ServiceNow Development Manager

Primary Responsibilities This position is a “hands-on-keyboard” position working as part of a team at a facility in Lorton, VA. This includes ServiceNow development work along with management and Solutions Architect responsibilities. Ability to work in office 100% unless otherwise noted by Leadership. Primarily support Monday - Friday, 8 hours per day, but also available to support mission critical deadlines in a 24x7x365 environment. In-depth knowledge of commonly-used IT concepts, best practices, and procedures within a DoD environment and ServiceNow. Provide technical direction and oversight to the ServiceNow development team. This includes setting coding standards, performing code reviews, and designing solutions that align with business needs and architectural best practices. Serve as the primary developer for complex features and integrations. This involves writing, testing, and debugging code, as well as mentoring developers (junior through senior levels) on the team. Including the need to address performance issues and lead efforts to optimize the instance. Provide technical guidance and support for ServiceNow IT Service Management (ITSM) and the IT Asset Management (ITAM) module, specifically Software Asset Management (SAM) and Hardware Asset Management (HAM). This includes advising on best practices for configuration and implementation to meet business needs. Configure and maintain Discovery to automatically find and classify infrastructure and Service Mapping to build a visual representation of business services and their underlying IT components. Experience with UI Actions, UI Policies, Business Rules, Client Scripts, Script Includes, Catalog Client Scripts, Catalog UI Policies, Email Scripts, Roles / Groups. Manage all technical aspects of a self-hosted ServiceNow instance. This includes managing instance upgrades, patching, and maintaining the stability and performance of the instance. Proactively resolve routine problems and issues, with clearly prescribed solutions. Ability to address unplanned/unforeseen issues, including outside of business hours when critical. Work closely with cloud infrastructure and engineering teams to manage the self-hosted environment. This includes collaborating on system maintenance, performance monitoring, and resolving infrastructure-related issues. Work with all stakeholders including the Enterprise Help Desk (EHD), Business Analysts, Project Managers, and other stakeholders to understand requirements, translate them into technical solutions, and provide technical expertise throughout the project lifecycle. Ability to support requirements gathering, and story writing or review as needed. Provide input and assist in editing work documents (e.g. SOPs, IOPs, KBAs, training materials, etc.,) when needed for the EHD Tier 1 team and Program end users related to ServiceNow functionality and processes. Must have the ability to adapt to changing work requirements, multiple tasks and priorities, and be able to exercise discretion. Develops business process maps using a standard methodology and toolset with ServiceNow. Supports the creation of systems engineering documents and diagrams to support process development. Receives a moderate level of guidance and direction, able to work independently and in a team setting while keeping Leadership informed of work completion and any unexpected issues. Requires expanded conceptual knowledge in own area of expertise while developing additional skill sets. Knowledge and experience with APIs, out of the box and customized, implementations with ServiceNow. Ability to represent the team, presenting and requirements elicitation skills in programmatic and customer meetings. This includes creation of presentations, roadmaps and other artifacts as needed. Demonstrates experience building and maintaining constructive relationships among employees, customers, stakeholders, technical teams, other contractors, and Program Management Office (PMO). Fulfill all Leidos managerial responsibilities even if that requires additional time beyond the normal in-office workday. Clearance Required Active Top Secret/SCI (TS/SCI) clearance or ability to obtain a SCI prior to your start date. Ability to complete an investigation for eligibility after your start date. Required Experience, Skills, and Education Bachelor’s degree with a minimum 8 years of prior relevant experience or Master’s degree with a minimum 6 years of prior relevant experience. Generally has a minimum of 4 years of experience supervising or leading teams or projects. U.S. Citizen. Active CompTIA Security+ certification or ability to obtain prior to your start date. Experience ensuring compliance with IT security policies, procedures, and classified environment protocols. A minimum of 6 years of hands‑on experience developing on the ServiceNow platform. Proven experience managing and maintaining a self-hosted ServiceNow instance. This includes in-depth knowledge of the underlying infrastructure components, specifically: Experience with Red Hat Enterprise Linux (RHEL), including system administration, security hardening, and patching. Expertise in MariaDB, including database administration, performance tuning, and backup/recovery strategies. ServiceNow's internal cloud infrastructure also runs on MariaDB, so experience with it is highly relevant. Hands-on experience with Microsoft Azure is beneficial, the self-hosted instance will leverage Azure infrastructure for the virtual hosts. Familiarity with Azure services like Virtual Machines, Managed Disks, and Virtual Networking will be helpful in managing the self-hosted components that may reside in the cloud. Excellent customer service, communication, organizational and technical skills. Including the ability to effectively communicate complex technical concepts to both technical and non-technical stakeholders. This includes written and verbal communication. Demonstrated experience with the ServiceNow ITOM Visibility package. This includes configuring and troubleshooting Discovery and building and maintaining Service Mapping. A strong understanding of networking concepts (e.g., routers, switches, firewalls), protocols (e.g., TCP, SNMP, SOAP, and REST), and the ability to diagnose connectivity and permission issues. Preferred Experience, Skills, and Education Certifications such as ServiceNow Certified Application Developer (CAD) or Certified Implementation Specialist (CIS) are a plus. A solid understanding of ITIL concepts and how they are applied within the ServiceNow platform. Previous experience in a similar managerial or technical role, including mentoring other developers and leading project teams. Deep knowledge of the Common Service Data Model (CSDM) and experience with maintaining a clean and accurate Configuration Management Database (CMDB). Familiarity with the ServiceNow ITAM modules, with a specific focus on Software Asset Management (SAM) and Hardware Asset Management (HAM). This includes understanding the configuration and implementation of these modules to support asset management processes. Experience with Air Force Life Cycle Management Center programs and/or DoD programs. Other relevant certifications (e.g., PMP, ITIL, ServiceNow, JIRA, CompTIA, Microsoft Azure, etc.). Equal Employment Opportunity Statement All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws. #J-18808-Ljbffr Leidos