ServiceNow Developer

Pinnacle Government Solutions; Hampton (VA); On-site; USD 90,000 - 130,000; Full time

Job summary

Pinnacle Government Solutions in Hampton, VA, seeks a ServiceNow Developer to implement ITSM best practices, configure out-of-box ServiceNow features, and document gaps between baseline and full capabilities. The candidate will work with the Program Manager to tailor ITSM and operations management to customer needs.

Responsibilities include collaborating with team members, eliciting requirements, updating SOPs, building dashboards, and translating customer needs into scalable ServiceNow

Qualifications

• Active TS/SCI clearance is required.
• 6–9 years of experience with ITSM/ServiceNow.
• Experience with CMDB, integrations, and Service Portal.
• Experience with DoD networks (NIPR/SIPR/JWICS) is preferred.

Responsibilities

• Collaborate to develop quality ServiceNow solutions that are reusable and scalable.
• Configure ITSM modules and integrations per best practices.
• Update operational documentation and SOPs as needed.
• Create dashboards for metrics reporting and trend analysis.
• Develop design workbooks and ServiceNow Agile stories.
• Translate customer needs into useful ServiceNow configurations.

Skills

Strong communications

Requirements elicitation

Team collaboration

Education

High School Diploma with commensurate experience

Computer Science Degree

Tools

ServiceNow

CMDB

UI Builder

Service Portal

Integrations

Job description

The ideal candidate will recommend Information Technology Service Management (ITSM) best practices for implementation to the Program Manager; configure ServiceNow out-of-box functionality to meet our team’s Service Management and Operations Management requirements based on recommended Best Practices; Identify and document gaps between complete ServiceNow out-of-box capability and currently implemented baseline.

Producing top quality products for the customer is vital. Primary duties of ServiceNow Developer include, but are not limited to:

• Collaborate with all team members to develop quality solutions that are reusable and scalable.
• Serve in a cross functional capacity to elicit user requirements and stories work with the team to build our program’s configuration requirements for the ServiceNow ITSM modules and integrations as necessary and assigned
• Leverage ITSM knowledge and experience and assist with the updating of operational documentation, guidelines, standard operating procedures (SOPs) when necessary
• Utilize and/or create dashboards with ServiceNow to assist with metrics reporting and trend analysis
• Develop and maintain design workbooks, process documentation and ServiceNow Agile stories
• Apply process definition, improvement, and design methodologies to identify, analyze, and improve business processes to improve quality, increase efficiencies/productivity, and increase customer satisfaction
• Having a flexible work attitude and adjusting to customer IT restrictions pertaining to development and deployment of application systems
• Problem solving and good communication skills – support requires interaction with customers, system administrators, and other supporting teams
• Excellent interpersonal and organizational skills
• Ability to work in a team environment and collaborate
• Ability to work with the customer and translate the customer’s needs and wants into a useful product

Qualifications

High School with 6 - 9 years (or commensurate experience)

• Clearance Required: Active TS/SCI

Required Skills and Experience

• Strong written and verbal communications skills and the ability to clearly document and explain ITSM processes
• Working with CMDB and integration technologies
• Enhancing the user experience with Service Portal and UI Builder
• ServiceNow module management and modification

Preferred Skills and Experience

• Troubleshooting ServiceNow and other ITSM functionality issues
• Computer Science Degree
• Experience with DoD NIPR, SIPR and JWICS Networks
• Experience with DoD deployed communications
• Current ServiceNow Certified Application Developer certification
• Experience with Hardware Asset Management, Software Asset Management, and Enterprise Asset Management plug-ins