ServiceNow ITSM Developer

Red River; Harrisburg (Dauphin County); On-site; USD 97,000 - 162,000; Full time

Job summary

Red River is seeking a highly experienced ServiceNow ITSM Developer to design, develop, and operate ITSM solutions. The role emphasizes ITSM capabilities, user-friendly experiences, and scalable implementations aligned to ITIL processes.

The candidate will collaborate with leadership and technical teams to advance a multi-year roadmap focused on service catalog, UX improvements, and operational maturity. The position requires hands-on development, incident support, testing oversight, and strong

Qualifications

• 7+ years of ServiceNow experience focused on ITSM modules.
• Active Secret Clearance required.
• Experience with ServiceNow Service Operations Workspace (SOW).
• Strong ITSM development experience and scripting knowledge.
• Experience supporting production environments and ITIL framework.

Responsibilities

• Design and maintain scalable, secure, and maintainable ServiceNow solutions with a focus on ITSM modules.
• Develop using Business Rules, Script Includes, Client Scripts, UI Policies, and Flow Designer.
• Configure core ITSM modules (Incident, Problem, Change, Request, Knowledge).
• Optimize Service Catalog items and workflows for usability and adoption.
• Collaborate with stakeholders to simplify workflows and improve user experience.
• Support incident triage, root cause analysis, and platform stability.
• Maintain development standards and governance alignment.
• Support integrations (e.g., SAP).
• Participate in testing, deployment, and support.
• Troubleshoot platform issues and provide resolutions.

Skills

ServiceNow ITSM

Active Secret Clearance

SOW (Service Operations Workspace)

ITIL knowledge

Scripting / Flow Designer

Production support

Job description

Salary Range: $96,923 USD to $161,504 USD

Description

At Red River Managed Services, we provide a welcoming and positive workplace where everyone feels valued and able to do their best work, fostering a one-team mentality. Our employees work together to foster wise decision-making that relies on data, experience, and collaboration. We seek self-motivated individuals who are open to an environment based on this teamwork and shared success.

Our team works directly with our clients to create innovative solutions, challenge the status quo, and deliver first in class solutions. Our client-centric culture works to anticipate needs with an urgency to resolve issues and build long-term client relationships.

We aim to expand our growing workforce with passionate individuals who are resilient in the face of uncertainty and possess a creative spirit, all while keeping the needs of our clients top of mind to foster individual and organizational success. Interested candidates must possess a desire for growth through continuous learning and feedback.

Ideal candidates will possess the following skills and come prepared to discuss how they have experienced each of these areas in previous roles:

• Collaboration — You bring a collaborative spirit to all interactions with others; you work to ensure everyone around you is welcomed and positioned to do their best work; you view every Red River colleague as a member of one team.
• Creativity — You welcome new ideas and listen with the intent to understand; you are passionate and persistent in pursuit of innovative solutions; you value “brainstorming” as an expression.
• Empathy — You take the time to understand both the needs of your clients and your team members; you anticipate client needs and address issues effectively; you work to make each client feel valued and understood; you foster loyalty and a long-term relationship.
• Integrity — You willingly receive and give feedback; you are open about what’s working and what needs to improve; you admit mistakes openly and share learnings widely.
• Judgment — You are intentional when making decisions, with an aim toward long-term solutions rather than quick fixes; you rely on data, training, and collaboration with others to inform your decisions.
• Purpose — You exhibit courage in searching for the truth; you are willing to risk personal failure to help, or challenge the status quo, in the pursuit of excellence.
• Resilience — You thrive in rapidly changing circumstances; you adapt to change; you know when to include or elevate to others; you embrace a hard challenge.
• Selflessness — You are considerate when searching for new and different ideas; you seek what’s best for the team and organization; you discern how your actions could affect others; you seek to make those around you successful.

We are seeking a highly experienced ServiceNow ITSM Developer to support the design, development, and operational excellence of the organization’s ServiceNow platform, with a strong emphasis on IT Service Management (ITSM) capabilities.

This role is critical to ensuring the platform effectively enables ITIL-aligned processes through intuitive, user-friendly solutions that drive adoption and operational efficiency. While governance and process design are well established, this position focuses on translating those processes into scalable, low-friction experiences within ServiceNow.

This position serves as a hybrid solution-oriented and hands‑on technical role, combining solution design with active development, incident support, testing oversight, and stakeholder collaboration. The ServiceNow ITSM Developer will work closely with ServiceNow leadership, technical teams, and business partners to evolve the platform in alignment with both near‑term operational needs and long‑term strategic goals.

The role supports a multi‑year roadmap of enhancements, including service catalog expansion, user experience improvements, and continuous maturity efforts aligned to a Level 3 capability target.

Key Responsibilities

• Design and maintain scalable, secure, and maintainable ServiceNow solutions with a focus on ITSM modules
• Develop using Business Rules, Script Includes, Client Scripts, UI Policies, and Flow Designer
• Configure core ITSM modules (Incident, Problem, Change, Request, Knowledge)
• Optimize Service Catalog items and workflows for usability and adoption
• Collaborate with stakeholders to simplify workflows and improve user experience
• Support incident triage, root cause analysis, and platform stability
• Maintain development standards and governance alignment
• Support integrations (e.g., SAP)
• Participate in testing, deployment, and support
• Troubleshoot platform issues and provide resolutions

Qualifications

Required:

• 7+ years of ServiceNow experience focused on ITSM Modules
• ACTIVE Secret Clearance
• Experience with ServiceNow Service Operations Workspace (SOW)
• Strong development experience with ITSM modules and scripting
• Experience supporting production environments
• Strong understanding of ServiceNow architecture and ITIL

Required ITSM Experience

• Incident Management (including Major Incident Management)
• Request Management
• Problem Managementent? Actually we must correct:
• Problem Management
• Change Management/Change Enablement
• Knowledge Management
• Service Catalog

Secondary Experience

• Hardware Asset Management
• CMDB / Configuration Management
• Service Operations Workspace (Next Experience UI / SOW)
• Incident Communications / Major Incident tooling
• On-call scheduling
• Notifications & event-driven automation
• Outage management

Preferred

• ServiceNow CSA or Implementation certifications
• ITIL 4 Foundation
• Experience with HAM, CMDB, and integrations
• Experience in complex environments and Agile delivery

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.