ServiceNow CSM Developer

Job Description

w2 employment only - no C2C or Third Parties, please

US Citizenship is required as this work is for a government agency

Candidates must have an active secret clearance

About the Role

PSR Associates is immediately seeking a ServiceNow CSM Developers to join our team providing support to our client.

Client: Federal Agency - Army

Term: On-going contract

Location: Remote

Job Description:

The program is supporting the Army Acquisition Community and modernization of the back-end procurement processes associated with hardware and software acquisition. The ServiceNow solution is focused heavily on Customer Service Management (CSM), Case Management, workflow automation, approvals, routing, and associated business processes.

As part of a modernization initiative, the client is implementing a ServiceNow-based solution to streamline case intake, workflow management, documentation, and decision tracking. The selected candidate will contribute to the transformation of these processes by helping design, develop, and support automated workflows within the ServiceNow platform.

This modernization effort aims to replace manual processes with a modern, digital workflow environment using ServiceNow, improving efficiency, transparency, and consistency in the review and adjudication of cases.

Key Responsibilities:

Candidates should have recent hands-on ServiceNow development and configuration experience, particularly involving CSM and Case Management.

Day-to-Day Responsibilities

• Configure and maintain the ServiceNow CSM solution.
• Develop and maintain Case Management capabilities.
• Configure case types, forms, fields, queues, assignments, statuses, SLAs, and escalations.
• Develop approval workflows, routing rules, notifications, delegated approvals, and Flow Designer configurations.
• Gather requirements and translate Army acquisition business processes into ServiceNow solutions.
• Configure appropriate ACLs and role-based access controls.
• Conduct testing and troubleshoot application and workflow defects.
• Support defect remediation and solution enhancements.
• Support ServiceNow releases and deployments.
• Maintain technical and functional documentation.
• Provide reporting and knowledge transfer.

Required technical capabilities include:

• ServiceNow CSM and Case Management configuration.
• Configuration of case types, forms, fields, queues, assignments, statuses, SLAs, and escalations.
• Design and configuration of ServiceNow approval workflows, routing rules, notifications, and delegated approvals.
• Hands-on experience with Flow Designer, Business Rules, UI Policies, Client Scripts, ACLs, and scoped applications.
• Configuration of attachments, audit trails, required fields, and role-based access.
• ServiceNow testing, deployment, release management, and technical documentation.
• Ability to gather requirements and translate business requirements into effective ServiceNow solutions.
• Recent experience supporting a Federal Government environment.

Qualifications:

• ServiceNow CSA, CIS-CSM, CAD, or equivalent ServiceNow certification.
• Previous ServiceNow experience within a federal government agency.
• Active Secret clearance.
• Experience developing complex, multi-step approval workflows.
• Experience with structured manual and automated testing.
• Experience with functional, integration, regression, security, and user acceptance testing.
• Agile development experience.
• CI/CD experience.
• ServiceNow platform governance experience.

About the Company

PSR Associates is a consulting and talent solutions firm that connects qualified IT professionals with great opportunities. Whether you're looking for a contract or permanent position, we can help you find the right fit for your skills and experience. We have a team of experienced recruiters who know the IT industry inside and out, and we work with you every step of the way to ensure a smooth and successful transition. PSR Connecting Talent, Crafting Success.