ServiceNow Developer, Principal

Location:Rockville, MD

Work Type:Hybrid Work (Minimum 2 days Onsite - Could extend to a higher amount depending on Client Needs)

Required Clearance:Ability to Obtain Public Trust

Sponsorship:No sponsorship assistance is available for this position.

Job Title:Service Now Developer, Principal

Job Summary:LCG is seeking a Principal Service Now Developer responsible for co‑leading the design, architecture, configuration, and implementation of complex, enterprise‑wide solutions within the Service Now platform, specifically focused on IT Service Management (ITSM) and IT Operations Management (ITOM) modules such as Incident, Change, Request, Knowledge Management, CMDB, Discovery, Service Mapping, Event Management, Asset Management, and Mobile Agent functionalities.

This role serves as a one of the senior technical authorities and platform architect for the NIH Service Now instance, driving strategic platform decisions, establishing development standards, ensuring architectural integrity, and mentoring junior developers. The Principal Developer will oversee custom forms, tables, scripts, integrations, and automated workflows while collaborating closely with cross‑functional teams, system administrators, and vendors to ensure seamless interoperability, performance optimization, and long‑term platform scalability.

The Principal Developer actively co‑leads lifecycle upgrades, governance processes, platform modernization initiatives (including App Engine Studio and AI capabilities such as Now Assist), and continuous improvement efforts. This individual serves as a primary technical liaison between stakeholders, leadership, and vendors, translating enterprise requirements into scalable technical solutions while ensuring alignment with federal IT governance standards.

This position reports directly to the Service Now Technical Lead and works closely with Client SMEs and LCG leadership. The role requires two days onsite and three days telework, with potential increases in onsite presence based on client requirements.

• Lead architecture, design, and development of enterprise‑grade Service Now applications and workflows.
• Establish development standards, governance controls, and best practice across the platform.
• Provide technical oversight for ITSM and ITOM modules, including
  • Incident, Change, Request, and Knowledge Management
  • Configuration Management Database (CMDB)
  • Service Catalog and Request Fulfillment
  • Discovery and Service Mapping
  • Event Management
  • Asset Management (strong real‑world implementation experience required)
  • Walk‑Up Experience and Mobile Agent
• Lead and govern solutions built using Service Now App Engine Studio.
• Architect and oversee custom forms, tables, UI policies, client/server scripts, and automated flows.
• Lead Service Portal design and modernization initiatives; strong JavaScript expertise required (React or Angular preferred for custom widget development).
• Provide technical leadership on adoption of Now Assist (AI) and future roadmap enhancements.

• Architect and implement complex integrations with external systems using REST APIs (REST preferred; SOAP acceptable).
• Provide oversight of Integration Hub implementations and mid‑server configurations.
• Coordinate cross‑instance integrations and upgrades across Client Service Now environments.
• Serve as primary technical escalation point for complex platform issues.
• Lead vendor technical engagements and advocate for stakeholder needs to influence product improvements.
• Mentor and guide junior and senior developers, promoting knowledge sharing and technical excellence.

• Lead platform upgrades, patching strategy, and lifecycle governance.
• Monitor platform performance, health metrics, and security posture.
• Identify and remediate architectural risks and technical debt.
• Ensure compliance with federal IT governance, documentation, and audit standards.
• Drive CI/CD and Dev Ops best practices within the Service Now development lifecycle.

• Lead enterprise‑level requirements gathering…