ServiceNow ITSM Developer

The Opportunity:

Join our team as a ServiceNow ITSM Developer, where you’ll play a key role in shaping and enhancing our IT Service Management capabilities. In this role, you will design, implement, and optimize ITSM solutions across the ServiceNow platform to improve service delivery, streamline processes, and create intuitive user experiences. If you enjoy solving problems, building efficient workflows, and collaborating with cross-functional teams, this is an exciting opportunity to grow your expertise and make a meaningful impact.

Responsibilities:

ITSM Application Development & Configuration

• Configure and maintain core ITSM modules including Incident, Problem, Change, Request, and Knowledge Management.
• Develop and customize workflows, business rules, UI policies, and notifications.
• Create and maintain Service Catalog items, record producers, and order guides.
• Configure SLAs, assignment rules, routing, and escalation logic.
• Build and manage user groups and role-based access.
• Integrate ITSM applications with internal systems and third-party tools.

Service Catalog Management

• Design user-friendly Service Catalog items and fulfillment workflows.
• Configure catalog variables, variable sets, UI policies, and approval processes.
• Develop catalog client scripts and maintain catalog categories and user criteria.
• Enhance self-service capabilities and connect catalog items to backend systems.

Process Automation

• Automate workflows using Flow Designer and business rules.
• Build approval flows for Change and Request Management.
• Configure auto-assignment, workload distribution, reminders, and auto-closure rules.
• Create scheduled jobs and system integrations as needed.

Knowledge Management

• Configure and maintain Knowledge Management structures, workflows, and approval processes.
• Support Knowledge-Centered Service (KCS) practices.
• Create templates, articles, analytics configurations, and feedback mechanisms.

Reporting & Analytics

• Develop reports, dashboards, and ITSM performance metrics.
• Build executive-level dashboards and support compliance reporting.
• Analyze trends and provide recommendations for continuous improvement.

Support & Maintenance

• Troubleshoot and resolve ITSM application issues.
• Provide production support and participate in upgrades, patches, and testing.
• Document configurations, designs, and procedures.
• Train end users and support teams on new functionality.

Collaboration

• Partner with process owners to implement ITIL best practices.
• Work with business stakeholders to gather and refine requirements.
• Collaborate with infrastructure and development teams on integrations.
• Participate in CAB meetings and Agile ceremonies.
• Provide knowledge transfer to operational teams.

Qualifications:

Required:

Certifications

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Implementation Specialist - ITSM or equivalent hands-on experience

Technical Skills

• Strong understanding of ServiceNow fundamentals and ITSM applications
• Familiarity with ITIL processes
• Experience with Service Catalog development and Flow Designer
• Basic JavaScript for business rules and client scripts
• Knowledge of SLA management, notifications, UI/data policies, and ACLs
• Understanding of REST/SOAP integrations
• Experience with reporting and dashboards

Experience

• 1-3 years of ServiceNow platform experience
• Hands-on configuration of ITSM modules
• Experience developing Service Catalog workflows and automation
• Understanding of IT service delivery and support models
• Exposure to scripting within ServiceNow
• Bachelor’s degree or equivalent experience
• Active Secret Clearance

Soft Skills

• Strong problem-solving and analytical abilities
• Clear communication with both technical and non-technical audiences
• Customer-service mindset and attention to user experience
• Ability to translate requirements into scalable solutions
• Collaborative team player with a process-improvement mindset

Desired:

• Additional ServiceNow certifications (e.g., CAD, advanced ITSM certs)
• Experience with Virtual Agent, chatbot development, and IntegrationHub
• Experience with ServiceNow Mobile apps
• Familiarity with accessibility and UI/UX best practices
• Advanced scripting experience (GlideRecord, GlideAjax, etc.)

What You Can Expect:

A culture of integrity.

At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose - to ensure the safety of our nation.

An environment of trust.

CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth.

Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground - in your career and in our legacy.

Pay Range:

There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.

Since this position can be worked in more than one location, the range shown is the national average for the position.

The proposed salary range for this position is:

CACI is an Equal Opportunity Employer.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any other protected characteristic.