ITSM Application Developer & Systems Administrator

The ServiceNow Application Developer and Systems Administrator is responsible for designing and building custom applications and workflows within the ServiceNow platform to meet the Judiciary?s business requirements. This includes work in existing modules as well as developing new functionalities using JavaScript and ServiceNow scripting tools. Additionally, the position is responsible for designing, implementing, and managing system integrations and providing ongoing troubleshooting and enhancements to support business operations.

The position will work across the full software development lifecycle from gathering requirements and designing solutions to coding, testing, and deployment, while also maintaining system performance and ensuring adherence to the Judiciary?s policies and protocols.

Expertise in the ServiceNow platform with a focus on IT Service Management (ITSM) solutions that support judiciary-specific workflows. Understanding of enterprise IT governance, and cybersecurity best practices. Design, develop, configure, test, and implement ITSM workflows and applications within the ServiceNow platform.

Translate business requirements into technical specifications and implement tailored solutions. Create and maintain modules, including but limited to: Incident, Problem, Change, Service Catalog, Asset, CMDB, Knowledge Management, and Performance Analytics, Strategic Portfolio Management (Innovation Management, Demand Management, Project Portfolio Management, Resource Management, Financial Planning, Agile development, and Objectives and Key Results).

Perform system integrations between ServiceNow and in-house developed or third-party tools (REST, SOAP, MID Servers, etc.).

Expertise in the ServiceNow platform with a focus on IT Service Management (ITSM) solutions that support judiciary-specific workflows. Understanding of enterprise IT governance, and cybersecurity best practices. Design, develop, configure, test, and implement ITSM workflows and applications within the ServiceNow platform. Translate business requirements into technical specifications and implement tailored solutions. Create and maintain modules, including but limited to: Incident, Problem, Change, Service Catalog, Asset, CMDB, Knowledge Management, and Performance Analytics, Strategic Portfolio Management (Innovation Management, Demand Management, Project Portfolio Management, Resource Management, Financial Planning, Agile development, and Objectives and Key Results).

Perform system integrations between ServiceNow and in-house developed or third-party tools (REST, SOAP, MID Servers, etc.). Customize ServiceNow forms, fields, and workflows using client/server scripts, UI policies, and business rules. Develop and implement user interface enhancements, dashboards, and reporting capabilities. Monitor platform performance and troubleshoot application issues, performing root cause analysis and implementing corrective actions. Participate in agile development sprints and maintain documentation in line with change management protocols. Develop, maintain, and disseminate professionally crafted presentations, reports, and other materials in various formats. Support day-to-day operations and address user issues timely. Assist with guiding and training on ITSM practices.

Industry Currency: Maintain knowledge of current and emerging technologies and trends by attending industry forums, trade associations, training, conferences, webinars and regularly reviewing trade journals and literature. Use this knowledge to benefit the Judiciary through implementation of improved technologies, methods and practices while protecting the Judiciary?s information assets., Additionally, this position must be able to extract important details from all change and configuration management tools to analyze and interpret relevant KPIs. This information provides valuable insights and feedback to JIS Executive Management and key stakeholders under the guidance and direction of the ITSM Program Manager.

Education: Bachelor?s Degree from an accredited college or university.

Experience: Five (5) years of related experience designing, developing, testing, implementing, and maintaining ServiceNow in a medium-large scale enterprise environment.

Certification: ITIL v4 certification preferred. ServiceNow certifications (e.g., CSA, CAD, ITSM Implementation Specialist) are highly desirable.

Note: Professional work experience as defined above may be substituted on a year for year basis for up to four (4) years of the required education.

Knowledge of:

The ServiceNow platform, including ITSM, ITOM, HRSD, CSM, SPM, SecOps, and custom applications.

ServiceNow architecture and data models, including CMDB design and best practices.

Scripting and automation using JavaScript, Glide APIs, Flow Designer, and ServiceNow Scripted REST/SOAP APIs.

ServiceNow development tools (Studio, Update Sets, Scoped Applications, Service Portal).

DevOps integration, CI/CD pipelines, and Agile/Scrum methodologies within a ServiceNow environment.

Security and access controls, ACLs, encryption, and compliance standards like FedRAMP or HIPAA, as relevant.

IT Service Management concepts and lifecycle.

Experience working in organizations with mature ITIL/ITSM processes.

Platform configuration and customization, including Service Catalogs, Workflows, Business Rules, Client Scripts, and UI Actions.

Skill in:

Advanced application development and customization skills across multiple ServiceNow modules and integrations.

Problem-solving and debugging skills in complex environments with large datasets and multiple business processes.

Developing and consuming APIs for third-party integrations (REST/SOAP, OAuth, MID Server).

UI customization using Service Portal, widgets, and client-side scripting (Client Scripts, UI Policies, UI Actions).

Agile tools and practices, including sprint planning, backlog grooming, and version control (Git).

Performance optimization and governance best practices on large-scale ServiceNow deployments.

JavaScript, HTML, CSS, and scripting APIs specific to ServiceNow (Glide, g_form, etc.).

ServiceNow Studio, Flow Designer, IntegrationHub, and Automated Test Framework (ATF).

Ability to develop reusable components and streamline workflows for maintainability.

Configuring access controls and role-based permissions for various judiciary stakeholders.

Data migration and reporting, ensuring judiciary IT systems provide actionable insights for policy decisions.

Working with Authentication/Authorization protocols such as OAuth 2.0, SAML, and LDAP.

Experience using Agile/Scrum methodologies, Jira, or similar project tracking tools.

Ability to:

Architect scalable, maintainable, and secure solutions aligned with enterprise IT strategies.

Lead development teams and provide technical direction on complex projects.

Translate business requirements into technical specifications and working solutions.

Collaborate with cross-functional teams, including infrastructure, security, and business stakeholders.

Stay current with platform updates and innovations, applying new features to existing solutions.

Strong written and verbal communication skills, with the ability to document solutions and deliver technical presentations.

Skilled in maintaining high availability and performance of judiciary IT systems, ensuring minimal downtime and operational efficiency.

Train judiciary staff on ServiceNow workflows, fostering adoption and ease of use.

Adept at troubleshooting complex ITSM-related issues, conducting root cause analysis, and implementing long-term solutions within court environments.

Gather and analyze requirements from business users and translate them into technical designs.

Prioritize tasks, manage workload, and meet deadlines in a fast-paced environment.

Map ITIL principles (Incident, Change, Problem, etc.) into ServiceNow solutions.

Physical Requirements:

Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met., This position requires proficiency in typical office tools for daily management activities (e.g., email, messaging, word processing, spreadsheets, presentation software, collaboration tools, etc.), along with project management methodologies and tools. Candidates must understand the system development life cycle (SDLC). Fluency with change and configuration management tools is essential.

Pulled from the full job description

• Tuition reimbursement
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance
• Life insurance
• Employee assistance program, Regular Full Time

The Maryland Judiciary offers a generous benefit package including medical, dental, vision, life insurance, paid time off, paid holidays, tuition assistance, continuing education programs, employee assistance programs, and State Retirement and Pension plans. Telework, up to 2 days per week, may also be available. Telework eligibility is based on job functions and the approval of the Administrative Head.

Maryland Judiciary Benefits (mdcourts.gov)

About the Maryland Court System | Maryland Courts (mdcourts.gov)

Maryland Judiciary Pay Scale June 2025