ServiceNow Developer CSM/PSDS

The ideal candidate will be a strong hands-on ServiceNow developer with experience designing and developing enterprise applications, workflows, integrations, portals, and case management solutions in complex and secure environments., n \n

• Design, develop, configure, test, and deploy solutions on the ServiceNow platform, including custom applications, workflows, business rules, client scripts, UI policies, Script Includes, Flow Designer, IntegrationHub, and platform automation. \n

• Develop scalable ServiceNow solutions using JavaScript, Glide APIs, REST/SOAP APIs, ServiceNow data models, ACLs, notifications, scheduled jobs, and other platform capabilities. \n

• Configure and customize ServiceNow Customer Service Management (CSM) and/or Public Sector Digital Services (PSDS) to support complex case management and constituent/customer service requirements. \n

• Design and implement case management workflows, including case intake, routing, assignment, task management, escalations, SLAs, approvals, communications, and case resolution. \n

• Configure and extend CSM/PSDS data models, including cases, accounts, contacts, households/organizations, services, service requests, interactions, and related records as applicable. \n

• Develop and configure digital intake and self-service experiences, including portals, forms, record producers, service requests, knowledge, and customer/constituent-facing capabilities. \n

• Build automated workflows using Flow Designer and IntegrationHub to orchestrate case processing and integrate ServiceNow with external enterprise systems. \n

• Develop and maintain REST/SOAP integrations, Scripted REST APIs, import sets, transform maps, scheduled integrations, and other interfaces between ServiceNow and external applications. \n

• Configure roles, groups, ACLs, data access controls, and security rules to support secure case management and separation of sensitive information. \n

• Support ServiceNow Workspace experiences, including Agent Workspace / Configurable Workspace and related CSM or PSDS user experiences. \n

• Develop reports, dashboards, notifications, and performance metrics supporting case management and operational visibility. \n

• Troubleshoot complex ServiceNow application, workflow, integration, data, and performance issues across development, test, and production environments. \n

• Participate in technical design sessions, code reviews, release planning, testing, deployment, and production support activities. \n

• Develop and maintain technical documentation, configuration documentation, integration specifications, and operational procedures. \n

• Collaborate with ServiceNow architects, business analysts, product owners, security teams, integration teams, and functional SMEs to translate business requirements into scalable technical solutions. \n

• Ensure ServiceNow solutions comply with applicable DoD security requirements, RMF, STIGs, NIST standards, and federal cybersecurity requirements. \n

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field. \n

• 7+ years of ServiceNow development and implementation experience, with strong hands-on platform development expertise. \n

• Strong hands-on experience with ServiceNow CSM and/or Public Sector Digital Services (PSDS). \n

• Strong understanding of case management processes, including intake, routing, assignment, workflow, SLAs, escalations, communications, and resolution. \n

• Strong ServiceNow development experience with JavaScript, Glide APIs, Business Rules, Client Scripts, Script Includes, UI Policies, ACLs, and server-side/client-side scripting. \n

• Hands-on experience with Flow Designer, IntegrationHub, REST/SOAP APIs, Scripted REST APIs, and enterprise integrations. \n

• Experience developing ServiceNow forms, tables, data models, workflows, notifications, catalog/service request functionality, and custom applications. \n

• Experience with ServiceNow Workspace / Configurable Workspace and modern ServiceNow user experiences. \n

• Experience with ServiceNow security, roles, groups, ACLs, and data access controls. \n

• Strong troubleshooting, debugging, and problem-solving skills across complex ServiceNow environments. \n

• Experience working through the full ServiceNow development lifecycle, including requirements, technical design, development, testing, deployment, and production support. \n

• Excellent communication and collaboration skills with both technical and functional stakeholders., n \n

• Direct hands-on experience implementing ServiceNow Public Sector Digital Services (PSDS). \n

• Advanced experience with ServiceNow Customer Service Management (CSM) and enterprise case management solutions. \n

• Experience implementing CSM/PSDS for federal, state, local, or defense customers. \n

• Experience with Agent Workspace / Configurable Workspace, portals, digital intake, knowledge management, and self-service capabilities. \n

• Experience integrating ServiceNow with enterprise systems using REST/SOAP APIs, IntegrationHub, MID Server, and other integration technologies. \n

• Experience with additional ServiceNow modules such as ITSM, ITOM, ITAM, HRSD, SPM, or App Engine. \n

• ServiceNow certifications such as Certified System Administrator (CSA), Certified Application Developer (CAD), CIS-CSM, or other relevant certifications. \n

• Experience with App Engine Studio, scoped applications, Automated Test Framework (ATF), source control, and ServiceNow DevOps practices. \n

• Familiarity with DoD STIGs, RMF, NIST, Section 508, and federal cybersecurity/compliance requirements. \n

• Previous experience supporting Department of Defense or other federal government programs. \n, Interested candidates with strong ServiceNow CSM and/or PSDS development experience who meet the U.S. Citizenship and Active DoD Security Clearance requirements are encouraged to apply immediately.

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• Support a high-visibility DoD ServiceNow modernization initiative. \n

• Work on a large-scale ServiceNow PSDS / CSM implementation supporting mission-critical business processes. \n

• Design and develop sophisticated case management, workflow, integration, and digital service capabilities. \n

• Work with experienced ServiceNow architects, developers, functional SMEs, and federal technology professionals. \n

• Competitive compensation, benefits, and long-term growth opportunities. \n

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