Journeyman Application Developer
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Job Description
Remote ServiceNow developer supporting GovCIO’s U.S. Coast Guard enterprise environment. Providing Tier 1/2 support, platform enhancements, troubleshooting, and Agile development.
Responsibilities:
- Provide Tier 1 and Tier 2 application support within the ServiceNow environment
- Investigate, troubleshoot, diagnose, and resolve application incidents and service requests
- Perform advanced troubleshooting of configuration, workflow, integration, access, data, and platform-related issues
- Conduct root cause analysis and implement corrective actions
- Develop, modify, test, and maintain ServiceNow configurations, business rules, client scripts, UI policies, workflows, and other platform components
- Perform application enhancements and minor-to-moderate development activities
- Troubleshoot and resolve defects through configuration updates, scripting modifications, and workflow adjustments
- Support integrations, data exchanges, and interfaces between ServiceNow and external enterprise systems
- Manage incidents, problems, service requests, and enhancement records while meeting SLAs
- Escalate complex issues to Tier 3 development, engineering, and platform administration teams
- Fulfill access provisioning, permission changes, application configuration, and technical guidance requests
- Communicate technical findings, resolutions, and workarounds to users and stakeholders
- Translate business requirements into technical solutions, enhancement requests, and development specifications
- Participate in Agile ceremonies including sprint planning, backlog refinement, user story grooming, and development reviews
- Collaborate with product owners, business analysts, developers, and technical leads on estimates, dependencies, and enhancements
- Develop and execute unit, functional, and regression testing
- Support deployments, release documentation, configuration management, and post-implementation validation
- Maintain technical documentation, troubleshooting procedures, configuration details, and knowledge articles
Requirements:
- High School with 6-9 years (or commensurate experience)
- Hands-on experience providing Tier 1 and Tier 2 application support, including incident management, advanced troubleshooting, problem resolution, and service request fulfillment
- Demonstrated experience supporting, configuring, and enhancing applications within the ServiceNow platform
- Experience developing or modifying ServiceNow platform components, including business rules, client scripts, UI policies, workflows, forms, and service catalog items
- Ability to investigate complex technical issues, perform root cause analysis, identify application defects, and implement corrective actions
- Experience translating business and functional requirements into technical solutions and application enhancements
- Familiarity with SDLC processes, Agile methodologies, and application testing practices
- Ability to collaborate with stakeholders, business analysts, developers, engineers, and cross-functional technical teams
- Excellent verbal and written communication skills, including technical documentation and customer support
- Active Secret clearance required
- Preferred: Experience supporting the U.S. Coast Guard or similar federal agency enterprise environments
- Preferred: ServiceNow development experience involving JavaScript, Glide scripting, business rules, client scripts, Script Includes, and Flow Designer
- Preferred: Experience troubleshooting ServiceNow integrations, APIs, web services, and data exchange processes
- Preferred: Familiarity with ITIL-aligned best practices
- Preferred: Experience with ServiceNow administration, application development, workflows, service catalog, CMDB, and platform configuration
- Preferred: Experience with Agile development environments, sprint execution, backlog management, and release management
- Preferred: ServiceNow Certified System Administrator (CSA)
- Preferred: ServiceNow Certified Application Developer (CAD) or other ServiceNow Developer certifications
- Preferred: ITIL Foundation Certification
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