ServiceNow ITSM Senior Developer

Acuity INC

3d

About The Position

Acuity Inc. is growing! We are looking for technically advanced ServiceNow Developers to support a high-impact federal engagement. This role requires deep platform expertise across ITSM, ITOM, and CMDB, with a focus on building scalable, compliant, and automation-rich solutions. Candidates should be proactive, agile-minded, and capable of driving delivery from architecture through implementation.
Acuity, Inc. is a leading management and technology consulting firm that specializes in serving the federal government. Our innovative, collaborative and rewarding work environment has earned repeat honors from the Washington Business Journal's Best Places to Work and SmartCEO Corporate Culture awards.
Why Acuity?
If you are passionate about using your skills in IT Modernization, Data Enablement, and Hyperautomation to make a positive impact, you might find a good fit at Acuity. We serve federal agencies as a trusted digital strategy and technology consulting firm, providing innovative technical leadership to support our customers’ critical missions.

Requirements

• 5 or more years of hands-on experience developing and configuring solutions on the ServiceNow Platform, with a focus on enterprise-scale environments.
• 2 or more years of direct configuration experience with IT Service Management (ITSM) and IT Operations Management (ITOM) modules, including workflows, request models, incident/problem/change, and operational visibility features.
• Bachelor’s degree in Computer Science, Information Systems, Engineering, Business, or equivalent experience in a related technical field.
• Proficient in ServiceNow development using JavaScript, Jelly, REST/SOAP APIs, XML, HTML, and CSS.
• Strong expertise in CMDB architecture, including CI classes, discovery patterns, reconciliation rules, and service dependency mapping.
• Deep experience configuring out-of-the-box and custom solutions, including business rules, script includes, UI policies, and Flow Designer.
• Proven ability to lead and facilitate stakeholder workshops, conduct platform demos, and translate business needs into technical solutions.
• Excellent written and verbal communication skills with experience supporting both technical teams and business stakeholders.
• Customer-facing experience in solution delivery, production support, or platform sustainment.
• US Citizen with the ability to obtain a public trust clearance.

Nice To Haves

• Experience delivering ServiceNow solutions in a federal or public sector environment, including working within compliance or audit frameworks.
• Hands-on experience with ServiceNow Discovery, Event Management, Service Mapping, and CMDB health dashboards.
• Familiarity with managing multiple ServiceNow environments and implementing configuration control, release governance, and update set lifecycle processes.
• Knowledge of the ServiceNow upgrade lifecycle and experience validating platform compatibility during version transitions.
• Experience developing or administering Service Portal, including widget customization and responsive design using Bootstrap and AngularJS.
• Understanding of 508 accessibility standards and applying them in form, portal, or catalog design.
• Exposure to agile delivery methods such as Scrum, with participation in sprint planning, backlog grooming, and iterative release cycles.
• Familiarity with ServiceNow Performance Analytics, CMDB Health Dashboards, and operational reporting tools.

Responsibilities

• Lead configuration and engineering of ServiceNow ITSM, ITOM, and CMDB modules, including Discovery, Service Mapping, Event Management, and CI lifecycle workflows.
• Design and develop scalable automation using Flow Designer, Business Rules, Script Includes, and UI Policies, optimizing operational efficiency and user experience.
• Build and maintain custom Service Portal components using Bootstrap, AngularJS, and core ServiceNow technologies, with accessibility compliance (508/WCAG) in mind.
• Architect and implement integrations with third-party systems using REST, SOAP, and MID Server patterns, with robust error handling and data validation.
• Maintain CMDB accuracy and integrity through reconciliation rules, transform maps, dependency mapping, and automated CI discovery.
• Enforce platform governance by managing configuration consistency across dev, test, staging, and production environments; support version control, rollback planning, and update set hygiene.
• Participate in Agile ceremonies, contribute to backlog refinement, and drive sprint-based delivery of tested, production-ready features.
• Conduct stakeholder workshops, translate functional needs into technical specifications, and deliver demos that drive user adoption and business alignment.
• Serve as a platform SME, mentoring junior developers, reviewing code for security and performance, and advising on ServiceNow roadmap alignment with agency goals.

Benefits

• Competitive Compensation: We value our employees and show it through highly competitive compensation and benefits packages.
• Personal Growth: Your potential isn't just recognized at Acuity, it's actively cultivated. With tailored training, mentorship, and cutting-edge resources, we empower you to thrive personally and professionally.
• Recognition and Visibility: Stand out in a competitive industry with Acuity's exceptional customer feedback and robust opportunity channels.
• Collaborative Culture: At Acuity, teamwork isn't just a buzzword – it's the cornerstone of our success. Encouragement and support fuel our collaborative culture, where every voice matters.
• Diversity and Inclusion: Diversity isn't just a checkbox – it's who we are. At Acuity, we pride ourselves on recruiting and maintaining a workforce that celebrates diversity and treats every employee with dignity and respect.

What This Job Offers

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