Servicenow Software Development Manager

Description:

Leidos is seeking an experienced ServiceNow Software Development Manager, to join an internal service center group under the Digital Modernization Sector and the Repeatable Offerings organization, who will support ServiceNow self-hosted/on-prem implementations and best practices for our Federal Government customers. Responsibilities also include ServiceNow SME support for proposals and opportunity growth under the Practice Area/Repeatable Offerings organization. This is a new position for a self-starter, someone with proven ServiceNow self-hosted experience who can lead a team to further support our customers and their expanding ServiceNow needs.

Primary Responsibilities

This position is a “hands-on-keyboard” position working as part of a team at a facility in Lorton, VA. This includes ServiceNow development work along with management and Solutions Architect responsibilities.
Ability to work in office 100% unless otherwise noted by Leadership.
Primarily support Monday - Friday, 8 hours per day, but also available to support mission critical deadlines in a 24x7x365 environment.
In-depth knowledge of commonly-used IT concepts, best practices, and procedures within a DoD environment and ServiceNow.
Provide technical direction and oversight to the ServiceNow development team. This includes setting coding standards, performing code reviews, and designing solutions that align with business needs and architectural best practices.
Serve as the primary developer for complex features and integrations. This involves writing, testing, and debugging code, as well as mentoring developers (junior through senior levels) on the team. Including the need to address performance issues and lead efforts to optimize the instance.
Provide technical guidance and support for ServiceNow IT Service Management (ITSM) and the IT Asset Management (ITAM) module, specifically Software Asset Management (SAM) and Hardware Asset Management (HAM). This includes advising on best practices for configuration and implementation to meet business needs.
Configure and maintain Discovery to automatically find and classify infrastructure and Service Mapping to build a visual representation of business services and their underlying IT components.
Experience with UI Actions, UI Policies, Business Rules, Client Scripts, Script Includes, Catalog Client Scripts, Catalog UI Policies, Email Scripts, Roles / Groups.
Manage all technical aspects of a self-hosted ServiceNow instance. This includes managing instance upgrades, patching, and maintaining the stability and performance of the instance.
Proactively resolve routine problems and issues, with clearly prescribed solutions.
Ability to address unplanned/unforeseen issues, including outside of business hours when critical.
Work closely with cloud infrastructure and engineering teams to manage the self-hosted environment. This includes collaborating on system maintenance, performance monitoring, and resolving infrastructure-related issues.
Work with all stakeholders including the Enterprise Help Desk (EHD), Business Analysts, Project Managers, and other stakeholders to understand requirements, translate them into technical solutions, and provide technical expertise throughout the project lifecycle. Ability to support requirements gathering, and story writing or review as needed.
Provides input and assists in editing work documents (e.g. SOPs, IOPs, KBAs, training materials, etc.,) when needed for the EHD Tier 1 team and Program end users related to ServiceNow functionality and processes.
Must have the ability to adapt to changing work requirements, multiple tasks and priorities, and be able to exercise discretion.
Develops business process maps using a standard methodology and toolset with ServiceNow. Supports the creation of systems engineering documents and diagrams to support process development.
Receives a moderate level of guidance and direction, able to work independently and in a team setting while keeping Leadership informed of work completion and any unexpected issues.
Requires expanded conceptual knowledge in own area of expertise while developing additional skill sets. 
Knowledge and experience with APIs, out of the box and customized, implementations with ServiceNow. 
Ability to represent the team, presenting and requirements elicitation skills in programmatic and customer meetings. This includes creation of presentations, roadmaps and other artifacts as needed.
Demonstrates experience building and maintaining constructive relationships among employees, customers, stakeholders, technical teams, other contractors, and Program Management Office (PMO).
Fulfill all Leidos managerial responsibilities even if that requires additional time beyond the normal in office workday.

The successful candidate will be able to adapt to client needs and support the implementation of the ServiceNow roadmap. You will collaborate with a diverse workforce within a matrix environment and be able to communicate effectively by obtaining and synthesizing requirements from internal and external stakeholders, while working with the team to deliver a ServiceNow implementation that meets our customers’ needs.

Clearance Required

Active Top Secret/SCI (TS/SCI) clearance or ability to obtain a SCI prior to your start date.
Ability to complete an investigation for eligibility after your start date.

Required Experience, Skills, And Education

Bachelor’s degree with a minimum 8 years of prior relevant experience or Master’s degree with a minimum 6 years of prior relevant experience.
Generally has a minimum of 4 years of experience supervising or leading teams or projects.
U.S. Citizen.
Active CompTIA Security+ certification or ability to obtain prior to your start date.
Experience ensuring compliance with IT security policies, procedures, and classified environment protocols.
A minimum of 6 years of hands-on experience developing on the ServiceNow platform. 
Proven experience managing and maintaining a self-hosted ServiceNow instance. This includes in-depth knowledge of the underlying infrastructure components, specifically: