Senior ServiceNow Developer (ITSM SME)
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). Do NOT repeat the job title as a heading. Do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short
or drop it. Preserve ALL substantive information; do NOT invent or summarize away detail. Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. IMPORTANT: include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text (e.g. "commensurate with experience", "not specified", "N/A", "varies", "TBD") and never create Pay/Schedule/Benefits sections unless the posting actually states them. Prefer a few substantive sections over many thin ones. We need to decide which sections to include. The posting includes Overview (description), Why Acuity? (maybe "About the company" or "Why Acuity?"), Responsibilities, Qualifications, Desired Qualifications, Clearance Requirement, About Acuity, Why You'll Love Working Here (benefits/culture), Salary Range (Pay). Also maybe "Skills" not explicit but could be derived from qualifications. But we should not create sections without real content. We need to map headings: "About the role" maybe corresponds to Overview? The instruction list includes "About the role" as an example heading. We could use that for the overview description. "Responsibilities" heading for responsibilities. "Qualifications" for qualifications (including required and desired). "Benefits" for benefits (Why You'll Love Working Here includes benefits). "Pay" for salary range. "Schedule" not present, so omit. "Skills" maybe not needed if covered in qualifications. We must not repeat job title as heading. So no heading for Lead ServiceNow Developer. We need to preserve all substantive information. Must not drop details like clearance requirement, certifications, etc. We need to remove boilerplate: EEO, equal opportunity, etc. Also remove "Learn more: www.myacuity.com" maybe considered boilerplate? It's not navigation/legal but maybe it's okay to keep? The instruction says remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. "Learn more: www.myacuity.com" is not those, but could be considered navigation? It's a link to learn more; maybe it's okay to keep but it's not substantive? Might be considered application instruction? It's not exactly application instruction. Safer to keep? Might be considered promotional. I'd keep it as part of About Acuity section maybe. We must not include duplicated lines. Ensure we don't repeat. We need to use
- for any list of duties/requirements/benefits, and
for prose. Thus for responsibilities we need a
- with each bullet as
- . For qualifications we need list? Could be bullet list. For benefits also list.
We need to decide sections: About the role (overview), Responsibilities, Qualifications (maybe combine required and desired), Benefits (Why You'll Love Working Here), Pay (salary range). Also maybe "Clearance Requirement" could be part of Qualifications or a separate section? Could be under Qualifications as a bullet.
We need to ensure we don't create sections with filler. All sections have content.
Let's extract content.
Overview paragraph: "Acuity Inc. is growing. We are seeking a Lead ServiceNow Developer (ITSM SME) to support a highly visible federal ServiceNow platform modernization initiative. This role leads the technical implementation of ITSM capabilities across the ServiceNow platform, supporting both platform assessment and enterprise modernization efforts. The developer collaborates closely with the Platform Architect, government stakeholders, and engineering teams to implement configuration-first ServiceNow capabilities aligned with modern ITSM practices and ServiceNow architectural standards. The position requires deep expertise in ITSM process implementation, ServiceNow configuration, and workflow development to deliver scalable, maintainable service management capabilities across the enterprise platform."
We could keep that as prose under About the role.
Why Acuity? paragraph: "If you are passionate about using your skills in IT Modernization, Data Enablement, and Hyperautomation to make a positive impact, you might find a good fit at Acuity. We serve federal agencies as a trusted digital strategy and technology consulting firm, providing innovative technical leadership to support our customers’ critical missions."
That could be part of About the role or maybe a separate "About Acuity"? But we already have About Acuity later. Might combine.
But we have later "About Acuity" section: "At Acuity, your work matters—and so does your experience. We’re a management and technology consulting firm supporting critical federal missions, where you’ll have the opportunity to solve meaningful challenges, work alongside high-performing teams, and make a real impact from day one."
Then "Why You’ll Love Working Here" with bullet points: Grow Your Career, Your Way; Be Part of Something Innovative; Thrive in a People-First Culture; Feel Valued and Rewarded; Join an Award-Winning Team; Bring Your Whole Self To Work; Make Your Impact.
These are benefits/culture.
We also have "Learn more: www.myacuity.com" and EEO statement.
Salary range: "Min USD $170,000.00/Yr. Max USD $175,000.00/Yr." plus explanation.
