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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # ServiceNow Developer - **Company:** DMI Digital Management Inc - **Location:** Bethesda, MD, United States (Remote available) - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Business Logic, Automation of Tests, Computer Telephony Integration, Data Integrity, Data Mapping, Data Synchronization, Software Architecture, Regression Testing, Simple Object Access Protocol (SOAP), Systems Integration, Data Logging, Genesys, Client Side Scripting, Integration Tests, Enterprise Integration, Hardware Asset Management, Restful APIs, ServiceNow Customer Service Management, Servicenow - **Published:** May 13, 2026 - **Apply:** https://jobs.localjobnetwork.com/job/detail/87150712/ServiceNow-Developer ## About the Role Education and Years of Experience: * 3+ years of hands-on ServiceNow development experience, with active work in CSM and service catalog configuration Required Skills & Certifications: * Proficiency in ServiceNow scripting: business rules, client scripts, script includes, UI policies, and Flow Designer * Experience configuring and troubleshooting REST integrations into or out of ServiceNow * Experience with catalog item and catalog task workflow development, including variable sets, catalog UI policies, and task routing * Experience with HAM Pro or IT Asset Management, including asset record lifecycle and CI relationships * Familiarity with SLA configuration, reporting, and Performance Analytics in a multi-customer or multi-team environment * Ability to work from architectural direction and design specifications without requiring significant hand-holding on technical approach * Strong written communication skills for documenting configurations, integration specs, and technical decisions Preferred Skills & Certifications: * ServiceNow Certified System Administrator (CSA) * Certified Implementation Specialist in CSM, ITSM, or HAM (one or more) * Experience integrating ServiceNow with Genesys Cloud or similar CCaaS platforms, including CTI/screen pop configuration and interaction data sync * Experience in a managed services or multi-customer BPO environment where a single platform instance supports multiple external customers * Familiarity with mobile device management, telecom provisioning, or BYOD/eSIM/pSIM workflows * Experience with the Automated Test Framework (ATF) for regression testing catalog and integration logic * ITIL Foundation certification (v3 or v4) Core Competencies: * Execution discipline - translates architectural direction into clean, maintainable platform configuration and code * Detail orientation - catches edge cases in workflow logic and integration data mapping before they become production issues * Operational empathy - understands what fulfillers, depot staff, and agents actually need from the platform day-to-day * Communication - surfaces blockers and tradeoffs clearly rather than making silent decisions that create rework Citizenship Status Required: Must be a U.S. Citizen ## Description Our environment includes a CSM-based helpdesk integrated with Genesys Cloud for phone, chat, and email interactions; an extensive service catalog covering mobility transactions with multi-step catalog task workflows that vary by customer type; and a set of customer integrations connecting external ITSM platforms to our service catalog for automated request submission. Hardware Asset Management (HAM Pro) underpins phone number and device record creation that flows from catalog transactions. We are in an active improvement cycle. The developer in this role will be executing against a structured maturity roadmap: simplifying record models, rationalizing catalog workflows, building repeatable integration patterns, and improving the fulfiller and agent experience. Strong execution skills, comfort working from architectural direction, and the ability to surface implementation details back to the architect are all essential. Priority Delivery Areas: CSM & Contact Center Integration * Configure and maintain the CSM workspace to support efficient case handling across phone, chat, and email channels * Implement and test the Genesys Cloud integration with the ServiceNow CSM workspace, including screen pop, case creation, and activity logging * Build and refine CSM case flows, assignment rules, SLA definitions, and fulfillment notifications Service Catalog & Catalog Task Workflows * Develop and maintain catalog items and their associated catalog task workflows for 20 mobility transaction types * Implement workflow standardization improvements as defined by the architect, reducing variation while preserving necessary customer-type differences * Improve fulfiller-facing task guidance, forms, and record layouts to reduce errors and ambiguity in day-to-day operations * Build and maintain Flow Designer flows and business rules that drive catalog task automation Customer ITSM Integrations * Implement REST/SOAP integrations connecting external customer ITSM systems to the DMI service catalog * Build from reusable integration patterns defined by the architect to reduce per-customer implementation effort * Develop inbound request handling, record mapping, error handling, and status callback logic for each integration * Support customer onboarding teams with integration testing, troubleshooting, and documentation HAM Pro & Asset Record Automation * Develop and maintain automation that creates and updates hardware asset and phone number records triggered by catalog transactions * Ensure asset lifecycle actions (provisioning, swap, return, deactivation) are correctly reflected in HAM Pro records * Support SLA and reporting improvements by ensuring record data integrity across Cases, Requested Items, and Catalog Tasks Reporting & Operational Visibility * Build and maintain ServiceNow reports, dashboards, and Performance Analytics indicators for operations, SLA tracking, and management visibility * Configure catalog task list views and dashboard filters to support fulfiller and depot staff workflows * Support the architect's SLA simplification initiatives by implementing updated SLA definitions and reporting structures Duties and Responsibilities: * Development & Configuration + Develop platform solutions including business rules, client scripts, UI policies, Flow Designer flows, and custom application logic + Configure and maintain ITSM, CSM, and HAM Pro modules in alignment with DMI's managed services workflows + Perform day-to-day administration of the ServiceNow platform, including approved changes to processes, workflows, and workspace configuration + Build and maintain UI Builder workspaces and agent-facing views for CSM and fulfiller operations * Integration Development + Design and implement bidirectional integrations using REST APIs, Integration Hub, and MID Server as appropriate + Follow integration standards and reusable patterns defined by the architect to ensure consistency and maintainability + Document integration designs, data mappings, and error handling procedures * Upgrades & Platform Health + Execute ServiceNow platform upgrades and patches, including regression testing against catalog workflows, integrations, and CSM configuration + Proactively identify and resolve platform issues; escalate to the architect when architectural decisions are required + Maintain technical documentation for all configurations, customizations, and integrations * Collaboration & Delivery + Work directly from designs and requirements provided by the ServiceNow Architect; surface implementation questions and constraints early + Collaborate with fulfillment teams, depot staff, and helpdesk leads to understand operational pain points and translate them into platform improvements + Participate in architecture reviews and contribute implementation perspective to design discussions + Provide accurate effort estimates and status updates to support delivery planning ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Backstage in Practice: Offloading Developer Operational Work Through Platform Self-Service](https://www.wearedevelopers.com/videos/1922-backstage-in-practice-offloading-developer-operational-work-through-platform-self-service) - [Wardley Maps for Software Developers](https://www.wearedevelopers.com/videos/665-wardley-maps-for-software-developers) - [Rest API Antipatterns](https://www.wearedevelopers.com/videos/100208-rest-api-antipatterns) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [The Design and Evolution of C++](https://www.wearedevelopers.com/videos/526-the-design-and-evolution-of-c) ## Related Articles - [Why Attend a Developer Event in 2026?](https://www.wearedevelopers.com/magazine/688-why-attend-a-developer-event-in-2026) - [What Makes WeAreDevelopers World Congress Different From Every Other Tech Event?](https://www.wearedevelopers.com/magazine/701-what-makes-wearedevelopers-world-congress-different-from-every-other-tech-event) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [How to land a developer job in Amsterdam](https://www.wearedevelopers.com/magazine/36-how-to-land-a-developer-job-in-amsterdam) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023)