ServiceNow Platform Developer

Commonwealth of Massachusetts•Boston, MA

18h•$100,000 - $135,000•Hybrid

About The Position

The Office of the Comptroller is seeking a ServiceNow Platform Developer to assess, redesign, configure, and improve CTR’s ServiceNow environment. This position will serve as a hands-on technical lead responsible for assessing current-state, rebuilding, and maturing the agency’s ServiceNow platform. This role requires someone who can both design the right platform structure and personally execute the configuration, development, cleanup, documentation, and implementation work. The successful candidate will work closely with Comptroller Technology Group leadership, the Solution Desk Team, the Operations Team, technical teams, business stakeholders, and external partners to improve how CTR uses ServiceNow to manage work, communicate status, track service delivery, and support agency operations. The ServiceNow Platform Developer will lead the assessment, maintenance, and continuous improvement of CTR’s, current ITSM, ITAM, and CSM modules, while evaluating and supporting future needs. The ServiceNow Platform Developer will help establish sustainable platform governance, development standards, documentation, reporting practices, and a roadmap for ongoing ServiceNow maturity.

Requirements

Demonstrated experience administering, configuring, developing, or implementing ServiceNow in an enterprise environment.
Strong understanding of ServiceNow ITSM, ITAM, and CSM capabilities, including incident, case, request, change, knowledge, service catalog, notifications, assignment groups, roles, reporting, and dashboards.
Demonstrated ability to perform hands-on ServiceNow development and configuration, not solely advisory or project management work.
Experience gathering requirements from technical teams, service desk staff, business users, and leadership, and translating those requirements into working ServiceNow solutions.
Experience creating or improving ServiceNow workflows, catalog items, approvals, forms, reports, dashboards, and customer-facing communications.
Ability to assess an existing ServiceNow environment, identify gaps, recommend improvements, and execute approved changes.
Understanding of IT service management principles, service desk operations, ticket lifecycle management, escalation, prioritization, and operational reporting.
Ability to test, document, and support ServiceNow changes across development, test, and production environments.
Ability to communicate clearly with technical and non-technical audiences.
Ability to handle sensitive operational, personnel, financial, and system information with appropriate discretion.
Ability to work both independently and collaboratively in a hybrid work environment.
Applicants must have at least (A) five years of full-time, or equivalent part-time, professional experience in electronic data processing, of which (B) at least three years must have been in work in which the major duties included computer systems analysis, or (C) any equivalent combination of the required experience and the substitutions below.
An Associate's degree with a major in the field of data processing or computer programming may be substituted for a maximum of one year of the required (A) experience.
A Bachelor's degree with a major in the field of data processing or computer and/or information science may be substituted for a maximum of two years of the required (A) experience.
A Graduate degree with a major in the field of data processing or computer and/or information science may be substituted for a maximum of two years of the required (A) experience.
A diploma for completion of a two year fulltime, or equivalent parttime, program and a recognized non-degree granting business or vocational/ technical school above the high school level with a major in the fields of computer programming maybe substituted for a maximum of one year required (A) experience.
An official transcript from a recognized business or vocational/ technical school as evidence of completion of a program consisting of at least 650 hours of instruction in the field of computer programming may be substituted for a maximum of one year of the required (A) experience.
Graduation from the data processing course of a recognized vocational/ technical high school maybe substituted for a maximum of one year of the required (A) experience.
No substitution will be allowed for more than two years of the required (A) experience.
No substitution will be allowed for the three years of the required (B) experience.

Nice To Haves

ServiceNow Certified System Administrator (CSA).
ServiceNow Certified Application Developer (CAD).
Certified Implementation Specialist - IT Service Management (CIS-ITSM).
Certified Implementation Specialist - Data Foundations, including CMDB and CSDM (CIS-DF).
Certified Platform Owner Associate (CPOA).
Experience leading or significantly contributing to a ServiceNow cleanup, redesign, implementation, or maturity effort.
Strong hands-on experience with ServiceNow configuration and development, including Flow Designer, business rules, client scripts, UI policies, catalog items, approvals, notifications, forms, lists, tables, and reporting.
Experience with ITSM, ITAM, and CSM processes, including incident, case, request, change, problem, knowledge, service catalog, service level management, and operational reporting.
Experience improving service desk operations, ticket routing, assignment groups, service catalog design, fulfillment workflows, and customer-facing ticket visibility.
Experience with ServiceNow reporting, dashboards, performance metrics, and executive or operational reporting.
Experience with CMDB, CSDM, asset data, service relationships, or data quality improvement.
Experience integrating ServiceNow with Microsoft Entra ID, email, endpoint management, asset management, reporting, or other enterprise systems.
Experience working in a government, public sector, financial, regulatory, or other highly controlled environment.
Ability to translate business needs into practical ServiceNow designs and then personally configure, build, test, and document the solution.
Strong written and verbal communication skills, including the ability to explain technical concepts to non-technical stakeholders.
Strong documentation habits and the ability to create clear technical, operational, and user-facing documentation.
Ability to work independently, manage competing priorities, and drive improvements from assessment through implementation.

Responsibilities

Assess CTR’s current ServiceNow configuration, workflows, forms, service catalog, assignment groups, roles, notifications, dashboards, reports, and related processes.
Redesign and improve ServiceNow intake, incident, request, change, knowledge, service catalog, and fulfillment processes to better support CTR operations.
Perform hands-on ServiceNow configuration and development, including forms, lists, tables, business rules, portals, client scripts, UI policies, flows, workflows, approvals, notifications, catalog items, and related platform components.
Build and maintain ServiceNow reports and dashboards that provide clear operational visibility for leadership, technical teams, service desk staff, and business stakeholders while constantly improving as needed.
Review and improve assignment groups, roles, permissions, access controls, and platform security practices in coordination with CTR leadership and applicable enterprise standards.
Improve requester-facing ServiceNow visibility, including ticket status, customer-visible updates, fulfillment progress, completion details, and communication templates.
Develop and maintain ServiceNow service catalog items, request workflows, knowledge articles, templates, and self-service capabilities.
Support ServiceNow integrations with identity, email, monitoring, endpoint management, asset, reporting, and other enterprise systems as needed.
Help define ServiceNow platform governance, including development standards, release practices, testing expectations, documentation standards, and change control.
Partner with the external Solution Desk and the internal service desk and technical teams to improve ticket routing, categorization, prioritization, escalation, service level tracking, and operational reporting.
Identify opportunities to reduce manual work through automation, workflow improvements, better forms, improved catalog design, and clearer business rules.
Document platform configuration, processes, workflows, technical decisions, and support procedures.
Provide training, guidance, and knowledge transfer to CTR technical staff and business users.
Work with vendors, EOTSS, and other Commonwealth partners as needed to support platform improvements and integrations.
Participate in planning, prioritization, testing, implementation, and post-implementation review of ServiceNow enhancements.
Perform other related duties as assigned.