ServiceNow Developer

The Software Developer - Systems Software, Journeyman will support the design, configuration, development, testing, deployment, and maintenance of ServiceNow Customer Service Management (CSM) solutions. The position will translate business and technical requirements into scalable ServiceNow configurations and workflows while supporting platform governance, release management, documentation, and user adoption. The ideal candidate will have hands-on experience configuring ServiceNow CSM and Case Management capabilities, developing workflow and automation solutions, implementing role-based access controls, and supporting structured testing and deployment activities within an enterprise environment., * Configure, customize, maintain, and support ServiceNow CSM and Case Management solutions.

• Develop and maintain approval workflows, routing rules, notifications, SLAs, escalations, and Flow Designer automations.
• Translate functional and business requirements into scalable ServiceNow configurations and technical solutions.
• Configure forms, fields, case types, queues, assignments, access controls, audit capabilities, and related platform functionality.
• Develop and maintain ServiceNow Business Rules, Client Scripts, UI Policies, ACLs, and scoped application components.
• Design and execute test plans and test cases to validate functionality, integrations, security, and system performance.
• Troubleshoot defects and configuration issues and support root-cause analysis and remediation.
• Support ServiceNow releases, deployments, change management, and release-readiness activities.
• Develop and maintain technical documentation, administrator guides, user procedures, training materials, and transition documentation.
• Support reporting, dashboards, knowledge transfer, and platform governance activities.
• Collaborate with business stakeholders, technical teams, administrators, and end users throughout the solution lifecycle.

Expected Deliverables

• Configured ServiceNow CSM case types, forms, fields, workflows, routing, notifications, SLAs, and escalations.
• Configured access controls, audit trails, attachments, dashboards, and reports.
• Workflow and Flow Designer configurations supporting business and approval processes.
• Test plans, test cases, test procedures, test execution results, and UAT materials.
• Defect logs, remediation documentation, and release-readiness assessments.
• Technical and configuration documentation.
• Administrator guides, user procedures, training materials, and transition/knowledge-transfer documentation.

• Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or a related technical field.
• Experience configuring and administering ServiceNow CSM and Case Management functionality.
• Experience configuring case types, forms, fields, queues, assignments, statuses, SLAs, escalations, and related case-management components.
• Experience designing and configuring ServiceNow approval workflows, routing rules, notifications, and delegated approvals.
• Hands-on experience with Flow Designer, Business Rules, UI Policies, Client Scripts, ACLs, and scoped applications.
• Experience configuring attachments, audit trails, mandatory/required fields, and role-based access controls.
• Experience performing ServiceNow testing, troubleshooting, deployment, and release activities.
• Ability to gather and analyze requirements and translate business needs into effective ServiceNow solutions.
• Experience producing technical documentation, configuration documentation, and operational procedures., * ServiceNow CSA, CIS-CSM, CAD, or equivalent certification.
• Experience developing and supporting multi-step approval workflows.
• Experience with structured manual and automated testing methodologies.
• Experience performing functional, integration, regression, security, and user acceptance testing.
• Experience with Agile software development and delivery methodologies.
• Experience with continuous integration/continuous delivery (CI/CD) practices and enterprise platform governance.
• Experience supporting ServiceNow environments within the Federal Government or Department of Defense.