Senior ServiceNow Developer; ITSM SME

Overview

Acuity Inc. is growing. We are seeking a Lead Service Now Developer (ITSM SME) to support a highly visible federal Service Now platform modernization initiative.

This role leads the technical implementation of ITSM capabilities across the Service Now platform, supporting both platform assessment and enterprise modernization efforts. The developer collaborates closely with the Platform Architect, government stakeholders, and engineering teams to implement configuration-first Service Now capabilities aligned with modern ITSM practices and Service Now architectural standards.

The position requires deep expertise in ITSM process implementation, Service Now configuration, and workflow development to deliver scalable, maintainable service management capabilities across the enterprise platform.

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.

The Lead Developer (ITSM SME) works with a multidisciplinary Service Now team to implement and modernize enterprise ITSM capabilities. The individual will:

• Lead technical implementation of Service Now ITSM capabilities including Incident, Problem, Change, Major Incident, and Knowledge Management.
• Configure and implement ITSM capabilities using configuration-first Service Now development patterns aligned with platform best practices.
• Support platform assessment activities by analyzing existing workflows, configurations, scripts, and customization patterns that impact platform maintainability and upgrade readiness.
• Translate ITSM process requirements into scalable Service Now configurations, workflows, and service catalog capabilities.
• Configure and maintain Service Now platform capabilities including Service Request Management, Knowledge Management, and Employee Center user experiences.
• Develop and configure workflows, flows, business rules, and platform logic using supported Service Now development standards.
• Develop and maintain integrations between Service Now and external enterprise systems.
• Create Automated Test Framework (ATF) tests to support platform quality, regression testing, and upgrade readiness.
• Work within an Agile delivery model, supporting backlog refinement, story estimation, sprint delivery, and technical implementation of user stories.
• Collaborate with architects, functional leads, and government stakeholders to implement scalable platform capabilities.
• Implement solutions aligned with platform governance standards, configuration-first architecture, and long-term maintainability.
• Maintain technical documentation including configuration standards, implementation documentation, and platform development guidance.

• Bachelor’s degree from an accredited college or university, preferably in a related technical field.
• Minimum five (5) years of hands‑on Service Now development experience supporting enterprise ITSM implementations.
• Extensive knowledge of ITIL and ITSM processes.
• Demonstrated experience implementing Service Now ITSM capabilities including Incident, Problem, Change, and Knowledge Management.
• Experience configuring and administering Service Now platform capabilities.
• Experience developing workflows, business rules, and integrations within the Service Now platform.
• Demonstrated strength in technical problem solving, process improvement, and solution implementation.
• Strong interpersonal and collaboration skills working with technical teams and business stakeholders.
• Strong communication and facilitation skills supporting…