ServiceNow ITSM Developer

CACI•Scott AFB, IL

About The Position

Join CACI as a ServiceNow ITSM Developer to design, implement, and optimize IT Service Management solutions across the ServiceNow platform. The role focuses on improving service delivery, streamlining processes, and creating intuitive user experiences. The developer configures and maintains ITSM applications, builds catalog and automation workflows, supports knowledge management, develops reports and dashboards, and provides production support. The role also collaborates with process owners and business, infrastructure, and development teams to gather requirements, implement ITIL practices, and deliver integrations and operational knowledge transfer.

Requirements

ServiceNow Certified System Administrator (CSA) certification.
ServiceNow Certified Implementation Specialist – ITSM certification or equivalent hands-on experience.
Strong understanding of ServiceNow fundamentals and ITSM applications.
Familiarity with ITIL processes.
Experience with Service Catalog development and Flow Designer.
Basic JavaScript for business rules and client scripts.
Knowledge of SLA management, notifications, UI/data policies, and ACLs.
Understanding of REST/SOAP integrations.
Experience with reporting and dashboards.
1–3 years of ServiceNow platform experience.
Hands-on configuration of ITSM modules.
Experience developing Service Catalog workflows and automation.
Understanding of IT service delivery and support models.
Exposure to scripting within ServiceNow.
Bachelor’s degree or equivalent experience.
Active Secret Clearance.
Strong problem-solving and analytical abilities.
Clear communication with technical and non-technical audiences.
Customer-service mindset and attention to user experience.
Ability to translate requirements into scalable solutions.
Collaborative team player with a process-improvement mindset.

Nice To Haves

Additional ServiceNow certifications, such as CAD or advanced ITSM certifications.
Experience with Virtual Agent, chatbot development, and IntegrationHub.
Experience with ServiceNow Mobile apps.
Familiarity with accessibility and UI/UX best practices.
Advanced scripting experience, including GlideRecord and GlideAjax.

Responsibilities

Configure and maintain core ITSM modules, including Incident, Problem, Change, Request, and Knowledge Management.
Develop and customize workflows, business rules, UI policies, and notifications.
Create and maintain Service Catalog items, record producers, and order guides.
Configure SLAs, assignment rules, routing, escalation logic, user groups, and role-based access.
Integrate ITSM applications with internal systems and third-party tools.
Design Service Catalog items and fulfillment workflows; configure variables, variable sets, UI policies, approvals, client scripts, categories, and user criteria.
Enhance self-service capabilities and connect catalog items to backend systems.
Automate workflows with Flow Designer and business rules, including approval flows, auto-assignment, workload distribution, reminders, and auto-closure rules.
Create scheduled jobs and system integrations as needed.
Configure and maintain Knowledge Management structures, workflows, and approvals; support Knowledge-Centered Service practices.
Create knowledge templates and articles, analytics configurations, and feedback mechanisms.
Develop reports, dashboards, ITSM performance metrics, executive dashboards, and compliance reporting; analyze trends and recommend improvements.
Troubleshoot and resolve ITSM application issues, provide production support, and participate in upgrades, patches, and testing.
Document configurations, designs, and procedures; train end users and support teams on new functionality.
Partner with process owners to implement ITIL best practices and work with business stakeholders to gather and refine requirements.
Collaborate with infrastructure and development teams on integrations, participate in CAB meetings and Agile ceremonies, and provide knowledge transfer to operational teams.