Job Title: Service Now Platform Engineer

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: Secret

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Continental US

The Opportunity:

We are looking for a Service Now Engineer to support our customer to provide a common set of EIT services across the enterprise to implement a consistent, high-quality experience for users across all mission environments and enable the customer to transition focus from network operations to mission operations. The Service Now Engineer will support our DoD customer to implement an enterprise IT service delivery model that provides consistent, secure, high-quality, and cost-effective services to enable mission success and improve end user experience across the customer environment.

On this program, we deliver capabilities and services to implement and operate an Enterprise IT Service Management (EITSM) solution, enterprise service desk and advanced analytics/reporting.

The ideal candidate will be capable of managing the Service Now platform and be passionate about continuous improvement within the IT service delivery environment.

Responsibilities:

• Configure and customize Service Now ITSM modules (Incident, Problem, Change, CMDB, etc.) to meet specific business requirements and improve workflow efficiency.
• Be a key contributor with integrations and data within the Service Now system.
• Provide technical specification and implementation of Service Now integrations across multiple source systems.
• Provide expertise on technical components related to development and integrations on Service Now.
• Develop the technical solutions, implements them, and performs the component integration tests.
• Understand the business needs and the needs to standardize processes and build this into the design.
• Understand the large-scale thinking and approach needed for success of the project.
• Develop and maintain server-side and client-side scripts (Business Rules, Client Scripts, UI Policies, etc.), workflows, and integrations using JavaScript, Glide API, and other Service Now development tools.
• Design, develop, and implement integrations between Service Now and other enterprise systems using REST APIs, SOAP, JDBC, and other integration methods.
• Design and develop custom reports and dashboards using Performance Analytics, metrics, and indicators to track key performance indicators (KPIs) and provide actionable insights.
• Manage and maintain the Service Now platform, including upgrades, patching, performance monitoring, and troubleshooting of platform issues.
• Address problems of systems integration, compatibility, and multiple platforms.
• Collaborate with business stakeholders, process owners, and other IT teams to gather requirements, design solutions, and ensure alignment with business objectives.
• Assist in the evaluation and recommendation of application software packages, application integration and testing tools.
• Create and maintain comprehensive technical documentation, including design specifications, configuration guides, and operational procedures.

Qualifications:

*Required: *

• US Citizenship is required
• Active DoD Secret clearance or ability to obtain and maintain
• 12 Years of relevant experience (Bachelor’s Degree in relevant field may be substituted for 5 years of relevant experience).
• Must meet 8570/8140 DoD Cyber Workforce Compliance requirement – Will be required to get IAT Level II certification within 60 days of hire if not already obtained.
• Advanced experience with Service Now implementations with a minimum 5 years of hands-on experience implementing and configuring Service Now solutions in a complex enterprise environment.
• Experience with development and implementation of Service Now ITSM and ITOM modules
• Incident Management, Problem Management, Configuration Management, Asset Management.
• Deep understanding of Service Now architecture, data model, and best practices.
• Proficient in JavaScript, including experience with server-side scripting (Glide API) and client-side frameworks (e.g., AngularJS, React).
• A fundamental understanding of ITSM, ITIL and CMDB
• Ideal candidate must be self-motivated with a proven track record in ITSM technologies and comfortable in the dynamic.
• Candidate must be organized and analytical, adept at working in a team environment, able to handle multiple priorities in a fast-moving environment.
• System integration experience using web services and other web-based technologies such as XML, HTML, AJAX, CSS, HTTP, REST/SOAP.
• Strong communication, Strong presentation and writing skills.
• Excellent troubleshooting skills with ability to demonstrate influence in a consultative fashion to stakeholders and other team members.
• Understands technical and functional design requirements related to Service Now.
• Experience in creating and maintaining internal technical documentation, manuals, policies, and processes as it relates to operating and running the Service Now platform.
• Good ability to anticipate issues and formulate remedial actions.
• Strong analytical and problem-solving skills.
• Excellent technical, diagnostic, and troubleshooting skills to identifying data discrepancies, and resolving issues.
• Ability to collaborate with Developers, Program Managers, Testers, and Production Support Engineers to implement innovative technical solutions via iterative approach reducing time to delivery.
• Experience managing and maintaining cloud Service Now instances (in the DoD IL4 space).

Desired:

• Ability to contribute to the development of program architecture and standards.

• Experience in Continuous integration, Continuous Deployment (CI/CD) and Dev Sec Ops processes and tools.

• Experience with data modeling, data warehousing, and ETL processes.

• Experience with a variety of scripting languages such as Python.

• Familiarity with data visualization tools such as Tableau or Power BI.

_________________________________________________________________________What You Can Expect: A culture of integrity.

At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.

An environment of trust.

CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth.

Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.

Your potential is limitless. So is ours.

_________________________________________________________________________Pay Range: There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.

Since this position can be worked in more than one location, the range shown is the national average for the position.

The proposed salary range for this position is:

$98,500-$206,800

CACI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any other protected characteristic.