ServiceNow ITSM Developer

Red River; Richmond (VA); Hybrid; USD 100,000 - 130,000; Full time

Benefits offered by this job

Competitive salary

Excellent benefits

Exceptional work environment

Job summary

Red River is seeking a highly experienced ServiceNow ITSM Developer in Richmond, Virginia. This role is pivotal in supporting the design and development of the organization's ServiceNow platform with a strong IT Service Management (ITSM) focus. Ideal candidates will have over 7 years of ServiceNow experience and an ACTIVE Secret Clearance, contributing to service catalog expansions and user experience improvements.

The position combines technical expertise with solution design, collaboration, and development, ensuring ITIL-aligned processes are effectively translated into scalable solutions.

Qualifications

• 7+ years of ServiceNow experience focused on ITSM Modules.
• ACTIVE Secret Clearance.
• Strong development experience with ITSM modules and scripting.
• Experience supporting production environments.
• Strong understanding of ServiceNow architecture and ITIL.

Responsibilities

• Design and maintain scalable ServiceNow solutions focusing on ITSM modules.
• Develop using Business Rules, Script Includes, Client Scripts, 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.
• Support incident triage and platform stability.
• Maintain development standards and governance alignment.
• Troubleshoot platform issues and provide resolutions.

Skills

Collaboration

Creativity

Empathy

Integrity

Judgment

Purpose

Resilience

Selflessness

Job description

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.

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.

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
• 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 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

Basic Qualifications

• U.S. Citizenship Required

Red River offers a competitive salary, excellent benefits and an exceptional work environment. You can review our benefit offerings here.

EOE M/F/DISABLED/Vet

Red River is an equal opportunity employer. All qualified applicants will receive consideration for employment. Discrimination or harassment based upon any protected characteristics as defined by state or federal law is wholly inconsistent with our company values and will not be tolerated.

In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact [e-mail]. Please note: This contact channel is reserved for use by individuals with disabilities who require special accommodations in order to submit an expression of interest in a position within Red River.