ServiceNow Developer- Expert/Architect

Clearance Level
Software Development
Bethesda, Maryland

REQ#: RQ62502

Travel Required: Less than 10%
Public Trust: Other
Requisition Type: Regular

GDIT is seeking a ServiceNow Expert/Architect to join our program in support of the National Institute of Health (NIH), Computer Information Technology, and support program. This ServiceNow Developer role will focus on support of NIH’s instance of ServiceNow and each stakeholder that uses this system. Daily activities will include management and configuration of ServiceNow applications and modules, product development, and some system administration tasks. As part of this role, the ideal candidate will possess an understanding of ServiceNow scripts and will be able to utilize them proficiently. This is part of a large initiative for the NIH where GDIT has the primary responsibility of supporting the centralized IT Services, Management and CDMB efforts across the enterprise using Agile and ITIL best practices. 

You will also regularly engage with ServiceNow administrators and developers at other NIH organizations to ensure proper and continual handoff between systems, or to support global challenges that require coordination. Development of NIH’s ServiceNow instance, including all sub-modules, is a major part of this role, and subsequent maintenance and adjustments to the product are expected. 

Position is for full time employment with GDIT and will be based at the NIH client site in Bethesda, MD office on Rock Spring Drive. 


  • Serves as a solution architect for implementations, customizations and integrations of NIH, CIT ServiceNow implementation.
  • Participates and manages development efforts pertaining to multiple sub-modules of the ServiceNow platform, including support for newly developed modules and major releases
  • Participates in the collection and implementation of tool requirements and investigates as necessary to determine the best solution or configuration options available based on the specific requirement
  • Maintains NIH’s instance of ServiceNow including routine changes or configuration adjustments as directed by the customer
  • Plans and manages meetings as needed to solicit feedback from stakeholders regarding various modules of the tool whenever change is warranted or requested
  • Manages accounts/groups and their memberships within ServiceNow
  • Coordinates with CIT's ServiceNow development team on changes to the product baseline to ensure continued interoperability between integrated systems
  • Designs and develops reporting models to meet business needs
  • Develops ad hoc reports to support business decisions
  • Develops customized ServiceNow ticket reports
  • Contributes to design of data warehouse solutions
  • Develops reporting solutions to support Business Intelligence gathering
  • Creates reports to provide system details for SLA support
  • Recommends report types based on stakeholder requirements
  • Supports users on reporting and usage of interactive reporting tools
  • Designs report layout and determines best way to offer data to users
  • Oversees reports and deliverables complying with contract and program timelines
  • Develops queries to extract data for user needs
  • Tests reports and uses problem solving skills to determine problems' root cause and suggest solutions with users
  • Records limits, sort order, scripts and relevant data to document report logic and operations
  • Discusses with staff, users and management to develop requirements to create new report or revise current report
  • Other duties as assigned



  • Bachelor's Degree in Business, Architecting, Computer Science, Information Systems and 15 + years of experience or equivalent work experience
  • Minimum of 3 year hands-on experience designing, developing, maintaining or administering 1 or more ServiceNow instances
  • Certified ServiceNow Administrator
  • 4+ years of progressive experience in managing, directing, and implementing information technology projects.
  • Strong written and oral communications required
  • Experience with one or more reporting tools e.g. ServiceNow, Tableau, SQL Crystal Reports, Business Objects, Cognos BI, IntelliVIEW, Excel Pivot Tables, look ups etc.
  • Experience customizing reports from ticketing systems, within ServiceNow
  • Experience developing reports from data residing in relational databases
  • Understanding of IT service management and common service level agreement measurements
  • Highly effective teamwork and collaboration skills
  • Demonstrated ability to communicate orally and in writing
  • Must possess strong organizational skills and strong interpersonal skills to effectively relate to agency and customer needs.
  • Established documentation skills
  • ITIL foundations certification or ability to obtain certification within 3 months

Desired skills:

  • Experience designing data warehouse and using for reporting source
  • Experience designing and developing dashboards and charts from data source(s)
  • Experience analyzing data in reports to identify trends
  • Familiarity with Windows performance monitoring and event logging tools

We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.