Service Developer; CSM

Job Title: Service Now Developer (CSM)
Type: Contract to Hire
Compensation: $83/HR
Contractor Work Model: Remote, occasional meetings (Reston, VA)

Must be located in the following states: WV, DE, PA, NC, NJ, NY, FL, TX, MD, VA and DC

System One is seeking a Senior Service Now Developer with strong experience in Customer Service Management (CSM) for a large‑scale digital transformation initiative at a major health insurance client. This role focuses on developing scalable and secure Service Now solutions to streamline customer support workflows, improve automation, and integrate key business functions across the enterprise.

This is a hands‑on leadership role requiring both deep technical expertise in Service Now and strong collaboration with product owners, architects, and other stakeholders. The ideal candidate will also mentor junior developers and support best practices in agile software delivery and Dev Sec Ops .

• Lead technical development on Service Now CSM modules including case management, customer portals, and workflows.
• Design, develop, and implement scalable Service Now solutions using scripting, APIs, UI policies, and integration tools.
• Configure and customize scoped applications to meet specific client needs, including data modeling and portal development.
• Collaborate with cross‑functional teams to translate business requirements into high‑quality Service Now configurations and enhancements.
• Integrate Service Now with external systems via APIs, web services, and middleware.
• Support Dev Sec Ops  practices, including automated testing, version control, and CI/CD.
• Lead technical design sessions, perform code reviews, and establish platform best practices.
• Mentor junior developers and assist in training efforts to scale internal Service Now capabilities.
• Ensure compliance with internal security and architecture standards.
• Participate in roadmap planning, feature scoping, and architectural discussions with product and platform stakeholders.

Required:

• Bachelor’s Degree in Computer Science, Information Technology, or related field (In lieu of a degree, 4 additional years of relevant experience may be considered.)
• 8+ years of software development experience, with 5+ years focused on Service Now.
• Proven experience developing and administering in Service Now CSM (Customer Service Management).
• Strong skills in JavaScript, Glide scripting, Business Rules, Client Scripts, UI Policies.
• REST/SOAP integrations and APIs.
• Service Now Studio and Application Scoping.
• Service Portal development and customization.

Preferred:

• Experience leading development teams and engaging with business stakeholders and product owners.
• Service Now Certified Application Developer (CAD).
• Experience with other modules such as ITOM, CMDB, or SOM.
• Exposure to Agile and SAFe environments.
• Experience in the healthcare or health insurance domain.
• Familiarity with automated testing frameworks in Service Now.

• Strong analytical, troubleshooting, and problem‑solving skills.
• Ability to communicate complex technical concepts to non‑technical stakeholders.
• Demonstrated leadership in cross‑functional environments.
• Capable of working independently while mentoring junior team members.

System One offers eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.

: #851-Rockville-S1