We need to include Pay section with that info.
Now decide sections:
- About the role (overview + Why Acuity? maybe combine)
- Responsibilities
- Qualifications (including required, desired, clearance)
- Benefits (Why You'll Love Working Here)
- Pay (salary range)
We could also include "About Acuity" as part of About the role or Benefits? But we have Benefits section for Why You'll Love Working Here. The About Acuity paragraph is more about the company; could be included in About the role or maybe a separate "About the company" but not in allowed headings list. The allowed headings list includes About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we should stick to those. So we can put company description in About the role.
Thus About the role will contain: overview paragraph + Why Acuity? + About Acuity paragraph.
Now Responsibilities: list each bullet from "The individual will:" and the subsequent bullet points.
Let's extract responsibilities bullets:
- Lead technical implementation of ServiceNow ITSM capabilities including Incident, Problem, Change, Major Incident, and Knowledge Management.
- Configure and implement ITSM capabilities using configuration-first ServiceNow development patterns aligned with platform best practices.
- Support platform assessment activities by analyzing existing workflows, configurations, scripts, and customization patterns that impact platform maintainability and upgrade readiness.
- Translate ITSM process requirements into scalable ServiceNow configurations, workflows, and service catalog capabilities.
- Configure and maintain ServiceNow platform capabilities including Service Request Management, Knowledge Management, and Employee Center user experiences.
- Develop and configure workflows, flows, business rules, and platform logic using supported ServiceNow development standards.
- Develop and maintain integrations between ServiceNow and external enterprise systems.
- Create Automated Test Framework (ATF) tests to support platform quality, regression testing, and upgrade readiness.
- Work within an Agile delivery model, supporting backlog refinement, story estimation, sprint delivery, and technical implementation of user stories.
- Collaborate with architects, functional leads, and government stakeholders to implement scalable platform capabilities.
- Implement solutions aligned with platform governance standards, configuration-first architecture, and long-term maintainability.
- Maintain technical documentation including configuration standards, implementation documentation, and platform development guidance.
Now Qualifications: required qualifications bullet list:
- Bachelor’s degree from an accredited college or university, preferably in a related technical field.
- Minimum five (5) years of hands-on ServiceNow development experience supporting enterprise ITSM implementations.
- Extensive knowledge of ITIL and ITSM processes.
- Demonstrated experience implementing ServiceNow ITSM capabilities including Incident, Problem, Change, and Knowledge Management.
- Experience configuring and administering ServiceNow platform capabilities.
- Experience developing workflows, business rules, and integrations within the ServiceNow platform.
- Demonstrated strength in technical problem solving, process improvement, and solution implementation.
- Strong interpersonal and collaboration skills working with technical teams and business stakeholders.
- Strong communication and facilitation skills supporting collaboration across technical and functional teams.
- ITIL® Foundation or higher certification.
- ServiceNow Certified System Administrator.
- ServiceNow Certified Application Developer.
Desired Qualifications:
- ServiceNow Certified Implementation Specialist – ITSM
- Clearance Requirement: Ability to obtain and maintain a Public Trust clearance.
We could combine desired qualifications under Qualifications as separate bullet list or note as "Desired". We'll include them as bullets under Qualifications, maybe with a note.
Now Benefits: from "Why You’ll Love Working Here" bullet points:
- Grow Your Career, Your Way: We invest in you with personalized development plans, mentorship, and up to $3,000 annually for training and certifications and up to $3,000 for degree seeking programs—so you can keep building the career you want.
- Be Part of Something Innovative: You’ll work on cutting-edge solutions that support important government missions, in an environment that encourages new ideas and continuous improvement.
- Thrive in a People-First Culture: Collaboration, respect, and support aren’t just values—they’re how we operate. Your voice is heard, your contributions are recognized, and your success is shared.
- Feel Valued and Rewarded: We offer competitive compensation, comprehensive benefits, and a strong focus on work-life balance so you can perform at your best—at work and at home.
- Join an Award-Winning Team: Our employees consistently rank us among the best—earning honors like Best Places to Work (Washington Business Journal, 9+ years) and Top Workplaces (The Washington Post, 2022–2025).
- Bring Your Whole Self To Work: We’re committed to building a diverse, inclusive environment where everyone feels respected, supported, and empowered to succeed.
