ServiceNow Developer

DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, DMI is committed to delivering secure, ef?cient, and cost-effective solutions that drive measurable results. Learn more atDMI is seeking a ServiceNow Developer to build, configure, and maintain the platform improvements defined by our ServiceNow Architect. This role sits at the center of DMI's managed mobility and helpdesk operations — the work you do directly affects the speed and quality of service delivered to our customers.Our environment includes a CSM-based helpdesk integrated with Genesys Cloud for phone, chat, and email interactions; an extensive service catalog covering mobility transactions with multi-step catalog task workflows that vary by customer type; and a set of customer integrations connecting external ITSM platforms to our service catalog for automated request submission. Hardware Asset Management (HAM Pro) underpins phone number and device record creation that flows from catalog transactions.We are in an active improvement cycle. The developer in this role will be executing against a structured maturity roadmap: simplifying record models, rationalizing catalog workflows, building repeatable integration patterns, and improving the fulfiller and agent experience. Strong execution skills, comfort working from architectural direction, and the ability to surface implementation details back to the architect are all essential.Priority Delivery Areas: CSM & Contact Center IntegrationConfigure and maintain the CSM workspace to support efficient case handling across phone, chat, and email channelsImplement and test the Genesys Cloud integration with the ServiceNow CSM workspace, including screen pop, case creation, and activity loggingBuild and refine CSM case flows, assignment rules, SLA definitions, and fulfillment notificationsService Catalog & Catalog Task WorkflowsDevelop and maintain catalog items and their associated catalog task workflows for 20 mobility transaction typesImplement workflow standardization improvements as defined by the architect, reducing variation while preserving necessary customer-type differencesImprove fulfiller-facing task guidance, forms, and record layouts to reduce errors and ambiguity in day-to-day operationsBuild and maintain Flow Designer flows and business rules that drive catalog task automationCustomer ITSM IntegrationsImplement REST/SOAP integrations connecting external customer ITSM systems to the DMI service catalogBuild from reusable integration patterns defined by the architect to reduce per-customer implementation effortDevelop inbound request handling, record mapping, error handling, and status callback logic for each integrationSupport customer onboarding teams with integration testing, troubleshooting, and documentationHAM Pro & Asset Record AutomationDevelop and maintain automation that creates and updates hardware asset and phone number records triggered by catalog transactionsEnsure asset lifecycle actions (provisioning, swap, return, deactivation) are correctly reflected in HAM Pro recordsSupport SLA and reporting improvements by ensuring record data integrity across Cases, Requested Items, and Catalog TasksReporting & Operational VisibilityBuild and maintain ServiceNow reports, dashboards, and Performance Analytics indicators for operations, SLA tracking, and management visibilityConfigure catalog task list views and dashboard filters to support fulfiller and depot staff workflowsSupport the architect's SLA simplification initiatives by implementing updated SLA definitions and reporting structuresDuties and Responsibilities:Development & ConfigurationDevelop platform solutions including business rules, client scripts, UI policies, Flow Designer flows, and custom application logicConfigure and maintain ITSM, CSM, and HAM Pro modules in alignment with DMI's managed services workflowsPerform day-to-day administration of the ServiceNow platform, including approved changes to processes, workflows, and workspace configurationBuild and maintain UI Builder workspaces and agent-facing views for CSM and fulfiller operationsIntegration DevelopmentDesign and implement bidirectional integrations using REST APIs, Integration Hub, and MID Server as appropriateFollow integration standards and reusable patterns defined by the architect to ensure consistency and maintainabilityDocument integration designs, data mappings, and error handling proceduresUpgrades & Platform HealthExecute ServiceNow platform upgrades and patches, including regression testing against catalog workflows, integrations, and CSM configurationProactively identify and resolve platform issues; escalate to the architect when architectural decisions are requiredMaintain technical documentation for all configurations, customizations, and integrationsCollaboration & DeliveryWork directly from designs and requirements provided by the ServiceNow Architect; surface implementation questions and constraints earlyCollaborate with fulfillment teams, depot staff, and helpdesk leads to understand operational pain points and translate them into platform improvementsParticipate in architecture reviews and contribute implementation perspective to design discussionsProvide accurate effort estimates and status updates to support delivery planningEducation and Years of Experience: 3+ years of hands-on ServiceNow development experience, with active work in CSM and service catalog configurationRequired Skills & Certifications: Proficiency in ServiceNow scripting: business rules, client scripts, script includes, UI policies, and Flow DesignerExperience configuring and troubleshooting REST integrations into or out of ServiceNowExperience with catalog item and catalog task workflow development, including variable sets, catalog UI policies, and task routingExperience with HAM Pro or IT Asset Management, including asset record lifecycle and CI relationshipsFamiliarity with SLA configuration, reporting, and Performance Analytics in a multi-customer or multi-team environmentAbility to work from architectural direction and design specifications without requiring significant hand-holding on technical approachStrong written communication skills for documenting configurations, integration specs, and technical decisionsPreferred Skills & Certifications: ServiceNow Certified System Administrator (CSA)Certified Implementation Specialist in CSM, ITSM, or HAM (one or more)Experience integrating ServiceNow with Genesys Cloud or similar CCaaS platforms, including CTI/screen pop configuration and interaction data syncExperience in a managed services or multi-customer BPO environment where a single platform instance supports multiple external customersFamiliarity with mobile device management, telecom provisioning, or BYOD/eSIM/pSIM workflowsExperience with the Automated Test Framework (ATF) for regression testing catalog and integration logicITIL Foundation certification (v3 or v4)Core Competencies:Execution discipline — translates architectural direction into clean, maintainable platform configuration and codeDetail orientation — catches edge cases in workflow logic and integration data mapping before they become production issuesOperational empathy — understands what fulfillers, depot staff, and agents actually need from the platform day-to-dayCommunication — surfaces blockers and tradeoffs clearly rather than making silent decisions that create reworkCitizenship Status Required: Must be a U.S. CitizenPhysical Requirements: None required for this position.Location: Remote (must be open to EST hours)LI-EK1DMI is a diverse, prosperous, and rewarding place to work. Our culture is shaped by five core values that guide how we work, grow, and succeed together:Do What's Right – We lead with honesty and integrity.Own the Outcome – We take responsibility and deliver.Deliver for Our Customers – We are relentless about delivering value.Think Bold, Act Smart – We innovate with purpose.Win Together– We collaborate and celebrate our success.These values aren't just ideals—they show up in how we support every part of your well-being:Convenience/Concierge – Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.Development – Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.Financial – Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.Recognition – Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.Wellness– Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.DMI values employees for their talents and contributions, and we take pride in helping our customers achieve their goals. Because when we live our values, we all win together.***************** No Agencies Please *****************Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.