Senior ServiceNow Developer

The Executive Office of Technology Services and Security (EOTSS) is the lead enterprise technology organization for the Commonwealth of Massachusetts. Charged with driving the ongoing alignment of business and technology across the Commonwealth’s Executive Branch, EOTSS oversees and manages the enterprise technology, digital infrastructure and services, as well as the Commonwealth Security Operations Center and an enterprise Standard Operating Environment that includes an information security and risk management framework for over 125 state agencies and over 43,000 state employees. We directly serve our constituents by providing digital services and tools that enable taxpayers, drivers, businesses, visitors, families and other citizens to do business with the Commonwealth in a way that makes every interaction with government easier, faster, and more secure.

Our Mission: We provide technology leadership across the Commonwealth to enhance the quality of public service and foster positive community outcomes.

EOTSS is seeking a Senior ServiceNow Developer to join our ServiceNow team and Customer Engagement Division. The Senior ServiceNow Developer will play a key role in maturing the EOTSS ServiceNow platform. In addition to development activities, this individual should have knowledge of the Asset, Software Asset, Configuration, and Incident and Change Management applications as well as the concepts used in custom application development. The Senior ServiceNow Developer will work with key business units to build solutions and processes, provide support and maintenance, continual service improvement, and new capabilities on the ServiceNow platform.

The primary work location for this role will be at 200 Arlington Street Chelsea, Massachusetts 02150 . The work schedule for this position is Monday through Friday, 9AM to 5PM EST . This position is expected to follow a hybrid model of reporting to work that combines in-office workdays and work from home days as needed.

All offers of employment into this position are conditional and subject to passing: a Massachusetts Criminal Background Check (CORI); a security clearance (fingerprinting) consistent with IRS and/or public safety requirements; and security training.

Position Responsibilities (including but not limited to):

• Perform daily administration in support of Incidents and Service Requests related to creating and managing user accounts, group management, bulk uploads of data and other actives.
• Develop and deploy solutions for both ServiceNow and EOTSS custom applications based on an established SDLC.
• Work with the ServiceNow Director to maintain an ongoing knowledge of customizations, user pain points and areas for improvement.
• Constantly seek out and identify inefficiencies, develop a plan and implement solutions focused on automation and ease of use.
• Perform ServiceNow implementation tasks including the deployment of update set, manual data movement, integrations, configurations,
• Maintain the integrity of the ServiceNow tool across production and non-production environments, including the maintenance of mid-servers and integrations.
• Support the onboarding of new agencies and users onto the ServiceNow platform.
• Develop clear and concise technical and process documentation, including Unit and User Test Plans as well as knowledge documents.
• Participate in the upgrade cycle for ServiceNow, including coordination of clones, upgrades and testing (via use of the Automated Test Framework).
• Support the design of ServiceNow integrations and work with business partners and technical teams on implementation.
• Maintain an understanding of the current ServiceNow ecosystem within EOTSS, including out of box features, custom applications and integrations to support organization initiatives.
• Maintain an ongoing knowledge of the ServiceNow product, version upgrades and enhancements, new features, functions and known issues.

Preferred Knowledge, Skills, and Abilities:

• Minimum of 5 years of experience in a specific ServiceNow Developer role.
• Experience using ServiceNow Security Operations (SecOps), Privacy Management, Integrated Risk Management (IRM), or related ServiceNow modules to manage vulnerability workflows and remediation efforts.
• Strong understanding of Software Development Lifecycle, including identification, prioritization, remediation tracking, validation, and reporting.
• Familiarity with asset management, CMDB, discovery tools, and their role in vulnerability identification and risk assessment.
• Experience creating dashboards, metrics, executive reports, and platform analytics to communicate vulnerability trends, remediation status, and program effectiveness.
• Experience documenting processes, developing standard operating procedures (SOPs), and creating technical and business-facing documentation.
• Ability to develop and execute test plans to validate vulnerability remediation activities and security controls.
• Strong analytical and problem-solving skills Excellent organizational, time management, and prioritization skills with the ability to manage multiple initiatives in a fast-paced environment.
• Ability to work independently while collaborating effectively across cross-functional teams.
• Excellent written and verbal communication skills, including the ability to present technical information to both technical and non-technical audiences.
• Demonstrated commitment to customer service, teamwork, and continuous process improvement.
• Proficiency with Microsoft Office Suite (Excel, Word, PowerPoint, Teams)

Preferred Certifications:

• ServiceNow Certified System Administrator (CSA) – Required or strongly preferred.
• ServiceNow Certified Application Developer (CAD) .
• ServiceNow Certified Implementation Specialist – IT Service Management (CIS-ITSM) .
• ServiceNow Certified Implementation Specialist – IT Operations Management (CIS-ITOM) .
• ServiceNow Security Operations (SecOps) or Vulnerability Response (VR) Certification preferred.
• Security+ , CySA+ , GSEC , or equivalent cybersecurity certification.
• Certified Information Systems Security Professional (CISSP) preferred.
• ITIL Foundation Certification preferred.
• Tenable Certified , Qualys Certified Specialist , Rapid7 Certified , or other vulnerability management certifications are a plus.
• ServiceNow Architecture Excellence (ArchX) certification preferred.