ServiceNow Developer

SkyePoint Decisions is seeking an experienced ServiceNow Developer with ITSM REST API experience to design and implement the bidirectional ServiceNow integration within a Power Automate and Azure OpenAI environment. Unlike a traditional ITSM integration that only creates tickets, this role must implement a complete ticket lifecycle integration: searching for existing remediation tickets based on email content, retrieving ticket context for AI enrichment, and updating tickets with correspondence and resolution guidance. The developer will also configure custom fields, work note schemas, and assignment routing to support the analyst workflow.

This position is based on-site at the Beltsville, MD office, with occasional travel to the Washington, DC office.

Responsibilities:

• Implement ServiceNow ITSM REST API integration from Power Automate: ticket search by CVE identifier, asset name, post/location, and username extracted from inbound emails.
• Design and implement ticket lookup logic that handles partial matches, multiple open tickets for the same user, and cases where no matching ticket is found (triggering the ask-the-user conversational flow).
• Build the ticket context retrieval workflow: given a matched ticket, extract vulnerability description, CVE identifier, affected asset, assigned group, current status, prior work notes, and scan finding details for injection into the AI prompt context.
• Implement the ticket update workflow: append inbound email content, AI-generated guidance, analyst name, response timestamp, and case ID (AAA-YYYY-NNNN) as a structured work note on the SNOW ticket.
• Implement thread tracking: subsequent emails in the same thread are matched to the same SNOW ticket and appended as additional work notes, maintaining a complete correspondence record.
• Configure custom fields on the SNOW Incident table to support the AI integration: AI_Case_ID, AI_Confidence_Score, AI_Response_Category, Analyst_Validator.
• Configure assignment group routing and SLA rules appropriate to the vulnerability remediation workflow.
• Work with the Power Platform Developer to design the ask-the-user fallback flow when automatic ticket matching fails.
• Provide API credential provisioning guidance to the SNOW team to establish secure service account access.
• Produce ServiceNow integration documentation and support handoff to steady-state operations.

Required Qualifications:

• 3+ years of experience developing ServiceNow integrations using the ITSM REST API (Table API, GlideRecord, or equivalent)
• Demonstrated experience with ServiceNow incident record search, read, update, and work note operations via REST API
• Experience configuring custom fields, form layouts, and business rules on ServiceNow Incident tables
• Experience with Power Automate or similar workflow tools as the calling system for ServiceNow API operations
• Experience with ServiceNow ITSM in a federal government or highly regulated environment
• Active Top Secret security clearance OR ability to obtain TS within program timeline (interim clearance accepted to start).
• US Citizenship is required.

Preferred Qualifications:

• Active Top Secret clearance.
• ServiceNow Certified System Administrator (CSA) or Certified Application Developer (CAD) certification.
• Experience with ServiceNow Security Operations (SecOps / SIR) module in addition to ITSM.
• Experience integrating ServiceNow with AI or ML platforms for ticket enrichment.
• Familiarity with vulnerability management workflows (Qualys or Tenable integration with SNOW).
• Experience supporting DoD, or federal civilian agency ITSM environments.
• Experience with ServiceNow GovCloud instance configuration.

Compensation:

Salary Range: $130,000-$160,000

The SkyePoint Decisions salary range for this position is a general guideline only. It represents an estimated range for this position and is just one piece of our total compensation package.

Salary at SkyePoint is determined by various factors, including but not limited to location, work schedule, the candidate’s combination of education, knowledge, skills, competencies, and experience, as well as contract-specific affordability, market data and business considerations.

In addition to a competitive salary, SkyePoint offers benefits including a certification incentive program, PTO, floating federal holiday options, several insurance options including HMO and High Deductible plans with Health Savings Accounts [HSAs], Flex Spending Accounts [FSAs], Full Dental Plans, Vision, ST/LT Disability, Life Insurance, and 401k matched.