Job Description

Roles/Responsibilities:

• Solution Design & Development
  • Configure and customize ServiceNow CSM and PSDS applications to meet public sector requirements.
  • Develop workflows, case lifecycles, business rules, and integrations with external government systems.
  • Build portals and self-service experiences tailored for citizens and government staff.
• Implementation & Delivery
  • Collaborate with stakeholders to gather requirements and translate them into technical solutions.
  • Implement proactive service delivery features to improve citizen engagement and transparency.
  • Ensure scalability, maintainability, and compliance with government standards.
• Integration & Support
  • Integrate ServiceNow with legacy systems, CRM, ERP, and external data sources.
  • Provide ongoing support, troubleshooting, and enhancements for CSM and PSDS modules.
  • Maintain documentation of configurations, customizations, and processes.
• Governance & Best Practices
  • Adhere to ServiceNow development standards and coding best practices.
  • Ensure compliance with public sector security, accessibility, and data privacy regulations.
  • Participate in code reviews and contribute to continuous improvement initiatives.

Mandatory Skills:

1. Hands-on experience with ServiceNow CSM and/or PSDS modules.
2. Strong knowledge of ServiceNow architecture, modules, and integrations (REST, SOAP, etc.).
3. Proficiency in JavaScript, Glide API, Flow Designer, and IntegrationHub.
4. Experience with platform security, including user access management and compliance.
5. Experience with Service Portal development and UI/UX customization.
6. 3+ years of ServiceNow development experience.
7. Experience integrating ServiceNow with third-party applications (REST/SOAP APIs).
8. ServiceNow platform upgrades and health scans are a plus
9. 4-6 years' experience- Esri JavaScript API
10. 4-6 years' experience- JavaScript
11. 4-6 years' experience- Communication skills both verbal and written
12. 4-6 years' experience- Process Flow Analysis
13. 4-6 years' experience- SQL Server Reporting Services (SSRS)

Desirable Skills:

1. ServiceNow Certified System Administrator (CSA).
2. Experience in Agile/Scrum environments.
3. Knowledge of public sector service delivery models and citizen engagement strategies.

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