ServiceNow Service Portal Subject Matter Expert

General Dynamics-posted 26 days ago
Full-time • Mid Level
Remote • La Grange, IL
5,001-10,000 employees
Professional, Scientific, and Technical Services
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Transform technology into opportunity as a ServiceNow Service Portal Subject Matter at GDIT. Shape what's next for mission-critical government projects while shaping what's next for your engineering career. MEANINGFUL WORK AND PERSONAL IMPACT As a ServiceNow Service Portal Subject Matter, the work you'll do at GDIT will be impactful to the mission of our customers. You will play a crucial role via the following: Lead the architectural design of complex ServiceNow solutions, ensuring scalability and performance Design, develop, and maintain custom ServiceNow Service Portals, ensuring intuitive user interfaces and optimal user experience Create and enhance custom widgets using AngularJS, JavaScript, HTML, and CSS to extend portal functionality and meet specific business requirements Implement and configure portal pages, themes, and branding Configure and design custom ServiceNow Workspaces to streamline workflows and improve efficiency Customize workspace layouts, components, and data visualizations Develop and implement solutions for digesting and processing incoming XML data feeds, transforming them into ServiceNow records Design and develop robust mechanisms for generating outgoing XML data, ensuring data integrity and adherence to external system requirements Utilize ServiceNow integration capabilities (e.g., REST/SOAP APIs, Scripted REST APIs, Integrations Hub) to facilitate XML-based data exchange Serve as the technical advisor, overseeing all technical aspects of implementations, resolving technical issues, and defining best practices for configuration, scripting, and workflow automation Collaborate with business and IT stakeholders to define requirements, develop migration roadmaps, and facilitate workshops Maintain and manage the CMDB, guide the architecture for ITOM tools, and ensure adherence to ITIL, compliance, and security standards Develop and maintain technical documentation, including process flows, design documents, and high-level architecture diagrams Provide technical guidance to team members, lead code reviews, and troubleshoot production issues to ensure platform stability Support business growth and proposal teams by writing proposal sections, providing guidance, and contributing to the creation of cost and effort estimates Grow junior talent through mentoring, partnership, and technical reviews Author, review, and lead the creation of white papers and contract artifacts Work with end users, stakeholders, and management to define and create reports, dashboards, and data analysis products Maintain current ServiceNow and industry certifications, while obtaining additional certifications and accreditations Lead, author, and contribute to IT-related technical processes reviews, postmortems, and continual process improvement Create estimations on effort required to produce ServiceNow functionality WHAT YOU'LL NEED TO SUCCEED Bring your engineering expertise along with a drive for innovation to GDIT. The Software Architect SME must have:

  • Lead the architectural design of complex ServiceNow solutions, ensuring scalability and performance
  • Design, develop, and maintain custom ServiceNow Service Portals, ensuring intuitive user interfaces and optimal user experience
  • Create and enhance custom widgets using AngularJS, JavaScript, HTML, and CSS to extend portal functionality and meet specific business requirements
  • Implement and configure portal pages, themes, and branding
  • Configure and design custom ServiceNow Workspaces to streamline workflows and improve efficiency
  • Customize workspace layouts, components, and data visualizations
  • Develop and implement solutions for digesting and processing incoming XML data feeds, transforming them into ServiceNow records
  • Design and develop robust mechanisms for generating outgoing XML data, ensuring data integrity and adherence to external system requirements
  • Utilize ServiceNow integration capabilities (e.g., REST/SOAP APIs, Scripted REST APIs, Integrations Hub) to facilitate XML-based data exchange
  • Serve as the technical advisor, overseeing all technical aspects of implementations, resolving technical issues, and defining best practices for configuration, scripting, and workflow automation
  • Collaborate with business and IT stakeholders to define requirements, develop migration roadmaps, and facilitate workshops
  • Maintain and manage the CMDB, guide the architecture for ITOM tools, and ensure adherence to ITIL, compliance, and security standards
  • Develop and maintain technical documentation, including process flows, design documents, and high-level architecture diagrams
  • Provide technical guidance to team members, lead code reviews, and troubleshoot production issues to ensure platform stability
  • Support business growth and proposal teams by writing proposal sections, providing guidance, and contributing to the creation of cost and effort estimates
  • Grow junior talent through mentoring, partnership, and technical reviews
  • Author, review, and lead the creation of white papers and contract artifacts
  • Work with end users, stakeholders, and management to define and create reports, dashboards, and data analysis products
  • Maintain current ServiceNow and industry certifications, while obtaining additional certifications and accreditations
  • Lead, author, and contribute to IT-related technical processes reviews, postmortems, and continual process improvement
  • Create estimations on effort required to produce ServiceNow functionality
  • 10+ years of related experience
  • Extensive experience with ServiceNow architecture, development, and best practices, including strong knowledge of the platform's core modules
  • Proven expertise in ServiceNow Service Portal development and custom widget creation
  • Proven experience with the configuration and optimization of ServiceNow Workspaces
  • Strong proficiency in JavaScript, AngularJS, HTML, and CSS
  • Proven experience with XML data digestion and generation, and integration with external systems
  • Strong proficiency with integration technologies like REST APIs, SOAP, and web services
  • In-depth understanding of ITSM processes and ITIL frameworks
  • Keen understanding of modern web technologies and cloud computing architectural principles for cloud-based platforms
  • Excellent understanding of the Agile software testing process and lifecycle, from smoke test to integration to production deployment
  • Ability to identify, understand, document, and create functionality aligning with customer value streams
  • Ability to produce level of estimates and basic deployment plans for ServiceNow functionality
  • Strong organizational and time management skills while working in a rapid software development environment
  • Ability to identify and learn new technologies quickly
  • Excellent communication skills for collaborating with both technical and non-technical stakeholders
  • Strong analytical, problem-solving, and debugging skills
  • Active ServiceNow Certified Systems Administrator or ability to obtain within 30 days of start
  • Active ServiceNow Certified Application Developer or ability to obtain within 30 days of start
  • Must possess and maintain an active Secret Clearance
  • US Citizenship Required
  • Additional ServiceNow certifications strongly preferred
  • Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match.
  • To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave.
  • GDIT typically provides new employees with 15 days of paid leave per calendar year to be used for vacations, personal business, and illness and an additional 10 paid holidays per year.
  • Paid leave and paid holidays are prorated based on the employee's date of hire.
  • The GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees.
  • To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available.
  • We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.
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