ServiceNow Developer

SkyePoint Decisions is a leading Cybersecurity Architecture and Engineering, Critical Infrastructure and Operations, and Applications Development and Maintenance IT service provider headquartered in Dulles, Virginia with operations across the U.S. We provide innovative enterprise-wide solutions as well as targeted services addressing the complex challenges faced by our federal government clients. Our focus is on enabling our clients to deliver their mission most efficiently and effectively – anytime, anywhere, securely.

We combine technical expertise, mission awareness, and an empowered workforce to produce meaningful results.

SkyePoint Decisions is seeking an experienced Service Now Developer with ITSM REST API experience to design and implement the bidirectional Service Now integration within a Power Automate and Azure OpenAI environment. Unlike a traditional ITSM integration that only creates tickets, this role must implement a complete ticket lifecycle integration: searching for existing remediation tickets based on email content, retrieving ticket context for AI enrichment, and updating tickets with correspondence and resolution guidance.

The developer will also configure custom fields, work note schemas, and assignment routing to support the analyst workflow.

This position is based on-site at the Beltsville, MD office, with occasional travel to the Washington, DC office.

Responsibilities:

• Implement Service Now ITSM REST API integration from Power Automate: ticket search by CVE identifier, asset name, post/location, and username extracted from inbound emails.
• Design and implement ticket lookup logic that handles partial matches, multiple open tickets for the same user, and cases where no matching ticket is found (triggering the ask-the-user conversational flow).
• Build the ticket context retrieval workflow: given a matched ticket, extract vulnerability description, CVE identifier, affected asset, assigned group, current status, prior work notes, and scan finding details for injection into the AI prompt context.
• Implement the ticket update workflow: append inbound email content, AI-generated guidance, analyst name, response timestamp, and case  (AAA-YYYY-NNNN) as a structured work note on the SNOW ticket.
• Implement thread tracking: subsequent emails in the same thread are matched to the same SNOW ticket and appended as additional work notes, maintaining a complete correspondence record.
• Configure custom fields on the SNOW Incident table to support the AI integration: _ID, _Score, _Category, .
• Configure assignment group routing and SLA rules appropriate to the vulnerability remediation workflow.
• Work with the Power Platform Developer to design the ask-the-user fallback flow when automatic ticket matching fails.
• Provide API credential provisioning guidance to the SNOW team to establish secure service account access.
• Produce Service Now integration documentation and support handoff to steady-state operations.

Required Qualifications:

• 3+ years of experience developing Service Now integrations using the ITSM REST API (Table API, Glide Record, or equivalent)
• Demonstrated experience with Service Now incident record search, read, update, and work note operations via REST API
• Experience configuring custom fields, form layouts, and business rules on Service Now Incident tables
• Experience with Power Automate or similar workflow tools as the calling system for Service Now API operations
• Experience with Service Now ITSM in a federal government or highly regulated environment
• Active Top Secret security clearance OR ability to obtain TS within program timeline (interim clearance accepted to start).
• US Citizenship is required.

Preferred Qualifications:

• Active Top Secret clearance.
• Service Now Certified System Administrator (CSA) or Certified Application Developer (CAD) certification.
• Experience with Service Now Security Operations (Sec Ops / SIR) module in addition to ITSM.
• Experience integrating Service Now with AI or ML platforms for ticket enrichment.
• Familiarity with vulnerability management workflows (Qualys or Tenable integration with SNOW).
• Experience supporting DoD, or federal civilian agency ITSM environments.
• Experience with Service Now Gov Cloud instance configuration.

Compensation:

Salary Range: $130,000-$160,000

The SkyePoint Decisions salary range for this position is a general guideline only. It represents an estimated range for this position and is just one piece of our total compensation package.

Salary at SkyePoint is determined by various…