Note: The job is a remote job and is open to candidates in USA. 9th Way Insignia is a service-disabled, veteran-owned small business delivering technology solutions to government customers. The ServiceNow Developer/Administrator supports the USPTO Service Management Platform through platform administration, configuration, enhancements, integrations, security, governance, troubleshooting, and technical documentation.
Responsibilities
- Manage and monitor daily ServiceNow administrative intake requests, ensuring requests are reviewed, assigned, and addressed in a timely manner
- Perform first-level triage of ServiceNow incidents and requests, resolving routine issues and escalating complex matters to the appropriate team members
- Support day-to-day platform administration, including users, groups, roles, access controls, notifications, forms, lists, and other standard configurations
- Develop and maintain service catalog items, record producers, workflows, and related request fulfillment processes
- Configure and enhance ServiceNow solutions using platform capabilities such as Flow Designer, Business Rules, Client Scripts, UI Policies, and approved scripting practices
- Support the development, testing, deployment, and maintenance of ServiceNow enhancements and defect fixes
- Assist with ServiceNow integrations using approved frameworks and Government-approved standards
- Follow ServiceNow out-of-the-box principles, safe-scoped development practices, and upgrade-compatible design patterns
- Participate in design reviews, peer code reviews, testing activities, and release validation
- Support role-based access control (RBAC), platform security, configuration management, and applicable governance requirements
- Participate in weekly, monthly, and ad-hoc technical meetings with USPTO stakeholders
- Create and maintain technical documentation, configuration records, support procedures, and applicable ATO artifacts
Skills
- Bachelor's degree in Computer Science, Information Systems, Engineering, or related discipline or 8 years of equivalent experience in lieu of a degree
- Five (5) or more years of hands-on ServiceNow platform experience, including architecture and implementation
- A current ServiceNow Certified Application Developer (CAD) is required
- Demonstrated expertise in ServiceNow modules, frameworks, and governance models
- Experience designing scalable, secure, and upgrade-compatible ServiceNow solutions
- Strong communication skills with both technical and non-technical stakeholders
- U.S. Citizenship required
- ServiceNow Certified System Administrator (CSA) or other relevant ServiceNow certifications
- Experience supporting federal agencies or large enterprise environments
- Familiarity with ITIL-based service management practices
- Experience supporting ATO documentation and compliance activities
- Hands-on experience configuring and maintaining ServiceNow service catalog items, record producers, forms, lists, users, groups, and roles
- Experience with Flow Designer, ServiceNow scripting, and routine platform troubleshooting
- Experience performing incident and request triage within a ServiceNow environment
Benefits
- Medical
- Dental
- Vision
- Voluntary Life Insurance
- 401(k)
- Basic Life A&D
- STD
- LTD
- PTO
- Telehealth
- Paid holidays
- FSA
- HSA
- Employee Assistance Program (EAP)
- Traveling Assistance
Company Overview