ServiceNow Sr. Software Developer - ITSM CSM

Job Description:

We are looking for an experienced Senior ServiceNow Developer to join our skilled ServiceNow implementation practice supporting U.S. Federal customers. The ideal candidate will bring expertise in IT Service Management (ITSM) and Customer Service Management (CSM), implementing complex, enterprise-level business solutions that leverage the full power of the ServiceNow platform. As a member of our cross-functional team, this role involves developing custom solutions, enhancing platform capabilities, and ensuring alignment with industry best practices to support client needs.

Responsibilities

• Develop and configure ServiceNow ITSM modules, including but not limited to Incident, Problem, Change, Knowledge, Continual Improvement, and Request Management.
• Implement and optimize CSM functionalities such as case management, knowledge portals, virtual agents, and proactive service workflows.
• Integrate ServiceNow with external systems using APIs and ServiceNow connectors.
• Ensure the platform is scalable and performant by developing and implementing governance standards for upgrades and stability.
• Work closely with internal teams and client stakeholders to gather requirements, design solutions, and ensure alignment with strategic goals.
• Prepare and present technical documentation and other deliverables for diverse audiences, both internal and external.
• Mentor junior developers to ensure adherence to platform best practices and optimal use of the ServiceNow platform.
• Lead troubleshooting efforts for complex technical issues, performing root cause analysis, and implementing necessary bug fixes.
• Collaborate with team members to create technical designs, estimate project efforts, and track progress against project milestones.
• Contribute to Agile development processes, ensuring consistent delivery of high-quality solutions. 

Required

• Bachelor's degree, or equivalent experience in related technical discipline
• Four (4) years of development experience with the ServiceNow platform
• Must be eligible to meet government eligibility requirements.

Preferred

• ServiceNow Certified System Administrator (preferred)
• ServiceNow Certified Application Developer (preferred)
• Experience with Java scripting, Angular JS (preferred)
• Agile/Scrum related certifications (preferred)
• ServiceNow ITSM and/or CSM related Foundations training or CIS Certification (preferred)
• ITIL v3 or v4 Certification (preferred)
• Previous Federal Consulting Experience

#LI-Remote

Perks of working at NetImpact Strategies

• Your health comes first – we offer comprehensive medical, dental, & vision insurance that starts the first of the month after you join the team
• Invest in your future – 401(k) Plan – Immediately vested employer contributions; no matching required
• Work hard, play hard – we offer a generous Paid Time Off (PTO) policy and observe ALL ten (10) federal holidays
• Pawsitively pawesome – Pet Insurance (because our little critters are part of our families, too!)
• Invest in your education – Tuition reimbursement, internal training programs, & company-sponsored industry certifications
• Be part of a dynamic and collaborative work environment recently ranked by The Washington Post as a Top Work Place in 2019, 2021,2022, & 2023!
• Have fun and celebrate and give back – Team building activities, community volunteering, quarterly HQ days, & an offsite annual awards banquet

ABOUT US

NetImpact Strategies Inc. (NetImpact) has been a Trusted Advisor driving impact through digital transformation for the Federal Government for over a decade. We solve complex problems with innovation and agility to create meaningful, transformative, and enduring change. As Trusted Advisors, NetImpact professionals partner with customer agencies to deliver solutions that empower them to not only meet their missions but also realize their strategic vision through agile, outcome-focused solutions addressing both strategic and tactical requirements. We design and implement comprehensive, tailored solutions that are both mindful of the client's culture and organizational dynamics. NetImpact’s core values and commitment to a customer and results-oriented delivery approach has propelled our growth and enabled us to deliver impactful value across Strategic Consulting, Process Automation, Cloud, DevSecOps, Data and Analytics, and Cyber Security for the Federal Government.

ACCESSIBILITY NOTE

NetImpact Strategies is committed to complying with all applicable provisions of the Americans with Disabilities Act, as amended (“ADA”), and applicable state and local laws. It is NetImpact’s policy not to discriminate against any qualified person or applicant with regard to any terms or conditions of employment on the basis of such individual’s disability. Consistent with this policy of non-discrimination, NetImpact will provide reasonable accommodations to an individual with a disability, as defined in the ADA or applicable law, who has made NetImpact aware of his/her disability, unless doing so would cause undue hardship to NetImpact. If you are an applicant and need reasonable accommodation when applying for job opportunities within NetImpact, or request reasonable accommodation to utilize NetImpact’s online employment application, please contact careers@netimpactstrategies.com.

EQUAL OPPORTUNITY EMPLOYER

NetImpact is committed to the development of a creative, diverse, and inclusive work environment. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at NetImpact will be based on merit, qualifications, and abilities. NetImpact does not discriminate against any person because of race, color, creed, religion, sex (including gender identity, sexual orientation, and pregnancy), marital status, national origin, disability, age, veteran status, genetic information or any other characteristic protected by federal, state, and local laws (referred to as "protected status").