ServiceNow Developer, Senior

Location: Rockville, MD

Work Type: Hybrid Work (Minimum 2 days Onsite - Could extend to a higher amount depending on Client Needs)

Required Clearance: Ability to Obtain Public Trust

Job Title: Service Now Developer, Senior

Job Summary: LCG is seeking a Senior Service Now Developer responsible for designing, configuring, and implementing custom solutions within the Service Now platform, specifically focused on IT Service Management (ITSM) and IT Operations Management (ITOM) modules such as Incident, Change, Request, Knowledge Management, CMDB, Discovery, Service Mapping, Event Management, Asset Management, and Mobile Agent functionalities. This role involves creating and managing custom forms, tables, scripts, and automated workflows, while also collaborating closely with cross-functional teams and system administrators to integrate, upgrade, and maintain seamless interoperability across NIH Service Now instance.

The developer actively supports ongoing platform operations, manages lifecycle upgrades, and monitors system health to ensure optimal performance, security, and usability. Additionally, they serve as a liaison between stakeholders and vendors, advocating user needs, gathering requirements, providing comprehensive training, documentation, and clear communication around upcoming system enhancements and changes.

This position will report directly to the Service Now Technical Lead and will work closely with other SMEs within the Client site and LCG. The position requires two days onsite and three days telework, with the potential to increase onsite presence based on client requirements.

• Design, configure, and develop custom Service Now applications and workflows.
• Develop and support solutions within IT Service Management (ITSM) and IT Operations Management (ITOM) modules, including:
  • Incident, Change, Request, and Knowledge Management
  • Configuration Management Database (CMDB)
  • Service Catalog and Request Fulfillment
  • Discovery and Service Mapping
  • Event Management
  • Asset Management (Preferred- strong real-world implementation experience)
  • Walk-Up Experience and Mobile Agent
• Develop solutions using Service Now App Engine Studio (Preferred- real-world implementation experience).
• Create and manage custom forms, tables, UI policies, client/server scripts, and automated flows.
• Develop and customize Service Portal components; experience with JavaScript, jQuery, and optionally React or Angular frameworks for custom widgets is a plus.

• Collaborate with CIT developers and system administrators to coordinate cross-instance integrations and upgrades between Client Service Now platforms.
• Advocate for stakeholder needs during vendor engagements to influence product changes and improvements.
• Design and implement integrations with external systems using REST APIs (SOAP experience acceptable but REST is preferred).

• Provide support for the Client Service Now environment, resolving incidents and fulfilling service requests.
• Manage platform features, upgrades, and lifecycle maintenance to ensure performance, security, and usability.
• Monitor platform health, usage, and performance metrics to proactively address system issues.
• Independently troubleshoot, resolve, and execute work with minimal supervision-expected to operate at a senior level.

• Gather business and technical requirements from stakeholders to design scalable solutions.
• Provide training, documentation, and knowledge transfer to internal users and administrative staff.
• Communicate upcoming changes, outages, or impacts related to system enhancements or vendor updates.

• Bachelor's degree in Computer Science or related field.
• Minimum of six (6) years of hands‑on Service Now platform experience, primarily as a Developer (with at least one year of administrative experience).
• Service Now certifications:
  • Required:
    
    Certified System Administrator (CSA) and Certified Application Developer (CAD).
  • Preferred:
    Certified Implementation Specialist - ITSM (CIS-ITSM).
• Experience supporting NIH, HHS, or similar federal health…