Senior ServiceNow Developer

This is a fully remote position, open to applicants in Virginia.

📋 Description

• Provide support for the configuration and testing of Now Assist for ITSM functionalities, such as incident summarization and resolution note generation, under the guidance of the Lead Developer.

• Assist with tasks related to generative AI prompt tuning and ensure that AI outputs meet client quality and compliance standards before being promoted to the environment.

• Aid in the setup of AI Search, configuration of document indexing, and implementation of Knowledge Base governance rules.

• Conduct user acceptance testing for AI-driven features and document results prior to production deployment.

• Develop and configure ITSM workflows, forms, UI Policies, Client Scripts, and notifications as instructed by the Lead Developer.

• Create and manage Flow Designer automations and service catalog items that align with client operational needs.

• Enforce CI linkage on Incident and Change records; assist with legacy data cleanup and field rationalization efforts.

• Accurately document all configuration changes in update sets, change records, and engagement tracking tools.

• Support CMDB data quality analysis, including identifying orphaned CIs, duplicate records, and misclassified assets.

• Assist in Discovery scope analysis and data ingestion reviews for third-party sources as directed.

• Contribute to the review of IRE reconciliation rules and help document current-state findings for planning and assessment artifacts.

• Execute unit and integration tests in lower environments according to established test plans; log defects, monitor remediation, and re-test fixes before controlled production deployment.

• Engage in sprint reviews, daily standups, and technical working sessions with the Lead Developer and client stakeholders.

• Maintain configuration documentation, including update set logs, test results, and environment-level change records throughout the engagement.

⛳️ Requirements

• Three to five years of practical experience in ServiceNow configuration and implementation.

• Strong working knowledge of ITSM modules, such as Incident, Problem, Change, Service Catalog, and Knowledge Management.

• Proficient in Flow Designer, Business Rules, Client Scripts, UI Policies, Update Sets, and basic GlideRecord scripting.

• Experience executing structured test plans, writing test cases, and documenting defects in multi-environment ServiceNow deployments.

• Familiarity with Now Assist, AI Search, or generative AI features in ServiceNow; a demonstrated commitment to developing hands-on expertise in the engagement.

• Understanding of CMDB structure, CI classes, and basic Discovery concepts.

• Experience working within Agile or structured delivery frameworks alongside a Lead Developer or Architect offering technical direction.

• Excellent written communication skills for crafting configuration documentation, test artifacts, and status reports.

• Comfortable collaborating with both technical and non-technical stakeholders in a regulated federal environment.

• Second CIS certification in a relevant domain (Customer Service Management, ITOM, or equivalent).

• Certified Application Developer (CAD).

• Experience with federal IT environments or compliance-driven ServiceNow implementations.

• Practical experience configuring or testing Now Assist features, including incident summarization or AI Search.

• Familiarity with CMDB data quality concepts, IRE configuration, or ServiceNow Discovery.

• Contributed to Integration Hub configurations or REST API-based integrations within ServiceNow.

• Performance Analytics or reporting experience, including dashboard configuration and indicator setup.

🏝️ Benefits

• Health insurance

• 401(k) matching

• Flexible work arrangements

• Professional development opportunities