ServiceNow Developer

SkyePoint Decisions•Laurel, MD

5d•Onsite

About The Position

SkyePoint Decisions is seeking an experienced ServiceNow Developer with ITSM REST API experience to design and implement the bidirectional ServiceNow integration within a Power Automate and Azure OpenAI environment. Unlike a traditional ITSM integration that only creates tickets, this role must implement a complete ticket lifecycle integration: searching for existing remediation tickets based on email content, retrieving ticket context for AI enrichment, and updating tickets with correspondence and resolution guidance. The developer will also configure custom fields, work note schemas, and assignment routing to support the analyst workflow. This position is based on-site at the Beltsville, MD office, with occasional travel to the Washington, DC office.

Requirements

3+ years of experience developing ServiceNow integrations using the ITSM REST API (Table API, GlideRecord, or equivalent)
Demonstrated experience with ServiceNow incident record search, read, update, and work note operations via REST API
Experience configuring custom fields, form layouts, and business rules on ServiceNow Incident tables
Experience with Power Automate or similar workflow tools as the calling system for ServiceNow API operations
Experience with ServiceNow ITSM in a federal government or highly regulated environment
Active Top Secret security clearance OR ability to obtain TS within program timeline (interim clearance accepted to start).
US Citizenship is required.

Nice To Haves

Active Top Secret clearance.
ServiceNow Certified System Administrator (CSA) or Certified Application Developer (CAD) certification.
Experience with ServiceNow Security Operations (SecOps / SIR) module in addition to ITSM.
Experience integrating ServiceNow with AI or ML platforms for ticket enrichment.
Familiarity with vulnerability management workflows (Qualys or Tenable integration with SNOW).
Experience supporting DoD, or federal civilian agency ITSM environments.
Experience with ServiceNow GovCloud instance configuration.

Responsibilities

Implement ServiceNow ITSM REST API integration from Power Automate: ticket search by CVE identifier, asset name, post/location, and username extracted from inbound emails.
Design and implement ticket lookup logic that handles partial matches, multiple open tickets for the same user, and cases where no matching ticket is found (triggering the ask-the-user conversational flow).
Build the ticket context retrieval workflow: given a matched ticket, extract vulnerability description, CVE identifier, affected asset, assigned group, current status, prior work notes, and scan finding details for injection into the AI prompt context.
Implement the ticket update workflow: append inbound email content, AI-generated guidance, analyst name, response timestamp, and case ID (AAA-YYYY-NNNN) as a structured work note on the SNOW ticket.
Implement thread tracking: subsequent emails in the same thread are matched to the same SNOW ticket and appended as additional work notes, maintaining a complete correspondence record.
Configure custom fields on the SNOW Incident table to support the AI integration: AI_Case_ID, AI_Confidence_Score, AI_Response_Category, Analyst_Validator.
Configure assignment group routing and SLA rules appropriate to the vulnerability remediation workflow.
Work with the Power Platform Developer to design the ask-the-user fallback flow when automatic ticket matching fails.
Provide API credential provisioning guidance to the SNOW team to establish secure service account access.
Produce ServiceNow integration documentation and support handoff to steady-state operations.

Benefits

certification incentive program
PTO
floating federal holiday options
several insurance options including HMO and High Deductible plans with Health Savings Accounts [HSAs]
Flex Spending Accounts [FSAs]
Full Dental Plans
Vision
ST/LT Disability
Life Insurance
401k matched