Service Desk and ServiceNow Developer

Service Desk and ServiceNow Developer responsible for developing, maintaining, and optimizing the Service Desk Now ticketing system for IT trouble calls, working closely with the Cybersecurity Service Desk support team for an IC client.

Requirements

• 2+ years of experience with ServiceNow service desk development
• Experience designing, configuring, and developing ServiceNow applications to enhance the IT ticketing system and ensure efficient handling of trouble calls
• Experience in implementing, configuring, and supporting ServiceNow or service desk systems in an IT environment and managing integrations between ServiceNow and other IT systems
• Experience customizing workflows, scripts, business rules, UI policies, client scripts, and notifications within the ServiceNow platform to meet operational requirements
• Experience with conducting testing of new solutions, participating in user acceptance testing (UAT), and supporting deployment
• Knowledge of ITIL processes and ServiceNow ITSM applications
• Ability to work closely with IT staff and stakeholders to understand technical needs, gather requirements, and develop tailored solutions
• Active TS/SCI clearance; willingness to take a polygraph exam
• HS diploma or GED and 7+ years of experience in an IT environment, Associate’s degree and 5+ years of experience in an IT environment, or Bachelor’s degree and 3+ years of experience in an IT environment
• DoD 8570.01-M Information Assurance Technician (IAT) Level II Certification, including Security+ CE, CCNA-Security, GSEC, SSCP, CySA+, GICSP, or CND
• Experience creating and maintaining technical documentation for configurations, customizations, and system integrations
• Experience in JavaScript, HTML, CSS, and other web development languages
• Experience with Agile development methodologies
• Experience with IT Operations Management (ITOM) or IT Asset Management (ITAM)
• Knowledge of data privacy and security standards in an IT environment
• Ability to identify opportunities for workflow automation and process improvement to enhance the IT trouble call process
• Ability to provide second-tier support for enterprise cybersecurity enterprise systems, help to troubleshoot issues, alignment to proper service groups for resolution and manage ticket and incident backlog for timely resolution
• Bachelor's degree in Information Technology, Computer Science, or a related field
• ServiceNow Certified Application Developer or similar certification

Benefits

• health, life, disability, financial, and retirement benefits
• paid leave, professional development, tuition assistance, work-life programs, and dependent care
• full-time and part-time employees working at least 20 hours a week on a regular basis are eligible to participate in Booz Allen’s benefit programs
• recognition awards program acknowledges employees for exceptional performance and superior demonstration of our values