ServiceNow Platform Developer

Accountabilities:

As a ServiceNow Platform Developer, you will translate approved business and technical requirements into scalable platform solutions while supporting continuous improvement across workflows, integrations, and user-facing services. Your responsibilities will include:

• Review Change Management processes and governance, recommending improvements based on risk, impact, urgency, and organizational requirements.

• Configure approved workflows, approvals, and standard or routine change options for applicable FISMA systems, ensuring changes are tested and documented.

• Develop administrator and system-owner training guides, quick reference materials, and supporting documentation for Change Management processes.

• Lead the migration from Service Portal to Employee Center, covering service taxonomy, content delivery, service catalogs, catalog items, reusable flows, and widgets.

• Configure mobile capabilities and improve platform usability and accessibility in accordance with applicable Section 508 requirements.

• Collaborate with stakeholders to establish baseline and target measures for customer experience and Employee Center effectiveness.

• Develop and maintain business rules, client scripts, UI policies, UI actions, access controls, workflows, Flow Designer flows, scoped applications, and integrations using ServiceNow best practices.

• Convert approved requirements into technical stories and maintainable configurations, prioritizing standard platform capabilities and reusable components.

• Assess technical impacts, dependencies, security considerations, and potential consequences for existing platform operations.

• Support the Data Architect with ITOM Discovery, Service Mapping, CMDB, and CSDM activities, including related configurations, workflows, integrations, and operational support.

• Review development changes for their impact on configuration items, service relationships, data quality, and ongoing platform performance.

• Develop and execute automated and functional tests, coordinate user acceptance testing (UAT), resolve defects, and prepare test evidence for FEMA acceptance.

• Troubleshoot platform issues, conduct peer reviews, and support approved releases, enhancements, and ongoing operations.

• Produce as-built documentation, configuration records, technical procedures, release materials, training guides, and quick reference cards.

• Deliver technical demonstrations, user and administrator training, and structured knowledge transfer to support adoption and operational continuity.

• Communicate delivery progress, technical risks, dependencies, and implementation challenges to the project team and relevant stakeholders.

Requirements:

The ideal candidate brings substantial hands-on ServiceNow development experience, strong technical problem-solving skills, and the ability to collaborate effectively in a complex enterprise environment. You should be comfortable managing the full development lifecycle, from requirements analysis and configuration through testing, deployment, documentation, and stakeholder training. The key qualifications include:

• A bachelor's degree in Computer Science, Information Technology, Information Systems, Business Administration, or a related field, or equivalent relevant experience.

• At least five years of hands-on ServiceNow development experience, including delivery in complex enterprise environments.

• Demonstrated experience configuring ITSM Change Management workflows, approvals, business rules, and governance controls.

• Practical experience with Service Portal and Employee Center, including service catalogs, catalog items, custom widgets, reusable flows, and user experience improvements.

• Proficiency in JavaScript, Glide APIs, Flow Designer, IntegrationHub, business rules, UI policies, UI actions, access controls, and scoped applications.

• Working knowledge of ITOM Discovery, Service Mapping, CMDB, and CSDM, including data quality, service relationships, and integration impacts.

• Experience translating business requirements into technical solutions, conducting testing and UAT support, troubleshooting issues, and managing releases.

• Strong written and verbal communication skills, including technical documentation, stakeholder workshops, demonstrations, training, and knowledge transfer.

• ServiceNow Certified System Administrator (CSA) certification.

• ServiceNow Certified Application Developer (CAD) certification.

• Ability to obtain a Department of Homeland Security (DHS) Moderate Background Investigation (MBI).

• U.S. citizenship is required.

The following qualifications are preferred:

• Previous ServiceNow delivery experience supporting FEMA, DHS, or other federal programs.

• Experience leading a Service Portal-to-Employee Center migration and implementing Section 508 accessibility requirements.

• ServiceNow Certified Implementation Specialist credentials relevant to ITSM or ITOM, ITIL certification, or relevant ServiceNow micro-certifications.

• Experience with Automated Test Framework (ATF), Agile delivery, technical leadership, code reviews, and platform governance.

• A demonstrated ability to reduce unnecessary customization and promote maintainable, standard platform solutions.

• Experience enhancing scoped applications and implementing bidirectional enterprise integrations.

Benefits:

• Work location: Arlington, Virginia, with the position listed as remote.

• Mission-driven work: Contribute to federal technology initiatives that support platform modernization and operational effectiveness.

• Technical ownership: Lead important ServiceNow development, configuration, migration, and platform improvement activities.

• Professional collaboration: Work with platform specialists, architects, delivery teams, and customer stakeholders.

• Knowledge sharing: Opportunities to contribute through technical demonstrations, documentation, training, and knowledge transfer.

• Equal opportunity: A commitment to providing fair employment opportunities and reasonable accommodations to qualified individuals.