Senior ServiceNow Developer/Implementer

Position Summary

We are seeking an experienced Senior ServiceNow Developer/Implementer to support the design, development, implementation, administration, and ongoing enhancement of the ServiceNow platform. The ideal candidate will possess strong hands-on experience developing workflows, configuring forms, managing user roles and access controls, troubleshooting platform issues, conducting testing activities, and providing operational support across ServiceNow modules and environments.

This role requires strong technical expertise, analytical problem-solving skills, and the ability to collaborate with cross-functional stakeholders to deliver scalable and secure ServiceNow solutions that support enterprise IT service management operations.

Key Responsibilities

ServiceNow Development & Implementation

• Design, configure, develop, and implement ServiceNow solutions across ITSM and related modules.
• Develop and maintain ServiceNow workflows, Flow Designer automations, business rules, UI policies, client scripts, and catalog items.
• Create, modify, and maintain forms, tables, views, and related configurations.
• Configure and customize ServiceNow applications to meet business and operational requirements.
• Support integrations between ServiceNow and external systems/applications.

User Access & Security Administration

• Configure and manage ServiceNow user roles, groups, ACLs (Access Control Lists), and permissions.
• Ensure adherence to security, governance, and least-privilege access principles.
• Support account provisioning, role-based access controls, and audit/compliance requirements.

Troubleshooting & Operational Support

• Troubleshoot and resolve ServiceNow platform issues, incidents, defects, and performance concerns.
• Perform root cause analysis and corrective actions for recurring issues.
• Provide Tier II/III support for ServiceNow-related operational issues and requests.
• Monitor platform health, scheduled jobs, integrations, and system performance.

Testing & Quality Assurance

• Develop and execute unit, integration, regression, and user acceptance testing (UAT) plans.
• Validate functionality following upgrades, patches, and enhancements.
• Support change management and deployment activities across development, test, and production environments.

Documentation & Process Improvement

• Develop and maintain technical documentation, SOPs, workflows, and implementation guides.
• Support continuous improvement initiatives and platform optimization efforts.
• Participate in governance reviews, CAB meetings, and operational planning sessions.

Required Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field (or equivalent experience).
• 5+ years of hands-on ServiceNow implementation and administration experience.
• Strong experience developing workflows and automations within ServiceNow.
• Experience creating and modifying forms, tables, UI policies, business rules, and client scripts.
• Strong understanding of ServiceNow security model including:
• User roles
• Groups
• ACLs
• Role-based access controls
• Experience troubleshooting ServiceNow platform issues and integrations.
• Experience performing testing and validation activities within ServiceNow environments.
• Strong knowledge of ITIL/ITSM processes and best practices.
• Experience supporting production ServiceNow environments.

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Application Developer (CAD)
• ITIL Foundation Certification
• Experience with:
• Flow Designer
• Service Catalog
• CMDB
• Discovery
• Incident/Change/Problem Management
• Experience with scripting languages such as:
• JavaScript
• Glide API
• REST/SOAP integrations
• Federal Government or enterprise operational support experience preferred.

Work Environment

• Fast-paced operational environment
• May support after-hours maintenance windows or emergency changes as needed
• Hybrid/remote support capabilities may be required