- Make Your Impact: Join Acuity and be part of a team where your ideas are valued, your growth is supported, and your work drives meaningful outcomes.
We could also include "Learn more: www.myacuity.com" maybe as a link but it's not a benefit; could be omitted as not substantive? It's a call to action; maybe we can keep as a p after benefits? But instruction says remove application instructions; this is not exactly application instruction but could be considered navigation. Safer to omit.
Now Pay: Salary range: Min USD $170,000.00/Yr. Max USD $175,000.00/Yr. plus explanation paragraph about final compensation determination.
We need to include that as prose under Pay.
Now we need to output only HTML fragment, no /, no markdown fences.
We'll produce something like:
About the role
...overview...
...Why Acuity?...
...About Acuity...
Responsibilities
- ... ...
Qualifications
- ... ...
Benefits
- ... ...
Pay
...salary range...
...explanation...
Make sure not to include empty sections. Now we need to ensure we preserve all substantive information. Let's copy the text exactly, but we can adjust minor punctuation? Should preserve meaning. Let's craft the About the role paragraphs: Paragraph 1: "Acuity Inc. is growing. We are seeking a Lead ServiceNow Developer (ITSM SME) to support a highly visible federal ServiceNow platform modernization initiative. This role leads
- . For qualifications we need list? Could be bullet list. For benefits also list.
We need to decide sections: About the role (overview), Responsibilities, Qualifications (maybe combine required and desired), Benefits (Why You'll Love Working Here), Pay (salary range). Also maybe "Clearance Requirement" could be part of Qualifications or a separate section? Could be under Qualifications as a bullet.
We need to ensure we don't create sections with filler. All sections have content.
Let's extract content.
Overview paragraph: "Acuity Inc. is growing. We are seeking a Lead ServiceNow Developer (ITSM SME) to support a highly visible federal ServiceNow platform modernization initiative. This role leads the technical implementation of ITSM capabilities across the ServiceNow platform, supporting both platform assessment and enterprise modernization efforts. The developer collaborates closely with the Platform Architect, government stakeholders, and engineering teams to implement configuration-first ServiceNow capabilities aligned with modern ITSM practices and ServiceNow architectural standards. The position requires deep expertise in ITSM process implementation, ServiceNow configuration, and workflow development to deliver scalable, maintainable service management capabilities across the enterprise platform."
We could keep that as prose under About the role.
Why Acuity? paragraph: "If you are passionate about using your skills in IT Modernization, Data Enablement, and Hyperautomation to make a positive impact, you might find a good fit at Acuity. We serve federal agencies as a trusted digital strategy and technology consulting firm, providing innovative technical leadership to support our customers’ critical missions."
That could be part of About the role or maybe a separate "About Acuity"? But we already have About Acuity later. Might combine.
But we have later "About Acuity" section: "At Acuity, your work matters—and so does your experience. We’re a management and technology consulting firm supporting critical federal missions, where you’ll have the opportunity to solve meaningful challenges, work alongside high-performing teams, and make a real impact from day one."
Then "Why You’ll Love Working Here" with bullet points: Grow Your Career, Your Way; Be Part of Something Innovative; Thrive in a People-First Culture; Feel Valued and Rewarded; Join an Award-Winning Team; Bring Your Whole Self To Work; Make Your Impact.
These are benefits/culture.
We also have "Learn more: www.myacuity.com" and EEO statement.
Salary range: "Min USD $170,000.00/Yr. Max USD $175,000.00/Yr." plus explanation.
We need to include Pay section with that info.
Now decide sections:
- About the role (overview + Why Acuity? maybe combine)
- Responsibilities
- Qualifications (including required, desired, clearance)
- Benefits (Why You'll Love Working Here)
- Pay (salary range)
We could also include "About Acuity" as part of About the role or Benefits? But we have Benefits section for Why You'll Love Working Here. The About Acuity paragraph is more about the company; could be included in About the role or maybe a separate "About the company" but not in allowed headings list. The allowed headings list includes About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we should stick to those. So we can put company description in About the role.
Thus About the role will contain: overview paragraph + Why Acuity? + About Acuity paragraph.
Now Responsibilities: list each bullet from "The individual will:" and the subsequent bullet points.
Let's extract responsibilities bullets:
- Lead technical implementation of ServiceNow ITSM capabilities including Incident, Problem, Change, Major Incident, and Knowledge Management.
- Configure and implement ITSM capabilities using configuration-first ServiceNow development patterns aligned with platform best practices.
- Support platform assessment activities by analyzing existing workflows, configurations, scripts, and customization patterns that impact platform maintainability and upgrade readiness.
- Translate ITSM process requirements into scalable ServiceNow configurations, workflows, and service catalog capabilities.
- Configure and maintain ServiceNow platform capabilities including Service Request Management, Knowledge Management, and Employee Center user experiences.
- Develop and configure workflows, flows, business rules, and platform logic using supported ServiceNow development standards.
- Develop and maintain integrations between ServiceNow and external enterprise systems.
- Create Automated Test Framework (ATF) tests to support platform quality, regression testing, and upgrade readiness.
- Work within an Agile delivery model, supporting backlog refinement, story estimation, sprint delivery, and technical implementation of user stories.
- Collaborate with architects, functional leads, and government stakeholders to implement scalable platform capabilities.
- Implement solutions aligned with platform governance standards, configuration-first architecture, and long-term maintainability.
- Maintain technical documentation including configuration standards, implementation documentation, and platform development guidance.
Now Qualifications: required qualifications bullet list:
- Bachelor’s degree from an accredited college or university, preferably in a related technical field.
- Minimum five (5) years of hands-on ServiceNow development experience supporting enterprise ITSM implementations.
- Extensive knowledge of ITIL and ITSM processes.
- Demonstrated experience implementing ServiceNow ITSM capabilities including Incident, Problem, Change, and Knowledge Management.
- Experience configuring and administering ServiceNow platform capabilities.
- Experience developing workflows, business rules, and integrations within the ServiceNow platform.
- Demonstrated strength in technical problem solving, process improvement, and solution implementation.
- Strong interpersonal and collaboration skills working with technical teams and business stakeholders.
- Strong communication and facilitation skills supporting collaboration across technical and functional teams.
- ITIL® Foundation or higher certification.
- ServiceNow Certified System Administrator.
- ServiceNow Certified Application Developer.
Desired Qualifications:
- ServiceNow Certified Implementation Specialist – ITSM
- Clearance Requirement: Ability to obtain and maintain a Public Trust clearance.
We could combine desired qualifications under Qualifications as separate bullet list or note as "Desired". We'll include them as bullets under Qualifications, maybe with a note.
Now Benefits: from "Why You’ll Love Working Here" bullet points:
- Grow Your Career, Your Way: We invest in you with personalized development plans, mentorship, and up to $3,000 annually for training and certifications and up to $3,000 for degree seeking programs—so you can keep building the career you want.
- Be Part of Something Innovative: You’ll work on cutting-edge solutions that support important government missions, in an environment that encourages new ideas and continuous improvement.
- Thrive in a People-First Culture: Collaboration, respect, and support aren’t just values—they’re how we operate. Your voice is heard, your contributions are recognized, and your success is shared.
- Feel Valued and Rewarded: We offer competitive compensation, comprehensive benefits, and a strong focus on work-life balance so you can perform at your best—at work and at home.
- Join an Award-Winning Team: Our employees consistently rank us among the best—earning honors like Best Places to Work (Washington Business Journal, 9+ years) and Top Workplaces (The Washington Post, 2022–2025).
- Bring Your Whole Self To Work: We’re committed to building a diverse, inclusive environment where everyone feels respected, supported, and empowered to succeed.
- Make Your Impact: Join Acuity and be part of a team where your ideas are valued, your growth is supported, and your work drives meaningful outcomes.
We could also include "Learn more: www.myacuity.com" maybe as a link but it's not a benefit; could be omitted as not substantive? It's a call to action; maybe we can keep as a p after benefits? But instruction says remove application instructions; this is not exactly application instruction but could be considered navigation. Safer to omit.
Now Pay: Salary range: Min USD $170,000.00/Yr. Max USD $175,000.00/Yr. plus explanation paragraph about final compensation determination.
We need to include that as prose under Pay.
Now we need to output only HTML fragment, no /, no markdown fences.
We'll produce something like: