ServiceNow Developer

About DMI

DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to‑end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, DMI is committed to delivering secure, efcient, and cost-effective solutions that drive measurable results.

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DMI is seeking a Service Now Developer to build, configure, and maintain the platform improvements defined by our Service Now Architect. This role sits at the center of DMI's managed mobility and helpdesk operations - the work you do directly affects the speed and quality of service delivered to our customers.

Our environment includes a CSM-based helpdesk integrated with Genesys Cloud for phone, chat, and email interactions; an extensive service catalog covering mobility transactions with multi-step catalog task workflows that vary by customer type; and a set of customer integrations connecting external ITSM platforms to our service catalog for automated request submission. Hardware Asset Management (HAM Pro) underpins phone number and device record creation that flows from catalog transactions.

We are in an active improvement cycle. The developer in this role will be executing against a structured maturity roadmap: simplifying record models, rationalizing catalog workflows, building repeatable integration patterns, and improving the fulfeller and agent experience. Strong execution skills, comfort working from architectural direction, and the ability to surface implementation details back to the architect are all essential.

• Configure and maintain the CSM workspace to support efficient case handling across phone, chat, and email channels
• Implement and test the Genesys Cloud integration with the Service Now CSM workspace, including screen pop, case creation, and activity logging
• Build and refine CSM case flows, assignment rules, SLA definitions, and fulfillment notifications

• Develop and maintain catalog items and their associated catalog task workflows for 20 mobility transaction types
• Implement workflow standardization improvements as defined by the architect, reducing variation while preserving necessary customer-type differences
• Improve fulfiller-facing task guidance, forms, and record layouts to reduce errors and ambiguity in day‑to‑day operations
• Build and maintain Flow Designer flows and business rules that drive catalog task automation

• Implement REST/SOAP integrations connecting external customer ITSM systems to the DMI service catalog
• Build from reusable integration patterns defined by the architect to reduce per-customer implementation effort
• Develop inbound request handling, record mapping, error handling, and status callback logic for each integration
• Support customer onboarding teams with integration testing, troubleshooting, and documentation

• Develop and maintain automation that creates and updates hardware asset and phone number records triggered by catalog transactions
• Ensure asset lifecycle actions (provisioning, swap, return, deactivation) are correctly reflected in HAM Pro records
• Support SLA and reporting improvements by ensuring record data integrity across Cases, Requested Items, and Catalog Tasks

• Build and maintain Service Now reports, dashboards, and Performance Analytics indicators for operations, SLA tracking, and management visibility
• Configure catalog task list views and dashboard filters to support fulfiller and depot staff workflows
• Support the architect's SLA simplification initiatives by implementing updated SLA definitions and reporting structures

• Develop platform solutions including business rules, client scripts, UI policies, Flow Designer flows, and custom application logic
• Configure and maintain ITSM, CSM, and HAM Pro modules in…