ServiceNow

• Develop custom workflows utilizing modern web technologies
• Configure out of the box workflows and create/maintain custom workflows
• Integrate ServiceNow applications with 3rd party partners
• Troubleshoot and resolve problems
• Provide strong development and project on-track and on-task

Senior ServiceNow Developer

• Use SN Agile and related tools to track testing progress, defects, risks, dependencies, and quality metrics across ServiceNow delivery work.
• Participate in Agile ceremonies including sprint planning, backlog refinement, and retrospectives.
• Participate in requirements reviews, backlog grooming, and sprint planning to identify test scenarios, risks, and impacts to ServiceNow ITSM workflows.
• Work with the project team during sprint planning to identify risks and potential system impacts.
• Develop, document, and execute test plans, test cases, and test scripts for ServiceNow enhancements and releases.
• Perform functional, regression, and user acceptance testing for ServiceNow ITSM modules, workflows, and web-based applications.
• Partner with developers and platform administrators to troubleshoot issues, validate fixes, and support root-cause analysis for ServiceNow defects.
• Execute test cases, document defects with clear reproduction steps, and partner with developers to support bug fixes and change requests.
• Review user stories and acceptance criteria and create test scenarios and scripts for ServiceNow enhancements using clear, traceable test documentation.
• Develop and maintain test plans (automated where applicable, eg ServiceNow ATF, Playwright, or other testing tools), test cases, regression suites, and validation documentation for ServiceNow releases, update sets, and new functionality.
• Support testing for ServiceNow platform upgrades, patches, and configuration changes to confirm stability across ITSM processes.
• Advise on and advocate for rigorous QA processes and documentation on projects and within the organization.
• Conduct demos or training necessary for the successful execution of the project.
• Communicate effectively with a wide variety of technical and non-technical audiences.

Senior ServiceNow ITSM QA Automation ATF Analyst

• - Serve as the primary technical resource for sustaining and supporting ServiceNow applications and modules.
• - Troubleshoot and resolve incidents, defects, and user‑reported issues, performing root‑cause analysis and implementing corrective and preventive actions.
• - Support platform upgrades, patching, and configuration changes to maintain system stability, performance, and compliance.
• - Configure, enhance, and maintain workflows, forms, business rules, and platform components.
• - Support new development efforts within defined scope, ensuring solutions follow best practices for maintainability, scalability, and security.
• - Implement enhancements to meet evolving business and operational requirements.
• - Collaborate with analysts and stakeholders to understand operational needs, clarify requirements, and identify underlying process gaps.
• - Translate business requests into logical workflows, technical specifications, and implementation plans.
• - Recommend process improvements and automation opportunities; document workflows, configurations, and support procedures.
• - Support administration and maintenance of Microsoft 365 environments across development, test, and production.
• - Maintain and enhance solutions built using Power Apps, Power Automate, Power BI, and SharePoint Online.
• - Assist with integrations between Microsoft 365 tools and ServiceNow; coordinate with internal development teams on shared solutions.
• - Provide subject matter expertise and technical guidance to IT and cybersecurity staff on solutions built using ServiceNow, Microsoft 365, Archer, and related technologies.
• - Support knowledge transfer, documentation, and best‑practice adoption across the technical team.

