ServiceNow Developer CSM/PSDS

Gyanni Inc.; Washington (District of Columbia); Remote; USD 130,000 - 170,000; Full time

Job summary

Gyanni Inc. is seeking an experienced Senior ServiceNow Developer specializing in CSM and Public Sector Digital Services (PSDS) to support a DoD DoD customer in a Washington, DC area project.

The role focuses on hands-on development, case management workflows, integrations, and secure workspace experiences within a federal environment. The ideal candidate will design and implement enterprise applications, configure CSM/PSDS data models, and build digital intake, self-service, and agent workspace

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• 7+ years of ServiceNow development and implementation experience with hands-on platform development.
• Strong hands-on experience with ServiceNow CSM and/or PSDS operations.
• Solid understanding of case management processes including intake, routing, and SLAs.
• Experience with Flow Designer, IntegrationHub, REST/SOAP APIs, and enterprise integrations.
• Experience developing forms, tables, data models, workflows, and workspace configurations.

Responsibilities

• Design, develop, configure, test, and deploy ServiceNow solutions (CSM/PSDS) on the platform.
• Configure CSM/PSDS to support complex case management and constituent/customer service needs.
• Design and implement case management workflows, including intake, routing, assignments, escalations, and SLAs.
• Develop and maintain data models (cases, accounts, contacts, organizations) and related records.
• Build digital intake and self-service experiences (portals, forms, knowledge, service requests).
• Create REST/SOAP integrations and scripted APIs, and manage integrations with external systems.
• Implement roles, ACLs, and data access controls for secure case management.
• Support Workspace experiences and dashboards for operational visibility.

Skills

ServiceNow development

CSM

PSDS

Case management

Security clearance (DoD)

Team collaboration

DoD/federal environment

Education

Bachelor's degree in Computer Science or related field

Tools

Flow Designer

IntegrationHub

REST APIs

SOAP APIs

MID Server

Job description

Senior ServiceNow Developer – CSM / PSDS (Remote)

Location: Washington, DC (Federal / DoD Environment)

Security Clearance: Active DoD Security Clearance Required

Employment Type: Full-Time / Contract

About the Opportunity

We are seeking an experienced Senior ServiceNow Developer – Customer Service Management (CSM) / Public Sector Digital Services (PSDS) to support a mission-critical ServiceNow implementation for a Department of Defense (DoD) customer in the Washington, DC area.

The program is implementing ServiceNow Public Sector Digital Services (PSDS). Because PSDS is built on core ServiceNow platform and CSM capabilities, candidates with strong hands-on ServiceNow CSM experience are encouraged to apply even if they have limited direct PSDS experience.

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.

Key Responsibilities

• 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.
• 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.
• Design and implement case management workflows, including case intake, routing, assignment, task management, escalations, SLAs, approvals, communications, and case resolution.
• Configure and extend CSM/PSDS data models, including cases, accounts, contacts, households/organizations, services, service requests, interactions, and related records as applicable.
• Develop and configure digital intake and self-service experiences, including portals, forms, record producers, service requests, knowledge, and customer/constituent-facing capabilities.
• Build automated workflows using Flow Designer and IntegrationHub to orchestrate case processing and integrate ServiceNow with external enterprise systems.
• Develop and maintain REST/SOAP integrations, Scripted REST APIs, import sets, transform maps, scheduled integrations, and other interfaces between ServiceNow and external applications.
• Configure roles, groups, ACLs, data access controls, and security rules to support secure case management and separation of sensitive information.
• Support ServiceNow Workspace experiences, including Agent Workspace / Configurable Workspace and related CSM or PSDS user experiences.
• Develop reports, dashboards, notifications, and performance metrics supporting case management and operational visibility.
• Troubleshoot complex ServiceNow application, workflow, integration, data, and performance issues across development, test, and production environments.
• Participate in technical design sessions, code reviews, release planning, testing, deployment, and production support activities.
• Develop and maintain technical documentation, configuration documentation, integration specifications, and operational procedures.
• Collaborate with ServiceNow architects, business analysts, product owners, security teams, integration teams, and functional SMEs to translate business requirements into scalable technical solutions.
• Ensure ServiceNow solutions comply with applicable DoD security requirements, RMF, STIGs, NIST standards, and federal cybersecurity requirements.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• 7+ years of ServiceNow development and implementation experience, with strong hands-on platform development expertise.
• Strong hands-on experience with ServiceNow CSM and/or Public Sector Digital Services (PSDS).
• Strong understanding of case management processes, including intake, routing, assignment, workflow, SLAs, escalations, communications, and resolution.
• Hands-on experience with Flow Designer, IntegrationHub, REST/SOAP APIs, Scripted REST APIs, and enterprise integrations.
• Experience developing ServiceNow forms, tables, data models, workflows, notifications, catalog/service request functionality, and custom applications.
• Experience with ServiceNow Workspace / Configurable Workspace and modern ServiceNow user experiences.
• Experience with ServiceNow security, roles, groups, ACLs, and data access controls.
• Strong troubleshooting, debugging, and problem‑solving skills across complex ServiceNow environments.
• Experience working through the full ServiceNow development lifecycle, including requirements, technical design, development, testing, deployment, and production support.
• Excellent communication and collaboration skills with both technical and functional stakeholders.

Mandatory Requirements

• Active DoD Security Clearance required.
• Strong hands‑on ServiceNow development experience.
• Experience with ServiceNow CSM and/or PSDS.
• Ability to work in a secure federal government environment.

Preferred Qualifications

• Direct hands-on experience implementing ServiceNow Public Sector Digital Services (PSDS).
• Advanced experience with ServiceNow Customer Service Management (CSM) and enterprise case management solutions.
• Experience implementing CSM/PSDS for federal, state, local, or defense customers.
• Experience with Agent Workspace / Configurable Workspace, portals, digital intake, knowledge management, and self-service capabilities.
• Experience integrating ServiceNow with enterprise systems using REST/SOAP APIs, IntegrationHub, MID Server, and other integration technologies.
• Experience with additional ServiceNow modules such as ITSM, ITOM, ITAM, HRSD, SPM, or App Engine.
• ServiceNow certifications such as Certified System Administrator (CSA), Certified Application Developer (CAD), CIS-CSM, or other relevant certifications.
• Experience with App Engine Studio, scoped applications, Automated Test Framework (ATF), source control, and ServiceNow DevOps practices.
• Familiarity with DoD STIGs, RMF, NIST, Section 508, and federal cybersecurity/compliance requirements.
• Previous experience supporting Department of Defense or other federal government programs.

Why Join Us?

• Support a high-visibility DoD ServiceNow modernization initiative.
• Work on a large-scale ServiceNow PSDS / CSM implementation supporting mission-critical business processes.
• Design and develop sophisticated case management, workflow, integration, and digital service capabilities.
• Work with experienced ServiceNow architects, developers, functional SMEs, and federal technology professionals.
• Competitive compensation, benefits, and long-term growth opportunities.

Seniority Level

Mid-Senior level

Employment Type

Contract

Suggested LinkedIn Skills

• ServiceNow
• ServiceNow Customer Service Management (CSM)