ServiceNow ITSM Senior Developer

Overview

Acuity Inc. is growing! We are looking for technically advanced Service Now Developers to support a high-impact federal engagement. This role requires deep platform expertise across ITSM, ITOM, and CMDB, with a focus on building scalable, compliant, and automation-rich solutions. Candidates should be proactive, agile-minded, and capable of driving delivery from architecture through implementation.

Acuity, Inc. is a leading management and technology consulting firm that specializes in serving the federal government. Our innovative, collaborative and rewarding work environment has earned repeat honors from the Washington Business Journal's Best Places to Work and Smart

CEO Corporate Culture awards.

If you are passionate about using your skills in IT Modernization, Data Enablement, and Hyperautomation to make a positive impact, you might find a good fit  serve federal agencies as a trusted digital strategy and technology consulting firm, providing innovative technical leadership to support our customers’ critical missions.

• Lead configuration and engineering of Service Now ITSM, ITOM, and CMDB modules, including Discovery, Service Mapping, Event Management, and CI lifecycle workflows.
• Design and develop scalable automation using Flow Designer, Business Rules, Script Includes, and UI Policies, optimizing operational efficiency and.
• Build and maintain custom Service Portal components using Bootstrap, Angular
  
  JS, and core Service Now technologies, with accessibility compliance (508/WCAG) in mind.
• Architect and implement integrations with third-party systems using REST, SOAP, and MID Server patterns, with robust error handling and data validation.
• Maintain CMDB accuracy and integrity through reconciliation rules, transform maps, dependency mapping, and automated CI discovery.
• Enforce platform governance by managing configuration consistency across dev, test, staging, and production environments; support version control, rollback planning, and update set hygiene.
• Participate in Agile ceremonies, contribute to backlog refinement, and drive sprint-based delivery of tested, production-ready features.
• Conduct stakeholder workshops, translate functional needs into technical specifications, and deliver demos that drive user adoption and business alignment.
• Serve as a platform SME, mentoring junior developers, reviewing code for security and performance, and advising on Service Now roadmap alignment with agency goals.

• 5 or more years of hands‑on experience developing and configuring solutions on the Service Now Platform, with a focus on enterprise‑scale environments.
• 2 or more years of direct configuration experience with IT Service Management (ITSM) and IT Operations Management (ITOM) modules, including workflows, request models, incident/problem/change, and operational visibility features.
• Bachelor’s degree in Computer Science, Information Systems, Engineering, Business, or equivalent experience in a related technical field.
• Proficient in Service Now development using JavaScript, Jelly, REST/SOAP APIs, XML, HTML, and CSS.
• Strong expertise in CMDB architecture, including CI classes, discovery patterns, reconciliation rules, and service dependency mapping.
• Deep experience configuring out‑of‑the‑box and custom solutions, including business rules, script includes, UI policies, and Flow Designer.
• Proven ability to lead and facilitate stakeholder workshops, conduct platform demos, and translate business needs into technical solutions.
• Excellent written and verbal communication skills with experience supporting both technical teams and business stakeholders.
• Customer‑facing experience in solution delivery, production support, or platform sustainment.

Desired Qualifications

• Experience delivering Service Now solutions in a federal or public sector environment, including working within compliance or audit frameworks.
• Hands‑on experience with Service Now Discovery, Event Management, Service Mapping, and CMDB health dashboards.
• Familiarity with managing multiple Service Now environments and implementing configuration control, release governance, and update set lifecycle processes.
• Knowledge…