External Title ITSM ServiceNow Workflow Engineer

Responsibilities

We are seeking ITSM / Service Now Workflow Engineers to develop, configure, and integrate service-management workflows that automate service requests, approvals, provisioning, incident management, change management, and other enterprise IT service processes.

The role focuses on integrating Service Now with enterprise platforms, APIs, and automation services to streamline service delivery, reduce manual coordination, and improve the user experience. The ideal candidate combines hands-on Service Now development experience with knowledge of IT service-management practices, system integration, and workflow automation.

• Configure, develop, and maintain Service Now workflows supporting enterprise services and user requests.

• Develop automated request, approval, assignment, notification, and fulfillment workflows.

• Integrate Service Now with enterprise platforms, REST APIs, and automation services.

• Configure service requests and fulfillment processes for approved access, infrastructure, and shared-service capabilities.

• Troubleshoot workflow failures, integration issues, and automation defects.

• Identify opportunities to improve workflow efficiency, reliability, and maintainability.

• Support ITIL-aligned incident, request, problem, change, knowledge, and configuration-management processes.

• Integrate service-management workflows with enterprise service desks, operational teams, and escalation procedures.

• Support Configuration Management Database (CMDB) integrations and service-data management where applicable.

• Develop and maintain knowledge articles, technical documentation, workflow procedures, and support guidance.

• Collaborate with service-management and engineering teams to ensure workflows align with operational requirements and established processes.

• Develop and maintain self-service workflows and service-request capabilities for technical users and administrators.

• Automate request routing and fulfillment to reduce manual handoffs and improve service-delivery efficiency.

• Develop dashboards and reports to monitor request status, fulfillment times, backlogs, and service performance.

• Identify repetitive service requests and evaluate opportunities for safe, reliable automation.

• Partner with platform, cloud, IAM, Dev Sec Ops , and operations teams to integrate service-management processes with technical capabilities.

• Support continuous improvement of service workflows, integrations, and user-facing documentation.

Location:

This position is fully onsite in Chantilly, VA

• Active TS/SCI clearance with CI Polygraph.

• Approximately 4–7 years of experience in IT service management, Service Now development or administration, workflow engineering, application integration, or automation.

• 4+ years of experience with a BS/BA, 6+ years' of experience may be considered in lieu of degree.

• Hands-on experience configuring or developing Service Now capabilities and workflows.

• Experience integrating systems and services using REST APIs or comparable integration methods.

• Working knowledge of ITIL processes, including incident, request, problem, and change management.

• Experience with scripting, workflow automation, or application integration.

• Strong troubleshooting, analytical, and technical documentation skills.

• Ability to collaborate effectively with engineering, operations, and service-management teams.

Experience with one or more of the following is beneficial:

• Service Now developer or administrator certification.

• Service Catalog, self-service portals, and request-fulfillment automation.

• Integration Hub, Flow Designer, or Service Now APIs.

• Cloud automation and integration with AWS services.

• Identity and access-management workflow integration.

• CI/CD pipelines or Infrastructure as Code (IaC) integration.

• CMDB configuration, service mapping, or configuration-management practices.

• Experience supporting secure or highly regulated enterprise IT environments.

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and…