Job Description

Overview

We're looking for a ServiceNow Developer to take ownership of an existing ServiceNow (ITSM) implementation that is currently underperforming and slow to evolve.

The foundation of the application is already built, but it requires: Optimization, faster execution of feature requests, improved reporting, templates, and dashboards, and stronger communication across teams and with the client. This role is highly client-facing and requires someone who can bridge development and production, clearly communicate progress, and deliver on a structured development plan.

Contract Context

• Full-Time Contract runs through November 2025 with likely extension into Option Year - 2027
• Looking for someone who can stabilize and scale the platform long-term
• Must be US Citizen and US based

Responsibilities

Optimize & Expand Existing ServiceNow Application

• Take an existing custom-built project analysis tool and fully translate and enhance it within ServiceNow
• Improve current functionality, performance, and usability
• Own ongoing feature requests and enhancements
• Build out missing capabilities such as: Templates, reporting, dashboards, and widgets / Service Portal components

Drive Development to Production Execution

• Work across development and production environments
• Collaborate with: Internal ServiceNow developer and client-side ServiceNow support team
• Ensure faster turnaround on feedback and requests (current major gap)
• Manage update sets, testing, and deployments efficiently

Build a Scalable, Integrated System

• Integrate ServiceNow with: CMMS systems, BUILDER SMS, and other facilities / maintenance platforms
• Support data flow, data quality, and system reliability
• Experience integrating with CMS platforms and facilities systems (Nice to have) 

Own Communication & Client Experience

• Act as a primary point of contact for a highly technical government client
• Clearly communicate: What is being worked on, when it will be delivered, and progress 
• Confidently answer technical questions in real time

Documentation, Training & Visibility

• Create: Training materials and documentation for future developers
• Ensure work is transparent, trackable, and well-documented
• Take pride in delivering work that is clean, structured, and presentable

What Success Looks Like

• Feedback from the client is implemented quickly (not weeks/months)
• Clear development schedules are communicated and followed
• Reporting, templates, and dashboards are fully functional
• Collaboration between teams becomes smooth and responsive
• The ServiceNow platform becomes a reliable, scalable system—not a bottleneck

Required Experience

• 3+ years of ServiceNow Development experience
• Strong experience with ServiceNow ITSM
• Proven ability to:
  • Build and optimize custom applications
  • Develop Service Portal pages, widgets, and workflows
• Experience working across dev → test → production environments
• Strong understanding of:
  • Data integrations
  • System architecture
  • Update sets and deployment processes

Nice to Haves

• Experience with: Facilities / maintenance systems (CMMS, BUILDER SMS), Government or regulated environments, and CMS integrations
• ServiceNow Certifications: Certified Application Developer and Certified Implementation Specialist

Soft Skills (Critical for This Role)

• Clear, proactive communicator (this is a current pain point)
• Able to work quickly and respond in real-time environments
• Comfortable working directly with technical stakeholders
• Highly organized with strong follow-through
• Takes ownership and pride in delivering high-quality work

Client
Client is engaged in a long-term contract with the U.S. Department of Veterans Affairs to develop and implement a new facilities assessment program on a national scale. This project will support the modernization and strategic planning of healthcare infrastructure across the country.

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