ServiceNow Developer CSM​/PSDS

Senior Service Now Developer – CSM / PSDS (Remote)

Location: Washington, DC (Federal / DoD Environment)

Security Clearance: Active DoD Security Clearance Required

Employment Type: Full-Time / Contract

We are seeking an experienced Senior Service Now Developer – Customer Service Management (CSM) / Public Sector Digital Services (PSDS) to support a mission-critical Service Now implementation for a Department of Defense (DoD) customer in the Washington, DC area.

The program is implementing Service Now Public Sector Digital Services (PSDS). Because PSDS is built on core Service Now platform and CSM capabilities, candidates with strong hands-on Service Now CSM experience are encouraged to apply even if they have limited direct PSDS experience
.

The ideal candidate will be a strong hands‑on Service Now developer with experience designing and developing enterprise applications, workflows, integrations, portals, and case management solutions in complex and secure environments.

• Design, develop, configure, test, and deploy solutions on the Service Now platform
  , including custom applications, workflows, business rules, client scripts, UI policies, Script Includes, Flow Designer, Integration Hub, and platform automation.
• Configure and customize Service Now Customer Service Management (CSM) and/or Public Sector Digital Services (PSDS) to support complex case management and constituent/customer service requirements.
• Design and implement case management workflows
  , including case intake, routing, assignment, task management, escalations, SLAs, approvals, communications, and case resolution.
• Configure and extend CSM/PSDS data models
  , including cases, accounts, contacts, households/organizations, services, service requests, interactions, and related records as applicable.
• Develop and configure digital intake and self-service experiences
  , including portals, forms, record producers, service requests, knowledge, and customer/constituent-facing capabilities.
• Build automated workflows using Flow Designer and Integration Hub to orchestrate case processing and integrate Service Now with external enterprise systems.
• Develop and maintain REST/SOAP integrations
  , Scripted REST APIs, import sets, transform maps, scheduled integrations, and other interfaces between Service Now and external applications.
• Configure roles, groups, ACLs, data access controls, and security rules to support secure case management and separation of sensitive information.
• Support Service Now Workspace experiences
  , including Agent Workspace / Configurable Workspace and related CSM or PSDS user experiences.
• Develop reports, dashboards, notifications, and performance metrics supporting case management and operational visibility.
• Troubleshoot complex Service Now application, workflow, integration, data, and performance issues across development, test, and production environments.
• Participate in technical design sessions, code reviews, release planning, testing, deployment, and production support activities.
• Develop and maintain technical documentation, configuration documentation, integration specifications, and operational procedures.
• Collaborate with Service Now architects, business analysts, product owners, security teams, integration teams, and functional SMEs to translate business requirements into scalable technical solutions.
• Ensure Service Now solutions comply with applicable DoD security requirements, RMF, STIGs, NIST standards, and federal cybersecurity requirements
  .

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• 7+ years of Service Now development and implementation experience
  , with strong hands-on platform development expertise.
• Strong…