ServiceNow Developer - CSM / ITSM

The Florida Department of Financial Services is looking for a skilled ServiceNow Developer to join a long-term, multi-year initiative. The work centers on setting up, designing, building, and connecting the ServiceNow platform to fit the department’s needs. This person will report day to day to the Project Operations Manager. They will work closely with the ServiceNow Administrator, the Solution Center Manager, technical teams, business stakeholders, and department leadership., ServiceNow Setup & Development

• Set up, integrate, and roll out ServiceNow modules and features, including:

• Case Management and Major Case Management
• Incident, Problem, Change, and Service Request Management
• Knowledge Management and Workspace Management
• Configuration Management and Service Level Management
• Reporting, Dashboards, and Performance Analytics
• Customer Self-Service Portal and Technician/Employee Portal
• Workflow, Flow, and Business Rules Management
• Customer Satisfaction Surveys
• Virtual Agent and Live Chat
• Agile Development
• Build, design, and look after ServiceNow workflows, flows, and automated processes.
• Set up and configure Service Level Management features.
• Configure dashboards, self-service portals, live chat, and Virtual Agent.

Integrations & Platform Upgrades

• Carry out ServiceNow CSM upgrades, covering module setup, customizations, and integration testing.
• Support connections with Microsoft technologies and third-party applications.
• Help improve platform performance, reliability, and data security.

Testing & Defect Management

• Take part in defect tracking, issue triage, and joint troubleshooting with other teams.
• Run feature testing, retesting, regression testing, smoke testing, and release testing.
• Check platform configurations, integrations, and customizations for quality and stability.

Documentation & Knowledge Sharing

• Keep thorough records of application design, configurations, development work, and code-generation techniques.
• Create and lead ServiceNow training and knowledge-transfer sessions.
• Partner with technical and functional teams to support rollout, upkeep, and ongoing improvements.

• At least 3 years of hands-on work configuring, designing, and building on ServiceNow, plus 4+ years of total IT experience in programming and systems administration.
• Background in data extraction, conversion, and migration.
• Strong command of JavaScript, HTML, XML, JSON, and SQL.
• Track record of connecting ServiceNow with Microsoft technologies and other third-party systems.
• Working knowledge of ServiceNow Discovery, filling the CMDB, and using Service Mapping to show business services visually.
• Familiarity with Customer Service Management (CSM).
• Hands-on experience with ServiceNow workflows, flows, configuration, and platform development.
• Awareness of relevant state and federal laws, industry standards, and state IT requirements.
• Experience running projects, keeping stakeholders informed, and working across teams.
• Excellent written and spoken communication, with the ability to engage leadership, technical and functional groups, and outside stakeholders.

• Required ServiceNow certifications:

• Certified System Administrator (CSA)
• Certified Application Developer (CAD)
• Bachelor’s degree in Computer Science, Information Systems, or a similar field, or equivalent hands-on experience.
• Understanding of state procurement and contract monitoring requirements.

Nice-to-Have

• 5+ years of experience configuring, designing, and building on ServiceNow.

• Preferred ServiceNow certifications:

• Certified Implementation Specialist IT Service Management (CIS-ITSM)
• Certified Implementation Specialist Customer Service Management (CIS-CSM)
• Background in performance tuning and data security.
• Experience building custom email templates.
• Experience applying security policies through Access Control Lists (ACLs), roles, groups, and authentication methods.

The right person brings solid hands-on ServiceNow development skills, especially in CSM, ITSM, integrations, workflows, and platform configuration. Founded in 2014, is a global leader in delivering innovative IT solutions and services. Headquartered in the USA with a presence in the UK, Canada, and India, we specialize in offering industry-leading expertise and cutting-edge products that help our clients maximize their technological investments. Our focus on best-in-class solutions, a highly knowledgeable team, and proactive talent mapping ensure we remain at the forefront of the IT industry. ConglomerateIT is driven by our Center for Excellence and Innovation, an initiative dedicated to keeping us ahead in a rapidly evolving technology landscape. We understand that building strong relationships is key to our success, and this commitment has enabled us to partner with Fortune 500 companies and leading system integrators worldwide. Our ability to provide local talent on a global scale ensures that we can meet the contingent project requirements of our clients efficiently and effectively.

ConglomerateIT LLC