ServiceNow ITSM Developer

CACI•Scott AFB, IL

1d•$75,200 - $158,100

About The Position

Join CACI as a ServiceNow ITSM Developer to design, implement, and optimize IT Service Management solutions on the ServiceNow platform. The role focuses on improving service delivery, streamlining processes, and creating intuitive user experiences through configuration, development, automation, integrations, reporting, and support. The developer works with process owners, business stakeholders, infrastructure and development teams, and operational teams to implement ITIL best practices and continuously improve ITSM capabilities. The position requires an active Secret clearance and involves 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 knowledge 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 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.
Create knowledge templates and articles, configure analytics, and maintain feedback mechanisms.
Develop reports, dashboards, and ITSM performance metrics, including executive-level 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.