ServiceNow ITSM Developer

CACI International • 999 REMOTE, IL

1d • $75,200 - $158,100

About The Position

Join CACI as a ServiceNow ITSM Developer to shape and enhance IT Service Management capabilities. The role designs, implements, and optimizes ITSM solutions across the ServiceNow platform to improve service delivery, streamline processes, and create intuitive user experiences. The developer works with process owners, business stakeholders, infrastructure and development teams, and operational teams to deliver scalable solutions and continuous improvement.

The position includes configuring and maintaining core ITSM modules, developing workflows and automations, managing Service Catalog and Knowledge Management capabilities, building reports and dashboards, and providing production support. It also involves documenting solutions, training users and support teams, participating in upgrades and testing, and contributing to CAB meetings and Agile ceremonies. The role requires an active Secret clearance and up to 10% local travel.

Requirements

• ServiceNow Certified System Administrator (CSA).
• ServiceNow Certified Implementation Specialist – ITSM 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 skills 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 Incident, Problem, Change, Request, and Knowledge Management modules.
• 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 user-friendly Service Catalog items and fulfillment workflows; configure variables, variable sets, UI policies, approval processes, client scripts, categories, and user criteria.
• Enhance self-service capabilities and connect catalog items to backend systems.
• Automate workflows using Flow Designer and business rules; build approval flows and configure 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 approval processes; support Knowledge-Centered Service practices and create templates, articles, analytics configurations, and feedback mechanisms.
• Develop reports, dashboards, and ITSM performance metrics, including executive dashboards and compliance reporting.
• Analyze trends and recommend continuous 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 stakeholders to gather and refine requirements.
• Collaborate with infrastructure and development teams on integrations; participate in CAB meetings and Agile ceremonies; provide knowledge transfer to operational teams.

Benefits

• Flexible time off benefit.
• Learning resources.
• Healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.
• Competitive compensation.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level