ServiceNow Developer Lead

Description

We are seeking a highly skilled and motivated senior-level ServiceNow Software Developer with a focus on IT Service Management (ITSM) with expanding responsibilities into ITOM and ITAM. As part of our talented team, you will play a critical role in the design, development, and implementation of ServiceNow solutions that streamline and enhance our clients' service delivery, incident resolution, and overall IT service operations. You will serve as a technical leader, mentoring junior developers and driving architectural decisions across ITSM implementations while preparing for ITOM/ITAM expansion. This is a hybrid role but candidates will have to go onsite to our Colorado springs office 90% of the time. Candidates must reside in Colorado Springs.

Key Responsibilities:

• Develop and configure ServiceNow applications using ITSM modules (Incident, Problem, Change, Request Management), ensuring alignment with clients' strategic goals and requirements.

• Lead the design and architecture of complex ITSM solutions, establishing development standards and best practices across the team.

• Mentor and provide technical guidance to junior and mid-level developers on ITSM implementations.

• Collaborate with stakeholders, including business analysts and project managers, to gather and define system requirements and design solutions.

• Architect and optimize ITSM processes including advanced SLA management, assignment rules, escalation procedures, and notification workflows.

• Perform data analysis, integrations, and migration activities to ensure accurate and seamless data flow within ServiceNow.

• Understand the uses and abilities of App Engine Studio (AES) within ServiceNow.

• Customize and enhance ServiceNow's ITSM features, workflows, and functionalities to meet the unique needs of our clients.

• Design and implement enterprise-level knowledge management solutions to support incident resolution and self-service.

• Thorough understanding and strong ability to create catalog items and customize workflows.

• Develop and maintain comprehensive reporting and dashboards to provide executive visibility into ITSM performance metrics and KPIs.

• Conduct system testing, troubleshooting, and debugging to ensure the highest level of quality and performance.

• Provide technical support and maintenance for ServiceNow implementations, ensuring system stability and uptime.

• Continuously stay updated with the latest ServiceNow features, best practices, and industry trends to drive innovation and improvement.

• Support roadmap planning for ITOM (Discovery, Service Mapping, Event Management) and ITAM (Hardware/Software Asset Management) implementations.

• Participate in CMDB health initiatives to ensure data integrity and readiness for ITOM/ITAM expansion.

Qualifications

Requirements:

• Bachelors Degree and 14 years of experience. Masters and 12 years of experience.

• 7+ years of experience in ServiceNow development and configuration, with a strong focus on ITSM modules.

• 3+ years of experience in a senior or lead developer capacity.

• Required: ServiceNow Certified System Admin (CSA) or ServiceNow Certified Application Developer (CAD).

• Secret Clearance required.

• Candidates must be U.S. Citizens.

• Proficiency in scripting languages such as JavaScript, GlideScript, and PowerShell.

• Expert-level understanding of ITIL frameworks and ITSM best practices; working knowledge of ITOM and ITAM concepts.

• Experience with REST/SOAP APIs, Web Services, and integrations with third-party systems.

• Expert-level experience configuring SLAs, OLAs, and advanced workflow automation within ITSM.

• Strong analytical and problem-solving skills, with the ability to translate business requirements into technical solutions.

• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and stakeholders.

• Demonstrated ability to mentor junior team members and lead technical discussions with stakeholders.

• Current ServiceNow Certified System Administrator (CSA) required and will be verified.

Preferred Skills:

• Experience with ServiceNow Virtual Agent, Predictive Intelligence, and Performance Analytics for ITSM.

• Familiarity with Agent Workspace and Configurable Workspace customization.

• Foundational knowledge of ITOM (Discovery, Service Mapping, Event Management) and ITAM (HAM, SAM) for future implementation phases.

• Understanding of CMDB architecture, CI relationships, and data quality best practices.

• Knowledge of Agile/Scrum methodologies and project management tools.

• Experience with ServiceNow platform upgrades and DevOps practices.

• Desired: CIS-ITSM (strongly preferred), CIS-Discovery, CIS-HAM, CIS-SAM, ITIL 4.

Target salary range: $160,001 - $200,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

REQNUMBER: 2613309

SAIC is a premier technology integrator, solving our nation's most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability