ServiceNow Developer CSM/PSDS

Senior ServiceNow Developer – CSM / PSDS (Remote)

Location: Washington, DC (Federal / DoD Environment)

Security Clearance: Active DoD Security Clearance Required

Citizenship: U.S. Citizens Only

Employment Type: Full-Time / Contract

About the Opportunity

We are seeking an experienced Senior ServiceNow Developer – Customer Service Management (CSM) / Public Sector Digital Services (PSDS) to support a mission-critical ServiceNow implementation for a Department of Defense (DoD) customer in the Washington, DC area.

The program is implementing ServiceNow Public Sector Digital Services (PSDS) . Because PSDS is built on core ServiceNow platform and CSM capabilities, candidates with strong hands-on ServiceNow CSM experience are encouraged to apply even if they have limited direct PSDS experience .

The ideal candidate will be a strong hands-on ServiceNow developer with experience designing and developing enterprise applications, workflows, integrations, portals, and case management solutions in complex and secure environments.

Key Responsibilities

• Design, develop, configure, test, and deploy solutions on the ServiceNow platform , including custom applications, workflows, business rules, client scripts, UI policies, Script Includes, Flow Designer, IntegrationHub, and platform automation.
• Develop scalable ServiceNow solutions using JavaScript, Glide APIs, REST/SOAP APIs, ServiceNow data models, ACLs, notifications, scheduled jobs, and other platform capabilities .
• Configure and customize ServiceNow Customer Service Management (CSM) and/or Public Sector Digital Services (PSDS) to support complex case management and constituent/customer service requirements.
• Design and implement case management workflows , including case intake, routing, assignment, task management, escalations, SLAs, approvals, communications, and case resolution.
• Configure and extend CSM/PSDS data models , including cases, accounts, contacts, households/organizations, services, service requests, interactions, and related records as applicable.
• Develop and configure digital intake and self-service experiences , including portals, forms, record producers, service requests, knowledge, and customer/constituent-facing capabilities.
• Build automated workflows using Flow Designer and IntegrationHub to orchestrate case processing and integrate ServiceNow with external enterprise systems.
• Develop and maintain REST/SOAP integrations , Scripted REST APIs, import sets, transform maps, scheduled integrations, and other interfaces between ServiceNow and external applications.
• Configure roles, groups, ACLs, data access controls, and security rules to support secure case management and separation of sensitive information.
• Support ServiceNow Workspace experiences , including Agent Workspace / Configurable Workspace and related CSM or PSDS user experiences.
• Develop reports, dashboards, notifications, and performance metrics supporting case management and operational visibility.
• Troubleshoot complex ServiceNow application, workflow, integration, data, and performance issues across development, test, and production environments.
• Participate in technical design sessions, code reviews, release planning, testing, deployment, and production support activities.
• Develop and maintain technical documentation, configuration documentation, integration specifications, and operational procedures.
• Collaborate with ServiceNow architects, business analysts, product owners, security teams, integration teams, and functional SMEs to translate business requirements into scalable technical solutions.
• Ensure ServiceNow solutions comply with applicable DoD security requirements, RMF, STIGs, NIST standards, and federal cybersecurity requirements .

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• 7+ years of ServiceNow development and implementation experience , with strong hands-on platform development expertise.
• Strong hands-on experience with ServiceNow CSM and/or Public Sector Digital Services (PSDS) .
• Strong understanding of case management processes , including intake, routing, assignment, workflow, SLAs, escalations, communications, and resolution.
• Strong ServiceNow development experience with JavaScript, Glide APIs, Business Rules, Client Scripts, Script Includes, UI Policies, ACLs, and server-side/client-side scripting .
• Hands-on experience with Flow Designer, IntegrationHub, REST/SOAP APIs, Scripted REST APIs, and enterprise integrations .
• Experience developing ServiceNow forms, tables, data models, workflows, notifications, catalog/service request functionality, and custom applications.
• Experience with ServiceNow Workspace / Configurable Workspace and modern ServiceNow user experiences.
• Experience with ServiceNow security, roles, groups, ACLs, and data access controls.
• Strong troubleshooting, debugging, and problem-solving skills across complex ServiceNow environments.
• Experience working through the full ServiceNow development lifecycle, including requirements, technical design, development, testing, deployment, and production support.
• Excellent communication and collaboration skills with both technical and functional stakeholders.

Mandatory Requirements

• U.S. Citizenship required.
• Active DoD Security Clearance required.
• Strong hands-on ServiceNow development experience .
• Experience with ServiceNow CSM and/or PSDS .
• Ability to work in a secure federal government environment.

Preferred Qualifications

• Direct hands-on experience implementing ServiceNow Public Sector Digital Services (PSDS) .
• Advanced experience with ServiceNow Customer Service Management (CSM) and enterprise case management solutions.
• Experience implementing CSM/PSDS for federal, state, local, or defense customers .
• Experience with Agent Workspace / Configurable Workspace, portals, digital intake, knowledge management, and self-service capabilities .
• Experience integrating ServiceNow with enterprise systems using REST/SOAP APIs, IntegrationHub, MID Server, and other integration technologies.
• Experience with additional ServiceNow modules such as ITSM, ITOM, ITAM, HRSD, SPM, or App Engine .
• ServiceNow certifications such as Certified System Administrator (CSA), Certified Application Developer (CAD), CIS-CSM , or other relevant certifications.
• Experience with App Engine Studio, scoped applications, Automated Test Framework (ATF), source control, and ServiceNow DevOps practices .
• Familiarity with DoD STIGs, RMF, NIST, Section 508, and federal cybersecurity/compliance requirements .
• Previous experience supporting Department of Defense or other federal government programs .

Why Join Us?

• Support a high-visibility DoD ServiceNow modernization initiative .
• Work on a large-scale ServiceNow PSDS / CSM implementation supporting mission-critical business processes.
• Design and develop sophisticated case management, workflow, integration, and digital service capabilities.
• Work with experienced ServiceNow architects, developers, functional SMEs, and federal technology professionals.
• Competitive compensation, benefits, and long-term growth opportunities.

Interested candidates with strong ServiceNow CSM and/or PSDS development experience who meet the U.S. Citizenship and Active DoD Security Clearance requirements are encouraged to apply immediately.

Seniority Level

Mid-Senior level

Employment Type

Contract

Suggested LinkedIn Skills

• ServiceNow
• ServiceNow Customer Service Management (CSM)
• Public Sector Digital Services (PSDS)
• ServiceNow Development
• JavaScript
• Case Management
• Flow Designer
• IntegrationHub
• REST APIs
• ServiceNow App Engine