ServiceNow Platform Developer

iTech AG•Arlington, VA

About The Position

iTech AG is seeking a ServiceNow Platform Developer to support a federal ServiceNow program. The role leads hands-on platform design, configuration, scripting, Change Management improvements, and migration from Service Portal to Employee Center. The developer translates approved requirements into maintainable solutions that improve platform operations, user experience, and adoption. The developer collaborates with the platform team and customer stakeholders on integrations, ITOM and CMDB support, testing, release implementation, technical documentation, training, and knowledge transfer. The role also supports platform operations and improvements while maintaining applicable Section 508 accessibility requirements.

Requirements

Bachelor's degree in Information Technology, Computer Science, Information Systems, Business Administration, or a related field, or equivalent relevant experience.
At least five years of hands-on ServiceNow development experience, including delivery in complex enterprise environments.
Demonstrated experience configuring ITSM Change Management workflows, approvals, business rules, and related governance controls.
Hands-on experience with Service Portal and Employee Center, including catalogs, catalog items, custom widgets, reusable flows, and user experience improvements.
Proficiency with JavaScript, Glide APIs, Flow Designer, IntegrationHub, business rules, UI policies, UI actions, access controls, and scoped applications.
Working knowledge of ITOM Discovery, Service Mapping, CMDB, and CSDM, including data quality, service relationships, and integration impacts.
Experience translating requirements into technical solutions, conducting testing and UAT support, troubleshooting issues, and managing releases.
Strong written and verbal communication skills, including technical documentation, stakeholder workshops, demonstrations, training, and knowledge transfer.
ServiceNow Certified System Administrator (CSA).
ServiceNow Certified Application Developer (CAD).
Ability to obtain DHS MBI.

Nice To Haves

Prior FEMA, DHS, or other federal ServiceNow delivery experience.
Experience leading a Service Portal to Employee Center migration and applying Section 508 accessibility requirements.
ServiceNow Certified Implementation Specialist credentials relevant to ITSM or ITOM; ITIL certification; relevant ServiceNow micro-certifications.
Experience with ATF, Agile delivery, technical leadership, code reviews, platform governance, and reducing unnecessary customization.
Experience with scoped application enhancements and bidirectional enterprise integrations.

Responsibilities

Review Change Management processes and governance, and recommend improvements based on risk, impact, urgency, and organizational requirements.
Configure approved workflows and standard or routine change options for applicable FISMA systems; test and document changes; and develop administrator and system-owner training guides and quick reference materials.
Lead migration of the existing Service Portal to Employee Center, including service taxonomy, content delivery, catalogs, catalog items, reusable flows, and widgets.
Configure mobile capabilities and improve usability and accessibility; partner with stakeholders to define baseline and target measures for customer experience and Employee Center effectiveness.
Develop and maintain business rules, client scripts, UI policies, UI actions, access controls, workflows, Flow Designer flows, scoped applications, and integrations using ServiceNow best practices.
Translate approved requirements into technical stories and maintainable configurations, favoring standard capabilities and reusable components while evaluating technical impacts, dependencies, and security considerations.
Support the Data Architect on Discovery, Service Mapping, CMDB, and CSDM activities, including related workflows, platform configurations, integrations, and operational support.
Review development changes for impacts on configuration items, service relationships, data quality, and ongoing platform operations.
Develop and execute automated and functional tests, coordinate UAT readiness, resolve defects, and provide test evidence supporting FEMA acceptance.
Troubleshoot platform issues, perform peer reviews, and support approved releases, enhancements, and ongoing operations while maintaining applicable Section 508 accessibility requirements.
Produce as-built documentation, configuration records, technical procedures, release materials, training guides, and quick reference cards.
Deliver technical demonstrations, user and administrator training, and structured knowledge transfer; support transition activities and communicate risks, dependencies, and progress to the delivery team.