ServiceNow Software Designer III

About the role

The NMS IT Software Designer will provide expert knowledge of network management systems, operating systems, commercial software, government software, and full integration of toolsets and servers. This position requires office presence a minimum of 5 days per week and is only located in the location(s) posted.

Responsibilities

• Oversee and guide team members in the deployment, administration, development, and integration of the ServiceNow suite of tools on RHEL and Windows operating systems, while facilitating collaboration with database developers on MariaDB requirements.
• Lead the team in utilizing Agile, Scrum, and SDLC methodologies to coordinate, track, and deliver projects efficiently, fostering a culture of continuous improvement and accountability.
• Carefully coordinate with Project Managers and Technical Leads, ensuring clear communication of team progress, risks, and technical challenges.
• Direct integration efforts with Cisco Network Services Orchestrator, GOTS, and other enterprise tools, assigning integration tasks and ensuring successful outcomes.
• Oversee the creation and maintenance of technical documentation by the team, ensuring accuracy and completeness for operations users and providing user handoff training as needed.
• Maintain IT system and application performance/availability while responding proactively to emerging issues.
• Lead the team in hardening and securing systems, supporting Risk Management Framework (RMF) authorization and accreditation (A&A) efforts, and ensuring all engineered solutions are compliant.
• Guide the automation and orchestration of ServiceNow deployment activities using modern tools and methods (Ansible, Python, Terraform, PowerShell), and mentor the team in best practices for testing, validation, and verification.
• Manage the troubleshooting, diagnosis, and resolution of complex system and service issues, overseeing Root Cause Analysis (RCA) and driving continuous improvement.
• Direct system performance analysis and tuning activities, ensuring solutions are efficiently configured and optimized by the team.
• Lead engineering projects and technical processes through the Systems Development Life Cycle (SDLC), ensuring the team meets deliverables, achieves positive outcomes, and stays within scope and budget.
• Oversee the delivery of well-developed and engineered solutions as deployable packages, ensuring Operations teams can transition solutions to production environments with minimal manual intervention and high success rates.

Requirements

• Compliance with Department of Defense (DoD) 8140.03 (8570) Information Assurance Technical (IAT) Level 2.
• At least 16 years of experience, a combination of work history and education, which can be a doctorate and 8 years of experience, or a master’s and 10 years, or a bachelor’s and 12 years, or an associate’s and 14 years, or HS and 16 years.
• Information Assurance Technical (IAT) Level 2 certification.
• At least 5 years of relevant ServiceNow experience, a combination of work history, education, and training.
• ServiceNow Certified System Administrator certification.
• At least one other advanced ServiceNow certification.
• Team Leadership experience.
• Highly motivated, able to work independently with both local and geographically diverse team members, using effective time management skills to meet deliverable timelines.
• Experience working within concept, design, engineering, production, and sustainment phases of ServiceNow system development lifecycle.
• Experience with at least one of (Agile, Scrum, SDLC).
• Able to work with minimal supervision to perform complex technical tasks and lead others effectively.
• Experience processing and analyzing information and trouble calls submitted by a customer (e.g., system administrator, developer, security specialist), making determinations, and providing and implementing solutions.
• Proven experience automating the implementation and configuration of ServiceNow technologies to support large scale enterprise solution deployments and configuration management efforts.
• Hands-on experience with developing, evaluating, assessing, and refining automated testing, validation, and verifications methods.
• Excellent client-facing and internal communication skills.
• Exceptional organizational skills, including attention to detail, multitasking, and critical thinking skills.
• Skilled in working within a team environment within a professional office setting.
• Skilled in the ability to focus study and research to rapidly solve specific problems.
• Excellent and clear written documentation skills.
• Excellent self-study to achieve advanced training as required by the team and the program.
• Thriving within a highly dynamic and changing environment while adapting and managing shifting customer priorities.
• Excellent verbal communication skills.
• Working knowledge of Service Now or other ITSM.
• Experience working with Microsoft Office products: Word, Excel, PowerPoint, and Outlook.
• Experience innovating in a collaborative environment.
• Advanced system architecture, design, and integration.
• Experience with databases. Ideally including MariaDB.
• Required cross-platform and integration experience including Windows, Linux, Juniper, and Cisco.
• Demonstrated experience developing and scripting within ServiceNow using languages such as JavaScript, as well as integrating ServiceNow with external systems using Java, Python, Perl, or PowerShell.

Desired

• CompTIA Security+ or equivalent.
• ISC^2 CISSP or equivalent.