ServiceNow Developer

Position Description

MIT Lincoln Laboratory is seeking a highly experienced Service Now Developer to support the design, development, and operational excellence of the Laboratory’s Service Now platform. This role is critical to maintaining the integrity, security, scalability, and reliability of Service Now while ensuring alignment with the Laboratory’s mission to deliver high-quality, dependable services in support of national security objectives.

This position serves as a hybrid solution-oriented and hands-on technical role, combining solution design with active development, incident support, testing oversight, and stakeholder collaboration. The Service Now Developer will work closely with Service Now leadership, technical teams, and business partners to evolve the platform in alignment with both near-term operational needs and long-term strategic goals.

• Develop and maintain comprehensive architectural designs for the Service Now platform, ensuring solutions are secure, scalable, maintainable, and aligned with Service Now and ITIL 4 best practices.
• Provide hands-on configuration and development within Service Now, including server-side and client-side scripting, Flow Designer, integrations, and platform configuration.
• Serve as a technical escalation point for Service Now-related incidents, assisting with incident triage, root cause analysis, and implementation of long-term corrective actions.
• Support incident management and operational stability, partnering with service operations teams to reduce recurring issues and improve platform reliability.
• Establish and maintain development standards, coding practices, and quality assurance processes to ensure consistent, upgrade-safe solution delivery.
• Collaborate closely with internal stakeholders to gather requirements, translate business needs into technical solutions, and communicate architectural decisions clearly and effectively.
• Contribute to the definition and enforcement of governance frameworks, including CMDB integrity, role-based access control, data security, and compliance with Laboratory policies and government requirements.
• Support and guide Service Now integrations with other enterprise systems, ensuring secure and reliable data exchange.
• Stay current with Service Now platform releases and enhancements, evaluating new capabilities for alignment with organizational objectives and operational readiness.
• Partner with internal teams and external vendors on platform upgrades, enhancements, issue resolution, and technical research.
• Provide technical mentorship and architectural guidance to administrators and developers to ensure high-quality, sustainable solution delivery.
• Support operational readiness, including participation in scheduled maintenance windows and occasional off-hours or on-call support as required.

• Bachelor’s or Master’s degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.
• 7+ years of experience working with Service Now, including solution architecture and hands‑on development in complex environments.
• Demonstrated experience designing and implementing solutions across multiple Service Now modules, such as ITSM, CMDB, ITOM, HRSD, or similar.
• Proven experience supporting production Service Now environments, including incident management and operational troubleshooting.
• Strong understanding of Service Now architecture, development best practices, and platform security concepts.
• Solid process development and process management skills aligned with ITIL‑based service management practices.
• Exceptional analytical, problem‑solving, and organizational skills.
• Strong interpersonal and communication skills, with the ability to engage effectively with technical and non‑technical stakeholders.
• Ability to obtain and maintain a U.S. Government security clearance.
• Flexibility to support occasional off‑hours work during scheduled maintenance or critical operational events.

• Service Now Certified System Administrator (CSA) and/or Implementation Specialist certification.
• ITIL 4 Foundation certification or equivalent demonstrated knowledge…