Senior ServiceNow Developer (ITSM SME)

Overview

Acuity Inc. is growing. We are seeking a Lead ServiceNow Developer (ITSM SME) to support a highly visible federal ServiceNow platform modernization initiative.

This role leads the technical implementation of ITSM capabilities across the ServiceNow platform, supporting both platform assessment and enterprise modernization efforts. The developer collaborates closely with the Platform Architect, government stakeholders, and engineering teams to implement configuration-first ServiceNow capabilities aligned with modern ITSM practices and ServiceNow architectural standards.

The position requires deep expertise in ITSM process implementation, ServiceNow configuration, and workflow development to deliver scalable, maintainable service management capabilities across the enterprise platform.

Why Acuity?

If you are passionate about using your skills in IT Modernization, Data Enablement, and Hyperautomation to make a positive impact, you might find a good fit at Acuity. We serve federal agencies as a trusted digital strategy and technology consulting firm, providing innovative technical leadership to support our customers’ critical missions.

Responsibilities

The Lead Developer (ITSM SME) works with a multidisciplinary ServiceNow team to implement and modernize enterprise ITSM capabilities. The individual will:

• Lead technical implementation of ServiceNow ITSM capabilities including Incident, Problem, Change, Major Incident, and Knowledge Management.
• Configure and implement ITSM capabilities using configuration-first ServiceNow development patterns aligned with platform best practices.
• Support platform assessment activities by analyzing existing workflows, configurations, scripts, and customization patterns that impact platform maintainability and upgrade readiness.
• Translate ITSM process requirements into scalable ServiceNow configurations, workflows, and service catalog capabilities.
• Configure and maintain ServiceNow platform capabilities including Service Request Management, Knowledge Management, and Employee Center user experiences.
• Develop and configure workflows, flows, business rules, and platform logic using supported ServiceNow development standards.
• Develop and maintain integrations between ServiceNow and external enterprise systems.
• Create Automated Test Framework (ATF) tests to support platform quality, regression testing, and upgrade readiness.
• Work within an Agile delivery model, supporting backlog refinement, story estimation, sprint delivery, and technical implementation of user stories.
• Collaborate with architects, functional leads, and government stakeholders to implement scalable platform capabilities.
• Implement solutions aligned with platform governance standards, configuration-first architecture, and long-term maintainability.
• Maintain technical documentation including configuration standards, implementation documentation, and platform development guidance.

Qualifications

• Bachelor’s degree from an accredited college or university, preferably in a related technical field.
• Minimum five (5) years of hands-on ServiceNow development experience supporting enterprise ITSM implementations.
• Extensive knowledge of ITIL and ITSM processes.
• Demonstrated experience implementing ServiceNow ITSM capabilities including Incident, Problem, Change, and Knowledge Management.
• Experience configuring and administering ServiceNow platform capabilities.
• Experience developing workflows, business rules, and integrations within the ServiceNow platform.
• Demonstrated strength in technical problem solving, process improvement, and solution implementation.
• Strong interpersonal and collaboration skills working with technical teams and business stakeholders.
• Strong communication and facilitation skills supporting collaboration across technical and functional teams.
• ITIL® Foundation or higher certification.
• ServiceNow Certified System Administrator.
• ServiceNow Certified Application Developer.

Desired Qualifications

• ServiceNow Certified Implementation Specialist – ITSM

Clearance Requirement

• Ability to obtain and maintain a Public Trust clearance.

About Acuity

At Acuity, your work matters—and so does your experience. We’re a management and technology consulting firm supporting critical federal missions, where you’ll have the opportunity to solve meaningful challenges, work alongside high-performing teams, and make a real impact from day one.

Why You’ll Love Working Here:

Grow Your Career, Your WayWe invest in you with personalized development plans, mentorship, and up to $6,000 annually for training and certifications—so you can keep building the career you want.

Be Part of Something InnovativeYou’ll work on cutting-edge solutions that support important government missions, in an environment that encourages new ideas and continuous improvement.

Thrive in a People-First CultureCollaboration, respect, and support aren’t just values—they’re how we operate. Your voice is heard, your contributions are recognized, and your success is shared.

Feel Valued and RewardedWe offer competitive compensation, comprehensive benefits, and a strong focus on work-life balance so you can perform at your best—at work and at home.

Join an Award-Winning TeamOur employees consistently rank us among the best—earning honors like Best Places to Work (Washington Business Journal, 9+ years) and Top Workplaces (The Washington Post, 2022–2025).

Bring Your Whole Self to WorkWe’re committed to building a diverse, inclusive environment where everyone feels respected, supported, and empowered to succeed.

Make Your Impact

Join Acuity and be part of a team where your ideas are valued, your growth is supported, and your work drives meaningful outcomes.

Learn more: www.myacuity.com

Acuity is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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