ServiceNow ITSM Developer

CACI International Inc

. Configure and maintain Incident, Problem, Change, Request, and Knowledge Management modules .

Posted 10/16/2026full-timeRemote • Illinois • United StatesJunior💰 $75,200 - $158,100 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in configuring and maintaining ITSM modules, including Incident, Problem, Change, and Request Management, while leveraging ServiceNow capabilities to enhance service delivery and user experience. Proficient in developing workflows, automating processes, and utilizing reporting tools to drive continuous improvement and compliance.

Highest-signal resume keywords

ServiceNow Certified System Administrator (CSA)ServiceNow Certified Implementation Specialist – ITSMService Catalog DevelopmentFlow Designer AutomationBasic JavaScript for Business Rules

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ManagementProblem ManagementChange ManagementRequest ManagementKnowledge ManagementSLA ManagementWorkflow AutomationReporting and DashboardsREST/SOAP IntegrationsServiceNow Configuration

Soft Skills

Problem-SolvingAnalytical AbilitiesClear CommunicationCustomer-Service MindsetCollaborative Team Player

Tools & Technologies

ServiceNowFlow DesignerITIL Best PracticesAgile MethodologiesKnowledge-Centered Service (KCS)

Certifications & Qualifications

ServiceNow Certified System Administrator (CSA)ServiceNow Certified Implementation Specialist – ITSM

Industry Keywords

ITSM ApplicationsService CatalogIT Service DeliveryUser ExperienceProcess Improvement

Tech Stack

Tools & technologies

ITSMJavaScriptServiceNowSOAP

About the role

Key responsibilities & impact

Configure and maintain Incident, Problem, Change, Request, and Knowledge Management modules
Develop and customize workflows, business rules, UI policies, and notifications
Create and maintain Service Catalog items, record producers, and order guides
Configure SLAs, assignment rules, routing, and escalation logic
Build and manage user groups and role-based access
Integrate ITSM applications with internal systems and third-party tools
Design Service Catalog items and fulfillment workflows
Configure catalog variables, variable sets, UI policies, and approval processes
Develop catalog client scripts and maintain catalog categories and user criteria
Enhance self-service capabilities and connect catalog items to backend systems
Automate workflows using Flow Designer and business rules
Build approval flows for Change and Request Management
Configure auto-assignment, workload distribution, reminders, and auto-closure rules
Create scheduled jobs and system integrations
Configure and maintain Knowledge Management structures, workflows, and approval processes
Support Knowledge-Centered Service (KCS) practices
Create templates, articles, analytics configurations, and feedback mechanisms
Develop reports, dashboards, and ITSM performance metrics
Build executive-level dashboards and support compliance reporting
Analyze trends and provide recommendations for continuous improvement
Troubleshoot and resolve ITSM application issues
Provide production support and participate in upgrades, patches, and testing
Document configurations, designs, and procedures
Train end users and support teams on new functionality
Partner with process owners to implement ITIL best practices
Gather and refine requirements with business stakeholders
Collaborate with infrastructure and development teams on integrations
Participate in CAB meetings and Agile ceremonies
Provide knowledge transfer to operational teams

Requirements

What you’ll need

ServiceNow Certified System Administrator (CSA)
ServiceNow Certified Implementation Specialist – ITSM or equivalent hands-on experience
Strong understanding of ServiceNow fundamentals and ITSM applications
Familiarity with ITIL processes
Experience with Service Catalog development and Flow Designer
Basic JavaScript for business rules and client scripts
Knowledge of SLA management, notifications, UI/data policies, and ACLs
Understanding of REST/SOAP integrations
Experience with reporting and dashboards
1–3 years of ServiceNow platform experience
Hands-on configuration of ITSM modules
Experience developing Service Catalog workflows and automation
Understanding of IT service delivery and support models
Exposure to scripting within ServiceNow
Bachelor’s degree or equivalent experience
Active Secret Clearance
Strong problem-solving and analytical abilities
Clear communication with both technical and non-technical audiences
Customer-service mindset and attention to user experience
Ability to translate requirements into scalable solutions
Collaborative team player with a process-improvement mindset

Benefits

Comp & perks

Flexible time off benefit
Robust learning resources
Healthcare benefits
Wellness benefits
Financial benefits
Retirement benefits
Family support benefits
Continuing education benefits
Time off benefits
Competitive compensation
Learning and development opportunities