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Tech Stack
Tools & technologiesITSMServiceNow
About the role
Key responsibilities & impact- Support configuration and testing of Now Assist for ITSM features including incident summarization and resolution note generation, following technical guidance from the Lead Developer
- Assist with generative AI prompt tuning tasks and validate AI outputs against client quality and compliance standards prior to environment promotion
- Contribute to AI Search setup, document indexing configuration, and Knowledge Base governance rule implementation
- Execute user acceptance testing scripts for AI-driven capabilities and document results ahead of production promotion
- Develop and configure ITSM workflows, forms, UI Policies, Client Scripts, and notifications as directed by the Lead Developer
- Build and maintain Flow Designer automations and service catalog items aligned to client operational requirements
- Implement CI linkage enforcement on Incident and Change records; support legacy data cleanup and field rationalization activities
- Document all configuration changes accurately in update sets, change records, and engagement tracking tools
- Assist with CMDB data quality analysis including identification of orphaned CIs, duplicate records, and misclassified assets
- Support Discovery scope analysis and data ingestion review for third-party sources as directed
- Contribute to IRE reconciliation rule review and help document current-state findings for planning and assessment artifacts
- Execute unit and integration tests across lower environments per established test plans; log defects, track remediation, and re-test fixes prior to controlled production promotion
- Participate in sprint reviews, daily standups, and technical working sessions with the Lead Developer and client stakeholders
- Maintain configuration documentation including update set logs, test results, and environment-level change records throughout the engagement
Requirements
What you’ll need- Three to five years of hands-on ServiceNow configuration and implementation experience
- Solid working knowledge of ITSM modules including Incident, Problem, Change, Service Catalog, and Knowledge Management
- Proficient with Flow Designer, Business Rules, Client Scripts, UI Policies, Update Sets, and basic GlideRecord scripting
- Experience executing structured test plans, writing test cases, and documenting defects in multi-environment ServiceNow deployments
- Familiarity with Now Assist, AI Search, or generative AI features in ServiceNow; demonstrated willingness to develop hands-on expertise on engagement
- Working understanding of CMDB structure, CI classes, and basic Discovery concepts
- Experience working in Agile or structured delivery frameworks with a Lead Developer or Architect providing technical direction
- Strong written communication skills for configuration documentation, test artifacts, and status reporting
- Comfortable collaborating with both technical and non-technical stakeholders in a regulated federal environment
- Second CIS certification in a relevant domain (Customer Service Management, ITOM, or equivalent)
- Certified Application Developer (CAD)
- Exposure to federal IT environments or compliance-driven ServiceNow implementations
- Hands-on experience configuring or testing Now Assist features including incident summarization or AI Search
- Familiarity with CMDB data quality concepts, IRE configuration, or ServiceNow Discovery
- Experience contributing to Integration Hub configurations or REST API-based integrations within ServiceNow
- Performance Analytics or reporting experience including dashboard configuration and indicator setup
Benefits
Comp & perks- Health insurance
- 401(k) matching
- Flexible work arrangements
- Professional development opportunities
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
ServiceNow configurationITSM modulesFlow DesignerBusiness RulesClient ScriptsUI PoliciesGlideRecord scriptingCMDB structureDiscovery conceptsIntegration Hub configurations
Soft Skills
strong written communicationcollaboration with stakeholderswillingness to develop expertiseparticipation in sprint reviewstechnical working sessions
Certifications
CIS certificationCertified Application Developer (CAD)