ServiceNow Developer

Drive process and tooling improvements - Identify gaps and implement automation-first practices to reduce manual effort and improve service quality.

Maintain endpoint monitoring connectivity - Ensure reliable telemetry ingestion via agents, SNMP, WMI, and APIs; manage certificates and credentials across hybrid networks.

Own documentation and knowledge management - Create and maintain runbooks, SOPs,service maps, and workflows in an organized, version-controlled repository;ensure accessibility and periodic review.

Document incidents and problems with observability context - Capture monitoring data in ServiceNow tickets; produce post-incident reviews and maintain a Known Error Database.

Collaborate on change, incident, and problem management - Work with Enterprise Change and Incident Management teams to ensure standardized processes, risk assessments,and communication plans are followed.

Monitor resolution performance and service restoration - Track SLAs, MTTR, and root cause analysis quality; ensure corrective actions are implemented and validated.

Standardized communication and stakeholder updates - Implement structured communication workflows for changes, incidents, and problems; manage distribution lists and enable self-service subscription options.

Ensure compliance with Commonwealth IT policies - Align services with public and enterprise policy objectives; recommend updates to improve reliability,security, and cost efficiency.

Utilize ServiceNow for change management - Create and track Requests for Change, link risk assessments, and validate post-change monitoring health.

Provide SLA reporting and operational metrics - Submit accurate data on availability,incidents, and enhancements for monthly/quarterly SLA reports.

Design and test disaster recovery plans - Define RTO/RPO for network and monitoring infrastructure; execute periodic DR exercises and update plans.

Maintain technical currency - Stay current with emerging monitoring technologies and best practices; pursue relevant training and certifications.

Fulfill Continuity of Government (CoG) obligations - Perform assigned duties during CoG activation, including relocation to alternate sites during catastrophic incidents.

Adhere to IT service management processes - Operate within ITIL-aligned frameworks;contribute to process maturity and compliance audits.

Qualifications

Required

Education/Experience

• • 5+ years of experience in IT infrastructure monitoring, automation, and observability in hybrid environments.
  • Bachelor's Degree in IT/CompSci or related field
• Technical Skills
  • Strong proficiency in PowerShell and at least one other scripting language (e.g., Python, Bash, SQL).
  • Hands-on experience with Azure Monitor, Log Analytics, Ansible, SQL, and KQL.
  • Experience implementing automation using Azure Automation and CI/CD pipelines.
  • Expertise in monitoring platforms such as SCOM, SquaredUp, or equivalent (e.g., Dynatrace, Datadog, Splunk).
  • Knowledge of API integration and secure authentication.
• Process & Frameworks
  • Working knowledge of ITIL 4 practices (Change, Incident, Problem Management).
  • Experience with ServiceNow or similar ITSM platforms.
• Other
  • Strong troubleshooting and root cause analysis skills.
  • Excellent documentation and communication abilities.

Preferred

• Certifications:
  • Microsoft Certified: Azure Administrator Associate or Azure Solutions Architect Expert.
  • ITIL 4 Foundation or higher.
• Experience with:
  • SquaredUp or equivalent dashboarding tools.
  • Disaster Recovery planning and testing.
  • Performance tuning and capacity planning for monitoring platforms.
• Familiarity with:
  • Security best practices for API and automation scripts.
  • Hybrid cloud environments and networking fundamentals.