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Leidos · 3 months ago

ServiceNow Development Manager

Lorton, VA

Full-time

Onsite

Mid, Senior Level

$126K/yr - $228K/yr

6+ years exp

Leidos is seeking an experienced ServiceNow Software Development Manager to join their internal service center group under the Digital Modernization Sector. The role involves supporting ServiceNow self-hosted implementations, providing technical direction to the development team, and collaborating with various stakeholders to meet customer needs.

ComputerGovernmentInformation ServicesInformation TechnologyNational SecuritySoftware

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

This position is a “hands-on-keyboard” position working as part of a team at a facility in Lorton, VA. This includes ServiceNow development work along with management and Solutions Architect responsibilities

Ability to work in office 100% unless otherwise noted by Leadership

Primarily support Monday - Friday, 8 hours per day, but also available to support mission critical deadlines in a 24x7x365 environment

In-depth knowledge of commonly-used IT concepts, best practices, and procedures within a DoD environment and ServiceNow

Provide technical direction and oversight to the ServiceNow development team. This includes setting coding standards, performing code reviews, and designing solutions that align with business needs and architectural best practices

Serve as the primary developer for complex features and integrations. This involves writing, testing, and debugging code, as well as mentoring developers (junior through senior levels) on the team. Including the need to address performance issues and lead efforts to optimize the instance

Provide technical guidance and support for ServiceNow IT Service Management (ITSM) and the IT Asset Management (ITAM) module, specifically Software Asset Management (SAM) and Hardware Asset Management (HAM). This includes advising on best practices for configuration and implementation to meet business needs

Configure and maintain Discovery to automatically find and classify infrastructure and Service Mapping to build a visual representation of business services and their underlying IT components

Experience with UI Actions, UI Policies, Business Rules, Client Scripts, Script Includes, Catalog Client Scripts, Catalog UI Policies, Email Scripts, Roles / Groups

Manage all technical aspects of a self-hosted ServiceNow instance. This includes managing instance upgrades, patching, and maintaining the stability and performance of the instance

Proactively resolve routine problems and issues, with clearly prescribed solutions

Ability to address unplanned/unforeseen issues, including outside of business hours when critical

Work closely with cloud infrastructure and engineering teams to manage the self-hosted environment. This includes collaborating on system maintenance, performance monitoring, and resolving infrastructure-related issues

Work with all stakeholders including the Enterprise Help Desk (EHD), Business Analysts, Project Managers, and other stakeholders to understand requirements, translate them into technical solutions, and provide technical expertise throughout the project lifecycle. Ability to support requirements gathering, and story writing or review as needed

Provides input and assists in editing work documents (e.g. SOPs, IOPs, KBAs, training materials, etc.,) when needed for the EHD Tier 1 team and Program end users related to ServiceNow functionality and processes

Must have the ability to adapt to changing work requirements, multiple tasks and priorities, and be able to exercise discretion

Develops business process maps using a standard methodology and toolset with ServiceNow. Supports the creation of systems engineering documents and diagrams to support process development

Receives a moderate level of guidance and direction, able to work independently and in a team setting while keeping Leadership informed of work completion and any unexpected issues

Requires expanded conceptual knowledge in own area of expertise while developing additional skill sets

Knowledge and experience with APIs, out of the box and customized, implementations with ServiceNow

Ability to represent the team, presenting and requirements elicitation skills in programmatic and customer meetings. This includes creation of presentations, roadmaps and other artifacts as needed

Demonstrates experience building and maintaining constructive relationships among employees, customers, stakeholders, technical teams, other contractors, and Program Management Office (PMO)

Fulfill all Leidos managerial responsibilities even if that requires additional time beyond the normal in office workday

Qualification

ServiceNow developmentSelf-hosted ServiceNowServiceNow ITSMServiceNow ITOM VisibilityRed Hat Enterprise LinuxMariaDBMicrosoft AzureNetworking conceptsCompTIA Security+ITIL conceptsSoft skillsTeam leadership

Required

Bachelor's degree with a minimum 8 years of prior relevant experience or Master's degree with a minimum 6 years of prior relevant experience

Generally has a minimum of 4 years of experience supervising or leading teams or projects

U.S. Citizen

Active CompTIA Security+ certification or ability to obtain prior to your start date

Experience ensuring compliance with IT security policies, procedures, and classified environment protocols

A minimum of 6 years of hands-on experience developing on the ServiceNow platform

Proven experience managing and maintaining a self-hosted ServiceNow instance. This includes in-depth knowledge of the underlying infrastructure components, specifically: Experience with Red Hat Enterprise Linux (RHEL), including system administration, security hardening, and patching

Expertise in MariaDB, including database administration, performance tuning, and backup/recovery strategies. ServiceNow's internal cloud infrastructure also runs on MariaDB, so experience with it is highly relevant

Hands-on experience with Microsoft Azure is beneficial, the self-hosted instance will leverage Azure infrastructure for the virtual hosts. Familiarity with Azure services like Virtual Machines, Managed Disks, and Virtual Networking will be helpful in managing the self-hosted components that may reside in the cloud

Excellent customer service, communication, organizational and technical skills. Including the ability to effectively communicate complex technical concepts to both technical and non-technical stakeholders. This includes written and verbal communication

Demonstrated experience with the ServiceNow ITOM Visibility package. This includes configuring and troubleshooting Discovery and building and maintaining Service Mapping

A strong understanding of networking concepts (e.g., routers, switches, firewalls), protocols (e.g., HTTP, TCP, SNMP, SOAP, and REST), and the ability to diagnose connectivity and permission issues