SERVICENOW DEVELOPER (IT CUSTOMER SUPPORT SERVICES)

G2IT; Quantico (VA); Remote; USD 100,000 - 125,000; Full time

Job summary

G2IT is seeking a ServiceNow Developer to lead application development on the enterprise ITSM platform for a Department of War agency. The role involves designing, building, testing, and maintaining custom apps, modules, workflows, and a Service Catalog, with emphasis on compliant, well-tested code and stakeholder demonstrations.

Remote role with travel up to 10%. You will collaborate with UX, Automation, Data/BI, and Knowledge Management teams, mentor junior developers, and support Agile

Qualifications

• Bachelor's degree and 10+ years software development experience (Master's degree with 8+ years acceptable).
• Must be a U.S. Citizen with Active Secret Clearance.
• At least 5 years developing on ServiceNow or similar ITSM platform.
• Experience integrating ITSM with external systems via REST/SOAP APIs and LDAP/AD.
• Experience delivering in Agile with sprint demos, UAT, and stakeholder acceptance.
• Experience applying secure coding standards and Federal security requirements.

Responsibilities

• Design, develop, test, and maintain ServiceNow applications, modules, and workflows.
• Implement and sustain the enterprise ticket lifecycle workflows across incident and request management.
• Develop and maintain a Service Catalog and CMDB data quality.
• Lead sprint planning, QA, demonstrations, and obtain stakeholder acceptance before closing tasks.
• Follow security standards (NIST SSDF) and deploy compliant update sets/packages.
• Collaborate with UX, Automation, Data/BI, and Knowledge Management teams to improve CX and deflection.

Skills

ServiceNow dev

Agile

Security

Stakeholder comms

Mentoring

Education

Bachelor's degree

Master's degree substitution

Tools

ServiceNow

Power BI

LDAP/AD

REST/SOAP APIs

Job description

SERVICENOW DEVELOPER (IT CUSTOMER SUPPORT SERVICES)

SERVICENOW DEVELOPER (IT CUSTOMER SUPPORT SERVICES)

Description

G2IT is seeking a ServiceNow Developer to lead application development on the enterprise IT Service Management platform (e.g., ServiceNow) for a Department of War agency supported by an enterprise IT Customer Support Services program. The developer designs, builds, tests, and maintains custom applications, modules, workflows, the Service Catalog, and CMDB integrations that automate processes and improve the customer experience, delivering against a Government-prioritized backlog in an Agile framework. Because administrative rights and production deployment are controlled by a separate Government platform owner, success depends on delivering compliant, well-tested code and configuration packages and on demonstrating completed work to stakeholders for formal acceptance. The role also implements the ticket workflows at the heart of the program, including the Customer-Confirmed Ticket Closure process. You will independently analyze situations, determine the appropriate course of action, and exercise discretion and independent judgment on matters of significance to the program and its customers.

THIS IS A REMOTE ROLE AND UP TO 10% OF TRAVEL INVOLVED.

JOB DUTIES:

• Design, develop, test, and maintain custom applications, modules, and workflows on the ITSM platform (e.g., ServiceNow), including forms, business rules, client scripts, UI policies, script includes, Flow Designer flows, scripted REST APIs, and integrations, in accordance with the Government-prioritized backlog.
• Implement and sustain the enterprise ticket lifecycle workflows, including the Customer-Confirmed Ticket Closure process ("Resolved - Awaiting Customer Confirmation" status, automated notifications, Confirm and Close / Reopen actions, and automatic closure after three business days) across incident and request management for all tiers.
• Develop and maintain a user-friendly Service Catalog with automated request fulfillment workflows, and support the accuracy and integrity of the Configuration Management Database (CMDB) through discovery, integrations, and data quality rules as directed.
• Lead sprint-level development: refine and estimate backlog items, mutually agree sprint scope with the Government, conduct internal quality assurance, deliver the Demonstration of Completed Work, support UAT, and obtain documented stakeholder acceptance before closing development tasks.
• Adhere to platform development best practices, secure coding standards, NIST SP 800-218 SSDF practices, and Federal security guidelines; perform code reviews; and deliver compliant update sets/application packages to the Government platform owner for deployment.
• Participate in the Government's Problem, Change, and Release Management processes for all platform modifications, including impact analysis, test evidence, release notes, and rollback plans.
• Collaborate with the UX Designer, Automation Engineer, Data/BI Developer, and Knowledge Management team on Service Portal, Virtual Agent, Performance Analytics, and dashboard integrations that improve Tier 0 deflection and user experience.
• Mentor journeyman developers and testers, maintain technical design documentation and development standards, and provide development status and automation recommendations to the Monthly Customer Support Activity Report and CX Roadmap.

Qualifications

REQUIREMENTS:

• Bachelor's degree and a minimum of 10 years of related experience (a Master's degree with 8 years of related experience, or an additional 4 years of related experience in lieu of a degree, may be substituted).
• Must be a U.S. Citizen.
• Must have an Active Secret Clearance (favorably adjudicated T3/T3R) to start.
• Demonstrated ability to work independently, analyze problems, determine the appropriate course of action, and exercise discretion and independent judgment with limited day-to-day supervision.
• Minimum of 10 years of software development experience, including at least 5 years developing on ServiceNow or an equivalent enterprise ITSM platform.
• Experience integrating the ITSM platform with external systems via REST/SOAP APIs, LDAP/Active Directory, and event/monitoring sources.
• Experience delivering in an Agile framework with sprint demonstrations, UAT, and formal stakeholder acceptance, including working within a platform-owner-controlled deployment model.
• Experience applying secure coding standards and Federal security requirements to application development.
• Experience leading or mentoring developers and producing technical design documentation.
• Strong communication skills, including demonstrating solutions to Government stakeholders.

DESIRED SKILLS:

• ServiceNow Certified Application Developer, Certified System Administrator, and Certified Implementation Specialist (ITSM, CSM, or Discovery); ITIL 4 Foundation.
• Experience with ServiceNow Virtual Agent, Predictive Intelligence, Performance Analytics, and Now Assist in a Government (GCC/IL5) instance.
• Experience supporting Department of War (DoW), DoD, or Intelligence Community IT environments.
• Familiarity with customer experience (CX) measurement, including CSAT, Customer Effort Score (CES), and experience level agreements (XLAs).
• Experience with Power BI integration and ISO/IEC 20000-1 aligned process design.
• CompTIA Security+ CE or CSSLP certification.

Annual Salary $100,000k-125,000k, depending on experience

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in G2IT’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.