ServiceNow

• Provide direct leadership and oversight to the ServiceNow Platform Operations team, including administrators, and operational support staff.
• Set clear performance expectations, conduct regular coaching and feedback, and support the professional growth of team members.
• Lead career development planning, skill-building programs, and cross-training to strengthen team capability and resilience.
• Conduct annual performance reviews, contribute to goal setting, and partner with leadership on development planning.
• Identify capacity gaps or performance challenges and provide additional support, mentoring, or corrective action where needed.
• Foster a collaborative, inclusive, and accountable team culture aligned with university values and IT service standards.
• Be a primary operational lead for the ServiceNow platform's core functionality, ensuring execution of daily processes.
• Oversee ticket triage, classification, and resolution across the ServiceNow request, incident, and enhancement queues.
• Conduct ongoing SLA monitoring, performance reporting, and ticket aging analysis to maintain service standards.
• Act as escalation point for complex issues and coordinate with internal and external support teams to lead resolution.
• Manage the end-to-end intake process for platform work requests, from initial business engagement through assignment and execution.
• Collaborate with business units and technical teams to translate stakeholder needs into actionable backlog items.
• Ensure prioritization processes are aligned with university goals, capacity constraints, and platform strategy.
• Partner with leadership to track demand trends and surface important insights to inform resource planning.
• Lead daily SCRUMs and sprint planning meetings, facilitating Agile best practices across the platform operations team.
• Maintain visibility into work in progress, identifying blockers and ensuring understanding on deliverables and timelines.
• Coordinate with developers, administrators, and analysts to balance workloads, manage dependencies, and ensure high-quality execution.
• Support backlog grooming and internal prioritization according to team capacity and our priorities.
• Manage operational schedules for cloning, patching, and other platform maintenance cycles, including communication with impacted teams.
• Support user acceptance testing (UAT) for platform upgrades and major releases, including planning, documentation, and issue tracking.
• Ensure communication between platform users, business SMEs, and developers to ensure readiness for upcoming changes.
• Identify opportunities to reduce manual overhead through automation, standardization, and tooling improvements.
• Promote operational consistency by documenting recurring processes, workflows, and standard operating procedures.
• Partner with platform leadership to evaluate current practices, recommend enhancements, and implement best practices that improve reliability and efficiency.
• Be a operational liaison between internal partners and third-party vendors or Managed Service Providers (MSP).
• Monitor and manage vendor performance, coordinate enhancement cycles, and ensure agreement on contract expectations.
• Communicate platform updates, priorities, and issues to team members and leadership in a timely and professional manner.
• Support vendor onboarding, documentation, and knowledge transfer for external resources.
• Other responsibilities as assigned.

ServiceNow Platform Operations Manager

• Plan, design, and pilot transitioning existing solutions supporting SDLC, security, and operational processes to the ServiceNow platform
• Establish technical foundation and reference implementations for hybrid solutions
• Perform hands-on development and coordinate rollout of new solutions
• Evaluate newly available offerings from vendors to implement additional capabilities

Mid-level ServiceNow System Engineer

• Provide full-spectrum ServiceNow development and platform support.
• Design and implement workflows and wireframes aligned with Government business processes.
• Configure and customize ITSM, ITBM, and ITAM modules.
• Develop dashboards, reports, metrics, and trend-analysis capabilities.
• Create repeatable processes that improve operational efficiency and user experience.
• Translate technical and business requirements into ServiceNow solutions.
• Support software configuration changes, system-design updates, and equipment upgrades.
• Collaborate with Government stakeholders and DevOps teams during development sprints.
• Develop, test, document, and deploy platform enhancements.
• Troubleshoot application, workflow, integration, and performance issues.
• Maintain technical documentation, configuration records, and development standards.
• Support user acceptance testing and validation of new functionality.
• Ensure ServiceNow solutions comply with applicable security and accessibility requirements.
• Provide technical guidance and training to users and administrators.

ServiceNow Developer

• Design and implement solutions to support new features, capabilities, and system integrations within ServiceNow
• Configure, enhance, and maintain ServiceNow platform implementations across ITSM, ITOM, ITAM, and SPM modules following best practices
• Develop and support SPM workflows for idea intake, demand management, project and portfolio management, resource planning, investment prioritization, and reporting
• Develop automation and integration solutions across the ServiceNow platform
• Support ongoing system improvements aligned with mission and customer requirements
• Collaborate with stakeholders to translate portfolio, project, and resource management needs into secure, scalable ServiceNow solutions
• Build and maintain dashboards, reports, and performance metrics that support executive visibility and data-driven decision-making

ServiceNow SPM Application Developer

• Plan, design, and pilot transitioning existing solutions supporting SDLC, security, and operational processes
• Establish technical foundation, design, and reference implementations for developing hybrid solutions
• Perform hands-on development and coordinate rollout of new and updated solutions
• Evaluate newly available offerings from vendors to identify, evaluate, pilot, and implement additional capabilities

• Design, implement, and maintain impactful programs for Federal Government clients
• Organize and coordinate program objectives
• Guide team in navigating requirements, budget constraints, and staffing challenges
• Identify opportunities to grow the business by supporting client’s mission
• Facilitate change and create impact through program management methodologies

ServiceNow Program Manager – Lead

• 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 jobs in Maryland

See all jobs on JobTailor

ServiceNow Platform Operations Manager

Mid-level ServiceNow System Engineer

ServiceNow Developer

ServiceNow SPM Application Developer

Mid-level ServiceNow System Engineer

ServiceNow Program Manager – Lead

Senior ServiceNow Developer

Senior ServiceNow ITSM QA Automation ATF Analyst

ServiceNow Developer, Application Programmer

ServiceNow Developer