ServiceNow Development Manager

Description

At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers' success. We empower our teams, contribute to our communities, and operate sustainably. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business.

Seeking an experienced Senior ServiceNow Software Developer, to join an internal service center group under the Digital Modernization Sector and the Repeatable Offerings organization, who will support ServiceNow self-hosted/on-prem implementations and best practices for our Federal Government customers. Responsibilities also include ServiceNow SME support for proposals and opportunity growth under the Practice Area/Repeatable Offerings organization. This is a new position for a self-starter, someone with proven ServiceNow self-hosted experience who can lead a team to further support our customers and their expanding ServiceNow needs.

Primary Responsibilities

• This position is a "hands-on-keyboard" position working as part of a team at a facility in Lorton, VA. This includes ServiceNow development work along with management and Solutions Architect responsibilities.
• Ability to work in office 100% unless otherwise noted by Leadership.
• Primarily support Monday - Friday, 8 hours per day, but also available to support mission critical deadlines in a 24x7x365 environment.
• In-depth knowledge of commonly-used IT concepts, best practices, and procedures within a DoD environment and ServiceNow.
• Support technical direction and oversight for the ServiceNow development team. This includes setting coding standards, performing code reviews, and designing solutions that align with business needs and architectural best practices.
• Serve as the Sr. Developer for complex features and integrations. This involves writing, testing, and debugging code, as well as mentoring junior developers on the team. Including the need to address performance issues and lead efforts to optimize the instance.
• Provide technical guidance and support for ServiceNow IT Service Management (ITSM) and the IT Asset Management (ITAM) module, specifically Software Asset Management (SAM) and Hardware Asset Management (HAM). This includes advising on best practices for configuration and implementation to meet business needs.
• Configure and maintain Discovery to automatically find and classify infrastructure and Service Mapping to build a visual representation of business services and their underlying IT components.
• Experience with UI Actions, UI Policies, Business Rules, Client Scripts, Script Includes, Catalog Client Scripts, Catalog UI Policies, Email Scripts, Roles / Groups.
• Support all technical aspects of a self-hosted ServiceNow instance. This includes instance upgrades, patching, and maintaining the stability and performance of the instance.
• Proactively resolve routine problems and issues, with clearly prescribed solutions.
• Ability to address unplanned/unforeseen issues, including outside of business hours when critical.
• Work closely with cloud infrastructure and engineering teams to manage the self-hosted environment. This includes collaborating on system maintenance, performance monitoring, and resolving infrastructure-related issues.
• Work with all stakeholders including the Enterprise Help Desk (EHD), Business Analysts, Project Managers, and other stakeholders to understand requirements, translate them into technical solutions, and provide technical expertise throughout the project lifecycle. Ability to support requirements gathering, and story writing or review as needed.
• Provides input and assists in editing work documents (e.g. SOPs, IOPs, KBAs, training materials, etc.,) when needed for the EHD Tier 1 team and Program end users related to ServiceNow functionality and processes.
• Must have the ability to adapt to changing work requirements, multiple tasks and priorities, and be able to exercise discretion.
• Develops business process maps using a standard methodology and toolset with ServiceNow. Supports the creation of systems engineering documents and diagrams to support process development.
• Receives a moderate level of guidance and direction, able to work independently and in a team setting while keeping Leadership informed of work completion and any unexpected issues.
• Requires expanded conceptual knowledge in own area of expertise while developing additional skill sets.
• Knowledge and experience with APIs, out of the box and customized, implementations with ServiceNow.
• Ability to represent the team, presenting and requirements elicitation skills in programmatic and customer meetings when the ServiceNow Manager is unavailable. This includes creation of presentations, roadmaps and other artifacts as needed.
• Demonstrates experience building and maintaining constructive relationships among employees, customers, stakeholders, technical teams, other contractors, and Program Management Office (PMO).

The successful candidate will be able to adapt to client needs and support the implementation of the ServiceNow roadmap. You will collaborate with a diverse workforce within a matrix environment and be able to communicate effectively by obtaining and synthesizing requirements from internal and external stakeholders, while working with the team to deliver a ServiceNow implementation that meets our customers' needs.

Clearance Required:

• Active Top Secret/SCI (TS/SCI) clearance or ability to obtain a SCI prior to your start date.
• Ability to complete an investigation for eligibility after your start date.

Required Experience, Skills, and Education:

• Bachelor's degree with a minimum 8 years of prior relevant experience or Master's degree with a minimum 6 years of prior relevant experience. Additional years of experience will be considered in lieu of a degree.
• U.S. Citizen.
• Active CompTIA Security+ certification or ability to obtain prior to your start date.
• Experience ensuring compliance with IT security policies, procedures, and classified environment protocols.
• A minimum of 6 years of hands-on experience developing on the ServiceNow platform.
• Proven experience managing and maintaining a self-hosted ServiceNow instance. This includes in-depth knowledge of the underlying infrastructure components, specifically:
  • Experience with Red Hat Enterprise Linux (RHEL), including system administration, security hardening, and patching.
  • Expertise in MariaDB, including database administration, performance tuning, and backup/recovery strategies. ServiceNow's internal cloud infrastructure also runs on MariaDB, so experience with it is highly relevant.
• Hands-on experience with Microsoft Azure is beneficial, the self-hosted instance will leverage Azure infrastructure for the virtual hosts. Familiarity with Azure services like Virtual Machines, Managed Disks, and Virtual Networking will be helpful in managing the self-hosted components that may reside in the cloud.
• Excellent customer service, communication, organizational and technical skills. Including the ability to effectively communicate complex technical concepts to both technical and non-technical stakeholders. This includes written and verbal communication.
• Demonstrated experience with the ServiceNow ITOM Visibility package. This includes configuring and troubleshooting Discovery and building and maintaining Service Mapping.
• A strong understanding of networking concepts (e.g., routers, switches, firewalls), protocols (e.g., HTTP, TCP, SNMP, SOAP, and REST), and the ability to diagnose connectivity and permission issues.

Preferred Experience, Skills, and Education:

• Certifications such as ServiceNow Certified Application Developer (CAD) or Certified Implementation Specialist (CIS) are a plus.
• A solid understanding of ITIL concepts and how they are applied within the ServiceNow platform.
• Previous experience in a similar managerial or technical role, including mentoring other developers and leading project teams.
• Deep knowledge of the Common Service Data Model (CSDM) and experience with maintaining a clean and accurate Configuration Management Database (CMDB).
• Familiarity with the ServiceNow ITAM modules, with a specific focus on Software Asset Management (SAM) and Hardware Asset Management (HAM). This includes understanding the configuration and implementation of these modules to support asset management processes.
• Experience with Air Force Life Cycle Management Center programs and/or DoD programs.
• Other relevant certifications (e.g., PMP, ITIL, ServiceNow, JIRA, CompTIA, Microsoft Azure, etc.,).

Come break things (in a good way). Then build them smarter.

We're the tech company everyone calls when things get weird. We don't wear capes (they're a safety hazard), but we do solve high-stakes problems with code, caffeine, and a healthy disregard for "how it's always been done."

For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

The Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.