ServiceNow Developer
About DMI
DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, DMI is committed to delivering secure, efficient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com
About the Opportunity
DMI is seeking a ServiceNow Developer to build, configure, and maintain the platform improvements defined by our ServiceNow Architect. This role sits at the center of DMI’s managed mobility and helpdesk operations — the work you do directly affects the speed and quality of service delivered to our customers.
Our environment includes a CSM-based helpdesk integrated with Genesys Cloud for phone, chat, and email interactions; an extensive service catalog covering mobility transactions with multi-step catalog task workflows that vary by customer type; and a set of customer integrations connecting external ITSM platforms to our service catalog for automated request submission. Hardware Asset Management (HAM Pro) underpins phone number and device record creation that flows from catalog transactions.
We are in an active improvement cycle. The developer in this role will be executing against a structured maturity roadmap: simplifying record models, rationalizing catalog workflows, building repeatable integration patterns, and improving the fulfiller and agent experience. Strong execution skills, comfort working from architectural direction, and the ability to surface implementation details back to the architect are all essential.
Priority Delivery Areas
CSM & Contact Center Integration
Configure and maintain the CSM workspace to support efficient case handling across phone, chat, and email channels
Implement and test the Genesys Cloud integration with the ServiceNow CSM workspace, including screen pop, case creation, and activity logging
Build and refine CSM case flows, assignment rules, SLA definitions, and fulfillment notifications
Service Catalog & Catalog Task Workflows
Develop and maintain catalog items and their associated catalog task workflows for 20 mobility transaction types
Implement workflow standardization improvements as defined by the architect, reducing variation while preserving necessary customer-type differences
Improve fulfiller-facing task guidance, forms, and record layouts to reduce errors and ambiguity in day-to-day operations
Build and maintain Flow Designer flows and business rules that drive catalog task automation
Customer ITSM Integrations
Implement REST/SOAP integrations connecting external customer ITSM systems to the DMI service catalog
Build from reusable integration patterns defined by the architect to reduce per-customer implementation effort
Develop inbound request handling, record mapping, error handling, and status callback logic for each integration
Support customer onboarding teams with integration testing, troubleshooting, and documentation
HAM Pro & Asset Record Automation
Develop and maintain automation that creates and updates hardware asset and phone number records triggered by catalog transactions
Ensure asset lifecycle actions (provisioning, swap, return, deactivation) are correctly reflected in HAM Pro records
Support SLA and reporting improvements by ensuring record data integrity across Cases, Requested Items, and Catalog Tasks
Reporting & Operational Visibility
Build and maintain ServiceNow reports, dashboards, and Performance Analytics indicators for operations, SLA tracking, and management visibility
Configure catalog task list views and dashboard filters to support fulfiller and depot staff workflows
Support the architect’s SLA simplification initiatives by implementing updated SLA definitions and reporting structures
Roles and Responsibilities
Development & Configuration
Develop platform solutions including business rules, client scripts, UI policies, Flow Designer flows, and custom application logic
Configure and maintain ITSM, CSM, and HAM Pro modules in alignment with DMI’s managed services workflows
Perform day-to-day administration of the ServiceNow platform, including approved changes to processes, workflows, and workspace configuration
Build and maintain UI Builder workspaces and agent-facing views for CSM and fulfiller operations
Integration Development
Design and implement bidirectional integrations using REST APIs, Integration Hub, and MID Server as appropriate
Follow integration standards and reusable patterns defined by the architect to ensure consistency and maintainability
Document integration designs, data mappings, and error handling procedures
Upgrades & Platform Health
Execute ServiceNow platform upgrades and patches, including regression testing against catalog workflows, integrations, and CSM configuration
Proactively identify and resolve platform issues; escalate to the architect when architectural decisions are required
Maintain technical documentation for all configurations, customizations, and integrations
Collaboration & Delivery
Work directly from designs and requirements provided by the ServiceNow Architect; surface implementation questions and constraints early
Collaborate with fulfillment teams, depot staff, and helpdesk leads to understand operational pain points and translate them into platform improvements
Participate in architecture reviews and contribute implementation perspective to design discussions
Provide accurate effort estimates and status updates to support delivery planning
Qualifications
Education and Years of Experience:
3+ years of hands-on ServiceNow development experience, with active work in CSM and service catalog configuration
Required Skills & Certifications:
Proficiency in ServiceNow scripting: business rules, client scripts, script includes, UI policies, and Flow Designer
Experience configuring and troubleshooting REST integrations into or out of ServiceNow
Experience with catalog item and catalog task workflow development, including variable sets, catalog UI policies, and task routing
Experience with HAM Pro or IT Asset Management, including asset record lifecycle and CI relationships
Familiarity with SLA configuration, reporting, and Performance Analytics in a multi-customer or multi-team environment
Ability to work from architectural direction and design specifications without requiring significant hand-holding on technical approach
Strong written communication skills for documenting configurations, integration specs, and technical decisions
Preferred Skills & Certifications:
ServiceNow Certified System Administrator (CSA)
Certified Implementation Specialist in CSM, ITSM, or HAM (one or more)
Experience integrating ServiceNow with Genesys Cloud or similar CCaaS platforms, including CTI/screen pop configuration and interaction data sync
Experience in a managed services or multi-customer BPO environment where a single platform instance supports multiple external customers
Familiarity with mobile device management, telecom provisioning, or BYOD/eSIM/pSIM workflows
Experience with the Automated Test Framework (ATF) for regression testing catalog and integration logic
ITIL Foundation certification (v3 or v4)
Core Competencies:
Execution discipline — translates architectural direction into clean, maintainable platform configuration and code
Detail orientation — catches edge cases in workflow logic and integration data mapping before they become production issues
Operational empathy — understands what fulfillers, depot staff, and agents actually need from the platform day-to-day
Communication — surfaces blockers and tradeoffs clearly rather than making silent decisions that create rework
Citizenship Status Required: No restrictions
Physical Requirements: None required for this position.
Location: Remote, India (must be open to EST hours)
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Working at DMI
DMI is a diverse, prosperous, and rewarding place to work. Our culture is shaped by five core values that guide how we work, grow, and succeed together:
Do What’s Right – We lead with honesty and integrity.
Own the Outcome – We take responsibility and deliver.
Deliver for Our Customers – We are relentless about delivering value.
Think Bold, Act Smart – We innovate with purpose.
Win Together – We collaborate and celebrate our success.
These values aren’t just ideals—they show up in how we support every part of your well-being:
Convenience/Concierge – Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.
Development – Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.
Financial – Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.
Recognition – Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.
Wellness – Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.
DMI values employees for their talents and contributions, and we take pride in helping our customers achieve their goals. Because when we live our values, we all win together.
***************** No Agencies Please *****************
Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.