Senior ServiceNow Developer

The Executive Office of Technology Services and Security (EOTSS) is the lead enterprise technology organization for the Commonwealth of Massachusetts. Charged with driving the ongoing alignment of business and technology across the Commonwealth’s Executive Branch, EOTSS oversees and manages the enterprise technology, digital infrastructure and services, as well as the Commonwealth Security Operations Center and an enterprise Standard Operating Environment that includes an information security and risk management framework for over 125 state agencies and over 43,000 state employees.

We directly serve our constituents by providing digital services and tools that enable taxpayers, drivers, businesses, visitors, families and other citizens to do business with the Commonwealth in a way that makes every interaction with government easier, faster, and more secure.

EOTSS is seeking a Senior Service Now Developer to join our Service Now team and Customer Engagement Division. The Senior Service Now Developer will play a key role in maturing the EOTSS Service Now platform. In addition to development activities, this individual should have knowledge of the Asset, Software Asset, Configuration, and Incident and Change Management applications as well as the concepts used in custom application development.

The Senior Service Now Developer will work with key business units to build solutions and processes, provide support and maintenance, continual service improvement, and new capabilities on the Service Now platform.

The primary work location for this role will be at 200 Arlington Street Chelsea, Massachusetts 02150
. The work schedule for this position is Monday through Friday, 9AM to 5PM EST
. This position is expected to follow a hybrid model of reporting to work that combines in-office workdays and work from home days as needed.

All offers of employment into this position are conditional and subject to passing: a Massachusetts Criminal Background Check (CORI); a security clearance (fingerprinting) consistent with IRS and/or public safety requirements; and security training.

• Perform daily administration in support of Incidents and Service Requests related to creating and managing user accounts, group management, bulk uploads of data and other actives.
• Develop and deploy solutions for both Service Now and EOTSS custom applications based on an established SDLC.
• Work with the Service Now Director to maintain an ongoing knowledge of customizations, user pain points and areas for improvement.
• Constantly seek out and identify inefficiencies, develop a plan and implement solutions focused on automation and ease of use.
• Perform Service Now implementation tasks including the deployment of update set, manual data movement, integrations, configurations,
• Maintain the integrity of the Service Now tool across production and non-production environments, including the maintenance of mid-servers and integrations.
• Support the onboarding of new agencies and users onto the Service Now platform.
• Develop clear and concise technical and process documentation, including Unit and User Test Plans as well as knowledge documents.
• Participate in the upgrade cycle for Service Now, including coordination of clones, upgrades and testing (via use of the Automated Test Framework).
• Support the design of Service Now integrations and work with business partners and technical teams on implementation.
• Maintain an understanding of the current Service Now ecosystem within EOTSS, including out of box features, custom applications and integrations to support organization initiatives.
• Maintain an ongoing knowledge of the Service Now product, version upgrades and enhancements, new features, functions and known issues.

• Minimum of 5 years of experience in a specific Service Now Developer role.
• Experience using Service Now Security Operations (Sec Ops), Privacy Management, Integrated Risk Management (IRM), or related Service Now modules to manage vulnerability workflows and remediation efforts.
• Strong understanding of Software Development Lifecycle,…