a related field.
- Minimum of 6 years of relevant professional experience.
- Current ServiceNow Certified System Administrator certification.
Preferred Qualifications
- Experience developing, configuring, and supporting ServiceNow solutions in enterprise or Government environments.
- Experience supporting Department of Defense, federal civilian, or other Government programs.
- Experience with ServiceNow IT Service Management, Configuration Management Database, Service Catalog, Knowledge Management, Performance Analytics, or IntegrationHub.
- Experience configuring incident, problem, change, request, event, knowledge, service-level, configuration, and service-catalog processes.
- Experience developing catalog items, record producers, forms, tables, business rules, client scripts, UI policies, notifications, and approval workflows.
- Experience with Flow Designer, Workflow Editor, App Engine Studio, ServiceNow Studio, update sets, and application scopes.
- Experience with JavaScript, Glide APIs, HTML, CSS, XML, JSON, and ServiceNow scripting standards.
- Experience building REST, SOAP, IntegrationHub, MID Server, API, import-set, and transform-map integrations.
- Experience with CMDB architecture, Discovery, service mapping, identification and reconciliation rules, data certification, and health dashboards.
- Experience configuring SLA/SLO definitions, calculations, breach controls, escalations, and reporting.
- Experience developing dashboards, Performance Analytics indicators, scorecards, scheduled reports, and executive views.
- Experience implementing ServiceNow roles, groups, access-control rules, user criteria, and data-security controls.
- Experience with Automated Test Framework, unit testing, regression testing, user-acceptance testing, and release validation.
- Experience using Agile, Scrum, DevSecOps, or hybrid software-delivery methods.
- Familiarity with ITIL Version 5 or ITIL 4 practices and enterprise IT service-management processes.
- ServiceNow Certified Application Developer certification.
- ServiceNow Certified Implementation Specialist certification in ITSM, Discovery, Service Mapping, Customer Service Management, or another relevant product area.
- ITIL Foundation certification or higher.
- Experience with source control, continuous integration, automated deployment, and ServiceNow DevOps capabilities.
- Strong software-development, configuration, integration, troubleshooting, and analytical abilities.
- Excellent written and verbal communication skills.
- Strong technical-documentation and configuration-management skills.
- High attention to detail and commitment to secure, supportable, and maintainable platform solutions.
- Ability to translate business and service-management requirements into effective technical designs.
- Ability to manage multiple stories, defects, releases, integrations, and development priorities.
- Ability to work independently while collaborating effectively with technical and nontechnical stakeholders.
