Senior ServiceNow Engineer

Description

This Department of War enterprise data and analytics program delivers mission-critical capabilities that enable leaders across the Department to make faster, better-informed decisions using trusted data dos Digital Modernization sector is seeking an experienced Senior Service Now Engineer to support the delivery, enhancement, and adoption of enterprise data and analytics products used across multiple DoD organizations.

In this role, you will work alongside government partners, engineers, and other industry teammates to translate operational and strategic requirements into scalable, production-ready solutions. You will contribute directly to product planning, execution, and continuous improvement - helping ensure capabilities are delivered efficiently, aligned to mission priorities, and positioned for sustained success.

This position offers the opportunity to work on a high-visibility, enterprise program at the intersection of data, analytics, and emerging AI technologies. Ideal candidates are motivated by mission impact, comfortable operating in complex stakeholder environments, and interested in building deep domain expertise while delivering capabilities with real-world national security outcomes.

• Configure, customize, and maintain Service Now platform modules including ITSM, Service Catalog, Incident, Problem, and Change Management.
• Design and implement Service Now workflows, forms, and automation to support user support and service delivery operations.
• Support development and maintenance of the WDP Service Catalog and Service Request processes within Service Now.
• Integrate Service Now with Dev Sec Ops  pipelines, identity management systems, and enterprise tools
  .
• Perform system administration tasks including upgrades, patching, configuration management, and performance tuning.
• Develop and maintain scripts and integrations using Service Now APIs and scripting tools.
• Support ticketing operations
  , including routing, tracking, escalation, and reporting of service desk requests.
• Ensure compliance with cybersecurity requirements including RMF, STIGs, and access control policies.
• Monitor system performance and troubleshoot issues impacting Service Now functionality.
• Collaborate with service desk, customer success, Dev Ops, and engineering teams to align platform capabilities with operational needs.
• Support development of dashboards, reports, and analytics for service desk and service catalog performance.
• Maintain technical documentation, SOPs, and configuration standards.
• Participate in SAFe ceremonies including PI Planning, backlog refinement, sprint reviews, and retrospectives.

• Active TS/SCI clearance.
• Bachelor's degree in Computer Science, Information Systems, Engineering, or related technical discipline and 8-12 years of relevant experience OR Master’s degree in a related field and 6-10 years of relevant experience.
• At least one of the following foundational qualification pathways consistent with DoD 8140 requirements:
• Current DoD 8570/8140 baseline certification appropriate for Intermediate System Administrator roles (e.g.,
  Security+, GSEC, SSCP, or equivalent
  ).
• Offerings listed in the DoD 8140 Training Repository.
• Demonstrated equivalent training and experience qualifying under DoD 8140 foundational qualification alternatives.
• Minimum of 8 years of experience in Service Now engineering or a related field.
• Experience configuring and administering Service Now platforms in enterprise environments.
• Experience implementing ITSM processes including incident, problem, change, and service request management.
• Experience developing workflows, scripts, and integrations within Service Now.
• Experience supporting system administration, configuration management, and platform operations.
• Strong experience with ITSM modules including Incident, Problem, Change, Service Catalog, and experience developing custom workflows, scripts (Business Rules, Script Includes, Client Scripts), and platform integrations (REST/SOAP).
• Experience with implementing platform customizations, access controls, and user interface enhancements.
• Experience with designing, developing, and configuring solutions within the Service Now platform.
• Experience implementing role-based access controls (RBAC) and platform security configurations.
• Experience with building and maintaining workflows, service catalogs, forms, integrations, and automation scripts.
• Experience working with Agile or SAFe environments.

• Service Now certifications (e.g., Certified System Administrator, Application Developer).
• Experience supporting Service Now across multi-enclave DoD environments
  .
• Experience integrating Service Now with cloud platforms (AWS, Azure, or GCP).
• Experience implementing automation and AI-driven service desk capabilities.
• Experience with cloud environments such as AWS Gov Cloud, SC2S AWS Secret Region Cloud, and C2S AWS Cloud.
• Experience supporting large-scale enterprise data, analytics, or AI platforms.
• Experience…