ServiceNow Developer

DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, DMI is committed to delivering secure, efcient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com

DMI is seeking a ServiceNow Developer to build, configure, and maintain the platform improvements defined by our ServiceNow Architect. This role sits at the center of DMI's managed mobility and helpdesk operations - the work you do directly affects the speed and quality of service delivered to our customers.

Our environment includes a CSM-based helpdesk integrated with Genesys Cloud for phone, chat, and email interactions; an extensive service catalog covering mobility transactions with multi-step catalog task workflows that vary by customer type; and a set of customer integrations connecting external ITSM platforms to our service catalog for automated request submission. Hardware Asset Management (HAM Pro) underpins phone number and device record creation that flows from catalog transactions.

We are in an active improvement cycle. The developer in this role will be executing against a structured maturity roadmap: simplifying record models, rationalizing catalog workflows, building repeatable integration patterns, and improving the fulfiller and agent experience. Strong execution skills, comfort working from architectural direction, and the ability to surface implementation details back to the architect are all essential.

Priority Delivery Areas

CSM & Contact Center Integration

Configure and maintain the CSM workspace to support efficient case handling across phone, chat, and email channels
• Implement and test the Genesys Cloud integration with the ServiceNow CSM workspace, including screen pop, case creation, and activity logging
• Build and refine CSM case flows, assignment rules, SLA definitions, and fulfillment notifications

Service Catalog & Catalog Task Workflows

• Develop and maintain catalog items and their associated catalog task workflows for 20 mobility transaction types
• Implement workflow standardization improvements as defined by the architect, reducing variation while preserving necessary customer-type differences
• Improve fulfiller-facing task guidance, forms, and record layouts to reduce errors and ambiguity in day-to-day operations
• Build and maintain Flow Designer flows and business rules that drive catalog task automation

Customer ITSM Integrations

• Implement REST/SOAP integrations connecting external customer ITSM systems to the DMI service catalog
• Build from reusable integration patterns defined by the architect to reduce per-customer implementation effort
• Develop inbound request handling, record mapping, error handling, and status callback logic for each integration
• Support customer onboarding teams with integration testing, troubleshooting, and documentation

HAM Pro & Asset Record Automation

• Develop and maintain automation that creates and updates hardware asset and phone number records triggered by catalog transactions
• Ensure asset lifecycle actions (provisioning, swap, return, deactivation) are correctly reflected in HAM Pro records
• Support SLA and reporting improvements by ensuring record data integrity across Cases, Requested Items, and Catalog Tasks

Reporting & Operational Visibility

• Build and maintain ServiceNow reports, dashboards, and Performance Analytics indicators for operations, SLA tracking, and management visibility
• Configure catalog task list views and dashboard filters to support fulfiller and depot staff workflows
• Support the architect's SLA simplification initiatives by implementing updated SLA definitions and reporting structures

Roles and Responsibilities

Development & Configuration

• Develop platform solutions including business rules, client scripts, UI policies, Flow Designer flows, and custom application logic
• Configure and maintain ITSM, CSM, and HAM Pro modules in alignment with DMI's managed services workflows
• Perform day-to-day administration of the ServiceNow platform, including approved changes to processes, workflows, and workspace configuration
• Build and maintain UI Builder workspaces and agent-facing views for CSM and fulfiller operations

Integration Development

• Design and implement bidirectional integrations using REST APIs, Integration Hub, and MID Server as appropriate
• Follow integration standards and reusable patterns defined by the architect to ensure consistency and maintainability
• Document integration designs, data mappings, and error handling procedures

Upgrades & Platform Health

• Execute ServiceNow platform upgrades and patches, including regression testing against catalog workflows, integrations, and CSM configuration
• Proactively identify and resolve platform issues; escalate to the architect when architectural decisions are required
• Maintain technical documentation for all configurations, customizations, and integrations

Collaboration & Delivery

• Work directly from designs and requirements provided by the ServiceNow Architect; surface implementation questions and constraints early
• Collaborate with fulfillment teams, depot staff, and helpdesk leads to understand operational pain points and translate them into platform improvements
• Participate in architecture reviews and contribute implementation perspective to design discussions
• Provide accurate effort estimates and status updates to support delivery planning

Education and Years of Experience:

• 3+ years of hands-on ServiceNow development experience, with active work in CSM and service catalog configuration

Required Skills & Certifications:

• Proficiency in ServiceNow scripting: business rules, client scripts, script includes, UI policies, and Flow Designer
• Experience configuring and troubleshooting REST integrations into or out of ServiceNow
• Experience with catalog item and catalog task workflow development, including variable sets, catalog UI policies, and task routing
• Experience with HAM Pro or IT Asset Management, including asset record lifecycle and CI relationships
• Familiarity with SLA configuration, reporting, and Performance Analytics in a multi-customer or multi-team environment
• Ability to work from architectural direction and design specifications without requiring significant hand-holding on technical approach
• Strong written communication skills for documenting configurations, integration specs, and technical decisions

Preferred Skills & Certifications:

• ServiceNow Certified System Administrator (CSA)
• Certified Implementation Specialist in CSM, ITSM, or HAM (one or more)
• Experience integrating ServiceNow with Genesys Cloud or similar CCaaS platforms, including CTI/screen pop configuration and interaction data sync
• Experience in a managed services or multi-customer BPO environment where a single platform instance supports multiple external customers
• Familiarity with mobile device management, telecom provisioning, or BYOD/eSIM/pSIM workflows
• Experience with the Automated Test Framework (ATF) for regression testing catalog and integration logic
• ITIL Foundation certification (v3 or v4)

Core Competencies:

• Execution discipline - translates architectural direction into clean, maintainable platform configuration and code
• Detail orientation - catches edge cases in workflow logic and integration data mapping before they become production issues
• Operational empathy - understands what fulfillers, depot staff, and agents actually need from the platform day-to-day
• Communication - surfaces blockers and tradeoffs clearly rather than making silent decisions that create rework

Citizenship Status Required: No restrictions

Physical Requirements: None required for this position.

Location: Remote, India (must be open to EST hours)

DMI is a diverse, prosperous, and rewarding place to work. Our culture is shaped by five core values that guide how we work, grow, and succeed together:

• Do What's Right - We lead with honesty and integrity.
• Own the Outcome - We take responsibility and deliver.
• Deliver for Our Customers - We are relentless about delivering value.
• Think Bold, Act Smart - We innovate with purpose.
• Win Together - We collaborate and celebrate our success.

These values aren't just ideals-they show up in how we support every part of your well-being:

• Convenience/Concierge - Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.
• Development - Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.
• Financial - Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.
• Recognition - Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.
• Wellness - Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.

DMI values employees for their talents and contributions, and we take pride in helping our customers achieve their goals. Because when we live our values, we all win together.

***************** No Agencies Please *****************

Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.