Senior ServiceNow Platform Engineer

Acuity Inc. is growing! We are looking to staff Senior ServiceNow resources supporting one of our premier federal clients.

Acuity is focused on building cutting edge, functional applications for many government agencies. We are a team of “doers” with a bias towards action and have a proven track record of implementing innovative technology solutions to solve complex challenges. Our team believes in the importance of usability, user experience (UX), and design within our applications. We seek to break the stereotype of clunky government applications. We use modern design and project management tools such as rapid prototyping and agile development methodologies to build and customize solutions that are easy to use and effective at meeting their business objectives. We think of the applications we have developed as products and work to ship those products in months instead of years. 

We're seeking a highly skilled Senior ServiceNow Platform Engineer to play a pivotal role in the development, maintenance, and optimization of our self-hosted ServiceNow instance within an AWS environment. You'll collaborate with cross-functional teams to ensure the platform aligns with business processes, delivers seamless user experiences, and drives efficiency across our organization.

Only candidates residing in DC, MD or VA will be considered per this government customer.

A Senior ServiceNow Platform Engineer for self-hosted ServiceNow Instances on AWS Cloud would be responsible for the design, implementation, administration, and continuous optimization of the ServiceNow platform within the AWS environment. This includes managing the core ServiceNow infrastructure, ensuring high availability and scalability, performing upgrades, developing custom applications and integrations, and troubleshooting complex platform issues. The engineer would have knowledge of AWS services (EC2, VPC, S3, RDS, etc.) and how they host a ServiceNow Instance. They would also champion security best practices, implement monitoring and automation strategies, and proactively collaborate with internal teams to deliver exceptional ServiceNow-based solutions.

• Platform Development and Enhancement: Design, implement, and customize ServiceNow products (ITSM, ITOM, SPM, SecOps, etc.) to meet evolving business requirements.
• AWS Integration and Administration: Drive seamless integration between ServiceNow and core AWS services (EC2, S3, RDS, etc.). Proactively monitor and maintain the health of the ServiceNow instance within the AWS environment.
• Automation and Orchestration: Develop workflows, scripts, and integrations to automate routine tasks, streamline processes, and enhance the platform's overall efficiency.
• Custom Application Development: Build custom applications on the ServiceNow platform tailored to specific organizational needs.
• Troubleshooting and Support: Provide expert-level troubleshooting for complex ServiceNow issues, ensuring minimal downtime and rapid resolution.

• Best Practices and Documentation: Champion ServiceNow development best practices. Thoroughly document implementations, configurations, and processes for easy knowledge transfer and maintenance.
• Mentorship and Training: Guide and mentor junior team members, fostering knowledge sharing and professional development.
• Provides expert advice on the ITSM Product Suite, including Incident Management, Problem Management, Change Management, and relationships of these applications to the CMDB
• Provides application support for the configuration of platform capabilities to include Knowledge Management, Service Request Management, and Service Portal
• Deploys core functionality in an out-of-the-box ServiceNow system 
• Generates workflows and integrations with the latest ServiceNow technologies
• Generates Automated Test Framework (ATF) tests associated with code produced
• Works as part of an agile scrum team, supporting story point estimation, managing stories through their lifecycle, and actively participating in agile ceremonies
• Handles multiple tasks by prioritizing based on client need and ensuring quality standards and work performance
• Works as part of a team on client engagements
• Quickly adapts to dynamic customer environments and adjusts their processes to foster innovation

• Bachelor’s degree from an accredited college or university, preferably in a related field
• Minimum of four (4) years of progressively responsible experience in operations, business management, technology strategy, project management, analysis, and planning or policy development
• Extensive knowledge in ITIL and ITSM processes
• Proven ability in problem-solving, process improvement, and change management
• Experience configuring and administering ServiceNow
• Strong interpersonal and team orientation skills in working with various levels of technical and business-oriented individuals
• Experience: Minimum of 5+ years of hands-on experience as a ServiceNow Developer/Engineer, with at least 2 years in a senior capacity.
• Certifications: ServiceNow Certified Application Developer (CAD), ServiceNow Certified Implementation Specialist (CIS) highly preferred.
• Technical Expertise: Deep understanding of ServiceNow modules (ITSM, ITOM, etc.), JavaScript, AngularJS, Jelly Scripting, ServiceNow REST APIs, and web technologies.
• AWS Proficiency: Solid working knowledge of AWS architecture, key services, and integration patterns with ServiceNow.
• Problem-Solving Mindset: Strong analytical and troubleshooting skills, with the ability to resolve complex technical issues.
• Communication and Collaboration: Excellent communication skills to work effectively with technical and non-technical stakeholders.

Desired Qualifications

• ServiceNow Certified Application Developer
• Certified Implementation Specialist in: ITSM
• Prior experience in a consulting environment, preferably within the intel sector

Clearance Requirements:

• Must have active TS/SCI with Poly