Senior ServiceNow ITMS Developer

CACI•O'fallon, IL

About The Position

CACI is seeking an experienced ServiceNow ITSM Senior Developer to lead the design, development, and implementation of IT Service Management solutions. The role requires deep technical expertise in ServiceNow platform development, a strong understanding of ITIL processes, and the ability to mentor junior developers while advancing strategic ITSM initiatives. The position is regular, full-time, requires a Secret clearance, and involves up to 10% travel within the continental United States. The developer provides technical leadership across ITSM solution architecture, development standards, platform optimization, integrations, and governance. The role also includes process automation, analytics and reporting, documentation, stakeholder engagement, and mentoring and coaching developers. The position supports customer missions and offers flexible time off, learning resources, competitive compensation, benefits, and learning and development opportunities.

Requirements

ServiceNow Certified System Administrator (CSA) certification is required.
10 or more years of experience with the ServiceNow platform.
Hands-on experience configuring ITSM modules.
Strong understanding of ServiceNow platform fundamentals.
Knowledge of ITSM applications, including Incident, Problem, Change, and Request Management.
Understanding of ITIL processes and best practices.
Experience with Service Catalog development and configuration.
Basic JavaScript knowledge for business rules and client scripts.
Knowledge of Flow Designer.
Understanding of SLA configuration and management.
Experience with notifications and email templates.
Knowledge of UI policies, data policies, and ACLs.
Understanding of REST/SOAP API integrations.
Familiarity with reporting and Performance Analytics where applicable.
Ability to meet the position's Secret clearance requirement.

Nice To Haves

ServiceNow Certified Implementation Specialist – ITSM certification.
ITIL 4 Foundation certification (listed as preferred).

Responsibilities

Lead the design and architecture of complex ITSM solutions.
Provide technical guidance and mentorship to junior and mid-level developers; establish development standards, best practices, and coding guidelines.
Review code and configurations for quality, performance, and maintainability; drive platform innovation and optimization.
Lead proof-of-concept initiatives, architect integrations, and participate in architecture review boards.
Design and develop complex ITSM applications and customizations, including Service Catalog offerings, scoped applications, business rules, script includes, UI actions, widgets, portals, virtual agents, mobile applications, and Flow Designer workflows.
Analyze and optimize ITSM processes and design end-to-end automation solutions.
Implement advanced SLA/OLA strategies, predictive intelligence and machine learning solutions, dynamic approval workflows, auto-remediation, self-healing capabilities, omnichannel support, and optimized notifications.
Design and implement enterprise integrations, including integrations with email, LDAP, SSO, CMDB, monitoring tools, ticketing systems, collaboration platforms, and external systems.
Develop REST and SOAP web services, middleware integrations, and ETL processes; implement real-time and batch patterns and ensure integration security and error handling.
Create ITSM reports, dashboards, Performance Analytics content when available, and executive service-delivery dashboards; support compliance and audit reporting and analyze trends.
Manage update sets and deployments; implement source control integration; configure instance security; optimize performance and scalability; conduct security reviews and vulnerability assessments; manage technical debt and platform health; lead upgrades and disaster recovery and backup strategies.
Create and maintain technical documentation, solution designs, knowledge-base content, architectural diagrams, process flows, API specifications, integration patterns, runbooks, and playbooks.
Conduct technical training and create video tutorials and enablement materials.
Lead requirements-gathering sessions, translate business requirements into technical solutions, present to executive leadership, communicate project status, and manage expectations.
Provide effort estimates and technical assessments; lead vendor and technology assessments; participate in client-facing discussions and demonstrations.
Mentor and coach developers, conduct code reviews, lead development-team ceremonies, and participate in hiring and interviews.