ServiceNow Platform Developer

Office of the Comptroller (CTR)

The Office of the Comptroller ensures that the more than $50 billion in annual transactions authorized by the general appropriations act and supplemental appropriations are executed in accordance with all statutory requirements and recorded in compliance with accounting standards. We also oversee capital assets, federal funding inflows, and other transactions. We also own and maintain statewide payments and payroll systems, safeguarding critical financial information.

We operate in support of our partners, the financial staff at more than 150 departments and agencies across the Commonwealth.

As stewards of the public trust, we aspire to inspire confidence by maintaining our core principles: clarity, integrity, and accountability.

The powers and obligations of the Office of the Comptroller are generally dictated by M.G.L. c. 7A.

Comptroller Technology Group (CTG) delivers critical IT services to ensure the smooth operation of daily business activities while supporting the strategic objectives of both the Office of the Comptroller and the Commonwealth of Massachusetts. CTG is tasked with maintaining and enhancing essential enterprise-wide systems that underpin state operations, including Mosaic (the Commonwealth’s financial systems), CTHRU (the transparency platform for government spending), and Vendor Web (the payment portal for state vendors).

CTG plays a pivotal role in managing several key relationships, including the Executive Office of Technology Services and Security (EOTSS), over 150 state departments, and external vendors.

The Office of the Comptroller is seeking a Service Now Platform Developer to assess, redesign, configure, and improve CTR’s Service Now environment. This position will serve as a hands‑on technical lead responsible for assessing current-state, rebuilding, and maturing the agency’s Service Now platform.

This role requires someone who can both design the right platform structure and personally execute the configuration, development, cleanup, documentation, and implementation work. The successful candidate will work closely with Comptroller Technology Group leadership, the Solution Desk Team, the Operations Team, technical teams, business stakeholders, and external partners to improve how CTR uses Service Now to manage work, communicate status, track service delivery, and support agency operations.

The Service Now Platform Developer will lead the assessment, maintenance, and continuous improvement of CTR’s current ITSM, ITAM, and CSM modules, while evaluating and supporting future needs.

The Service Now Platform Developer will help establish sustainable platform governance, development standards, documentation, reporting practices, and a roadmap for ongoing Service Now maturity.

• Assess CTR’s current Service Now configuration, workflows, forms, service catalog, assignment groups, roles, notifications, dashboards, reports, and related processes.
• Redesign and improve Service Now intake, incident, request, change, knowledge, service catalog, and fulfillment processes to better support CTR operations.
• Perform hands‑on Service Now configuration and development, including forms, lists, tables, business rules, portals, client scripts, UI policies, flows, workflows, approvals, notifications, catalog items, and related platform components.
• Build and maintain Service Now reports and dashboards that provide clear operational visibility for leadership, technical teams, service desk staff, and business stakeholders while constantly improving as needed.
• Review and improve assignment groups, roles, permissions, access controls, and platform security practices in coordination with CTR leadership and applicable enterprise standards.
• Improve requester‑facing Service Now visibility, including ticket status, customer‑visible updates, fulfillment progress, completion details, and communication templates.
• Develop and maintain Service Now service catalog items, request workflows, knowledge articles, templates, and self‑service capabilities.
• Support Service Now integrations with identity,…