ServiceNow Developer, Application Programmer

• Collaborate with the National Oceanic and Atmospheric Administration (NOAA) to develop an application within the ServiceNow platform.
• Enable users to enter facility project requirements and information, prioritize developed projects, and create templates required for various funding avenues within the National Marine Fisheries Service (NMFS).
• Work with NOAA NMFS to develop an application that retrieves work items needed from BUILDER SMS and preventative maintenance requirements from NMFS’ preferred Computerized Maintenance Management System (CMMS).
• Create the associated training manuals and/or presentations to equip the NMFS Facilities’ staff with the knowledge to use the application developed.
• Sole developer of an updated facilities project management application in ServiceNow.
• Serve as the subject matter expert for assisting and providing guidance for all aspects of the application developed in ServiceNow.
• Support continuous CMMS and BUILDER SMS integration as needed per client request.
• Ensure data quality between the CMMS, BUILDER, Real Property, and other databases.
• Create code documentation to ensure future developers can easily make modifications and perform maintenance on the application.
• Regularly communicates with customers/clients to discuss CMMS implementation progress, review CMMS data, and provide recommendations for improving CMMS data.
• Perform other related duties as assigned.
• Manage ServiceNow installations for the cyber and strategic risk teams.
• Create go-to-market proof-of-concept applications on the ServiceNow platform.
• Create rational, competency-based technological designs from functional specifications.
• Create new ServiceNow procedures and workflows.
• Create unique service portal pages and widgets to aid the business organization.
• Review and walk through the code of junior team members.
• Oversee the development of the ServiceNow solution according to industry best practices to ensure system compliance.
• Create thorough and organized test plans and suites.
• Estimate, organize, plan, and prioritize testing-related tasks.
• Determine, record, and track software flaws.
• Conduct rigorous regression testing of corrected flaws.
• Take part in User Access Testing (UAT) to get feedback from the UAT Team, ITIL process owners, and clients.
• Control update sets for the code base’s transfer to test and production environments.
• Oversee ServiceNow administration, planning, and maintenance.

ServiceNow Developer

• Lead the definition, development, and implementation of ServiceNow solutions in a dynamic, agile IT Service Management (ITSM) environment
• Bridge the gap between mission stakeholders and technical teams, ensuring the ServiceNow platform evolves to meet operational needs while promoting enterprise-wide adoption through effective training, communication, and change management
• Translate mission needs into actionable user stories and prioritized backlogs for the ServiceNow development team, ensuring alignment with organizational goals
• Collaborate with internal customers, business process owners, and cross-functional teams to gather requirements, define success criteria, and continuously refine platform strategy
• Work closely with developers, testers, and Scrum Masters in Agile ceremonies such as daily standups, sprint planning, reviews, and retrospectives to ensure timely delivery of features and enhancements
• Support ServiceNow platform governance by enforcing standards, ensuring alignment with enterprise architecture, and maintaining configuration integrity
• Develop and deliver user training, documentation, and internal communications to increase platform literacy and user adoption across the organization
• Lead change management efforts associated with new ServiceNow releases or capability rollouts, minimizing disruption and maximizing value delivered
• Monitor platform usage, gather user feedback, and analyze metrics to drive continuous improvement initiatives

ServiceNow Product Owner

• Install, configure, troubleshoot, upgrade, and maintain self-hosted ServiceNow implementations.
• Create custom workflows.
• Build service requests to meet business and technical requirements.
• Develop views and reports as needed.
• Implement integrations and process automation using ServiceNow Orchestration.
• Perform system, integration, and Section 508 compliance testing.
• Monitor application health, usage, and compliance.
• Assess current ServiceNow usage and recommend enhancements to improve efficiency.
• Develop scripts to automate routine tasks.
• Train and mentor junior team members.

ServiceNow Administrator – Government

• Develop, configure, and customize the ServiceNow platform to fit business requirements.
• Create and manage workflows, UI Policies, UI Actions, Client Scripts, and ACLs.
• Design and implement data interfaces with other enterprise application systems.
• Collaborate with cross-functional teams to identify and prioritize business requirements.
• Implement ServiceNow best practices for development, configuration, and customization using No code/Low code.
• Participate in agile development processes, providing input and feedback to improve overall team performance.
• Utilize scripting techniques to develop custom widgets and solutions in the Service Portal.
• Assist in designing and updating Service Portal front-end components.
• Perform production deployment tasks in preparation for releases.
• Maintain an understanding of ServiceNow database hierarchies and design principles.
• Write clean, efficient, and maintainable code.
• Assist in providing technical support and guidance to team members.

• design, implement, and maintain impactful programs by guiding Federal Government clients toward successful and scalable ServiceNow implementations
• organize and coordinate program objectives
• lead a team navigating requirements, budget constraints, and staffing challenges
• identify opportunities to grow the business by supporting client’s mission
• broaden expertise in problem management, strategic planning, reviewing contracts, etc.
• facilitate change and create impact while sharing knowledge and expertise of program management methodologies

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