[Remote] Journeyman Application Developer

Note: The job is a remote job and is open to candidates in USA. GovCIO is hiring a Journeyman Application Developer to support the U.S. Coast Guard’s ServiceNow enterprise environment. The role provides Tier 1 and Tier 2 application support, develops and enhances ServiceNow applications, troubleshoots platform issues, and contributes to Agile delivery and testing.

Responsibilities

• Provide Tier 1 and Tier 2 application support, investigating, troubleshooting, diagnosing, and resolving application incidents and service requests within the ServiceNow environment
• Perform advanced troubleshooting of complex application issues, including configuration, workflow, integration, access, data, and platform-related problems
• Conduct root cause analysis, identify recurring issues and software defects, and implement corrective actions to prevent future occurrences
• Develop, modify, test, and maintain ServiceNow application configurations, business rules, client scripts, UI policies, workflows, and other platform components
• Perform application enhancements and minor-to-moderate development activities based on approved requirements, technical specifications, and user stories
• Troubleshoot and resolve defects through configuration updates, scripting modifications, workflow adjustments, and other appropriate development solutions
• Support application integrations, data exchanges, and troubleshooting of issues involving interfaces between ServiceNow and external enterprise systems
• Manage incidents, problems, service requests, and enhancement records within ServiceNow, ensuring accurate documentation, timely updates, and adherence to established service level agreements (SLAs)
• Serve as a technical escalation resource for complex application support issues, coordinating with Tier 3 development, engineering, and platform administration teams when additional expertise is required
• Fulfill user requests, including access provisioning, permission changes, application configuration, and technical guidance
• Communicate technical findings, resolutions, and workarounds to users and stakeholders, providing follow-up support to ensure complete issue resolution and customer satisfaction
• Analyze customer needs and translate business requirements into technical solutions, enhancement requests, and development specifications
• Participate in Agile ceremonies, including sprint planning, backlog refinement, user story grooming, and development reviews
• Collaborate with product owners, business analysts, developers, and technical leads to estimate development effort, identify technical dependencies, and support implementation of application enhancements
• Develop and execute unit, functional, and regression testing to validate application changes and ensure solutions meet functional and technical requirements
• Support deployment activities, release documentation, configuration management, and post-implementation validation
• Maintain technical documentation, troubleshooting procedures, configuration details, and knowledge articles to support ongoing application operations and knowledge transfer

Skills

• High School with 6-9 years (or commensurate experience)
• Hands-on experience providing Tier 1 and Tier 2 application support, including incident management, advanced troubleshooting, problem resolution, and service request fulfillment
• Demonstrated experience supporting, configuring, and enhancing applications within the ServiceNow platform
• Experience developing or modifying ServiceNow platform components, including business rules, client scripts, UI policies, workflows, forms, and service catalog items
• Ability to investigate complex technical issues, perform root cause analysis, identify application defects, and implement corrective actions
• Experience translating business and functional requirements into technical solutions and application enhancements
• Familiarity with software development lifecycle (SDLC) processes, Agile methodologies, and application testing practices
• Ability to collaborate effectively with stakeholders, business analysts, developers, engineers, and cross-functional technical teams
• Excellent verbal and written communication skills, including technical documentation and customer support
• Active Secret clearance
• Experience supporting the U.S. Coast Guard or similar federal agency enterprise environments
• ServiceNow development experience involving JavaScript, Glide scripting, business rules, client scripts, Script Includes, and Flow Designer
• Experience troubleshooting ServiceNow integrations, APIs, web services, and data exchange processes
• Familiarity with ITIL-aligned best practices, including Incident, Problem, Change, Asset, and Service Level Management
• Experience with ServiceNow administration, application development, workflows, service catalog, CMDB, and platform configuration
• Experience with Agile development environments, sprint execution, backlog management, and release management
• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Application Developer (CAD) or other ServiceNow Developer certifications
• ITIL Foundation Certification

Benefits

• Fully remote position

Company Overview