ServiceNow Engineer

Elevate Technology Solutions; Bedford (MA); Hybrid; USD 110,000 - 150,000; Full time

Job summary

Elevate Technology Solutions seeks an experienced ServiceNow Engineer to support the USAF ACSS program. The role centers on hands-on development, ITSM/CSM, and workflow automation within ServiceNow, including catalogs, record producers, and dashboards.

The position offers a hybrid work arrangement with occasional onsite support at government facilities. Candidates near Hanscom AFB or Gunter AFB are preferred, and U.S. citizenship with DoD Secret clearance is required.

Qualifications

• Bachelor's degree with 4+ years of relevant experience, or Master's with 2+ years, or equivalent experience.
• US citizenship and an active DoD Secret security clearance.
• CompTIA Security+ or equivalent DoD IAT Level II certification.
• ServiceNow Certified System Administrator (CSA) certification.
• Experience implementing, configuring, and supporting ServiceNow environments.
• Hands-on experience with ServiceNow scripting, workflows, service catalogs, and platform customization.
• Familiarity with ITSM and CSM processes and enterprise service management.
• Understanding of DevSecOps principles and Agile methodologies.
• Strong analytical, troubleshooting, technical documentation, and problem-solving skills.
• Excellent communication, customer service, and stakeholder engagement abilities.

Responsibilities

• Develop, maintain, and optimize ServiceNow Service Catalog items, record producers, and complex order guides using Flow Designer.
• Configure and maintain Business Rules, Client Scripts, UI Policies, UI Actions, and Data Policies.
• Design and implement CSM workflows, including PAD and customer-facing Playbooks.
• Customize and support ServiceNow Configurable Workspaces for ITSM agents and CSM representatives.
• Administer user roles, group memberships, and ACLs for data security.
• Maintain platform forms, views, fields, notifications, and configurations.
• Develop standard reports, dashboards, and automated scheduled reporting.
• Perform unit testing in development/test environments and participate in peer code reviews.
• Collaborate with government stakeholders and teams to gather requirements and deliver enhancements.
• Support ServiceNow implementations, integrations, troubleshooting, and platform improvements.
• Maintain technical documentation and support Agile practices like Scrum and Kanban.

Skills

ServiceNow

ITSM

CSM

Flow Designer

Scripting

Agile

Scrum

Kanban

Education

Bachelor's degree

Master's degree

Tools

ServiceNow CSA

ServiceNow CAD

CIS-CSM

Job description

** Must be a US Citizen and obtain or be able to obtain a DoD Secret security clearance. **

Position Overview

Elevate Technology Solutions is seeking an experienced ServiceNow Engineer to support the U.S. Air Force Cloud One Architecture and Common Shared Services (ACSS) program. This opportunity supports one of the Department of Defense's largest multi-cloud environments, focused on modernizing enterprise cloud services, improving operational efficiency, and strengthening mission resiliency and security.

The ideal candidate will bring hands-on ServiceNow development and configuration experience, with particular expertise in IT Service Management (ITSM), Customer Service Management (CSM), workflow automation, service catalog development, and enterprise platform administration.

This position offers a hybrid work arrangement, with occasional onsite support required at government facilities. Candidates located near Hanscom AFB or Gunter AFB are preferred.

Key Responsibilities

• Develop, maintain, and optimize ServiceNow Service Catalog items, record producers, and complex order guides using Flow Designer.
• Configure and maintain Business Rules, Client Scripts, UI Policies, UI Actions, and Data Policies.
• Design and implement Customer Service Management (CSM) workflows, including Process Automation Designer (PAD) and customer-facing Playbooks.
• Customize and support ServiceNow Configurable Workspaces for ITSM agents and CSM customer service representatives.
• Administer user roles, group memberships, and Access Control Lists (ACLs) to ensure appropriate access and data security.
• Maintain and enhance platform forms, views, fields, notifications, and other configurations based on evolving business requirements.
• Develop standard reports, interactive dashboards, and automated scheduled reporting.
• Perform unit testing in development and test environments and participate in peer code reviews before production deployments.
• Collaborate with government stakeholders, technical teams, and business users to gather requirements and deliver ServiceNow enhancements.
• Support ServiceNow implementations, integrations, troubleshooting, and ongoing platform improvements.
• Maintain technical documentation and support Agile development practices, including Scrum and Kanban.

Required Qualifications

• Bachelor's degree with 4+ years of relevant experience, or Master's degree with 2+ years of relevant experience. Additional experience may be accepted in lieu of a degree.
• U.S. citizenship and an active DoD Secret security clearance.
• CompTIA Security+ or equivalent DoD IAT Level II certification.
• ServiceNow Certified System Administrator (CSA) certification.
• Experience implementing, configuring, and supporting ServiceNow environments.
• Hands-on experience with ServiceNow scripting, workflows, service catalogs, and platform customization.
• Familiarity with ITSM and CSM processes and enterprise service management practices.
• Understanding of DevSecOps principles and Agile methodologies.
• Strong analytical, troubleshooting, technical documentation, and problem-solving skills.
• Excellent communication, customer service, and stakeholder engagement abilities.
• Ability to work independently and collaboratively in a fast-paced, mission-driven environment.

Preferred Qualifications

• Experience supporting the U.S. Air Force Cloud One or Platform One programs.
• ServiceNow Certified Application Developer (CAD).
• ServiceNow Certified Implementation Specialist – IT Service Management (CIS-ITSM).
• ServiceNow Certified Implementation Specialist – Customer Service Management (CIS-CSM).
• Experience supporting ServiceNow platforms in secure federal or DoD cloud environments.
• Familiarity with enterprise cloud infrastructure, platform integrations, and security compliance requirements.

About Elevate Technology Solutions

Elevate supports mission-critical federal programs and provides opportunities for professionals to contribute to complex technology modernization initiatives.

Elevate Technology Solutions is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all qualified applicants.