ServiceNow Developer/Administrator

Team (Project) Introduction
The Service Management Platform (SMP) Management Support Services project provides enterprise operational, technical, and governance support for the USPTO ServiceNow environment. The program ensures platform stability, security, and compliance while enabling continuous improvement through Agile delivery of enhancements, integrations, and reporting across ITSM, ITOM, CMDB, security, and asset management capabilities. SMP personnel support both daytoday operations and strategic modernization initiatives in alignment with USPTO policies, ServiceNow best practices, and Government approved governance processes.

Professional Level Information:

The ServiceNow Architect aligns as an E3 position at 9th Way Insignia.  The position is a Senior Architect-level role supporting the USPTO Service Management Platform (SMP). This role is responsible for the overall technical architecture, design integrity, and long-term sustainability of the ServiceNow platform. The ServiceNow Architect provides expert-level guidance on platform configuration, customization, integrations, and governance, ensuring all solutions are scalable, secure, upgrade-compatible, and aligned with USPTO policies, ServiceNow best practices, and SMP governance standards. The ServiceNow Architect works closely with Product Owners, the Program Manager, Development Leads, Administrators, and Government stakeholders to translate business needs into compliant, high-performing ServiceNow solutions.

Responsibilities

• Manage and monitor daily ServiceNow administrative intake requests, ensuring requests are reviewed, assigned, and addressed in a timely manner.
• Perform first-level triage of ServiceNow incidents and requests, resolving routine issues and escalating complex matters to the appropriate team members.
• Support day-to-day platform administration, including users, groups, roles, access controls, notifications, forms, lists, and other standard configurations.
• Develop and maintain service catalog items, record producers, workflows, and related request fulfillment processes.
• Configure and enhance ServiceNow solutions using platform capabilities such as Flow Designer, Business Rules, Client Scripts, UI Policies, and approved scripting practices.
• Support the development, testing, deployment, and maintenance of ServiceNow enhancements and defect fixes.
• Assist with ServiceNow integrations using approved frameworks and Government-approved standards.
• Follow ServiceNow out-of-the-box principles, safe-scoped development practices, and upgrade-compatible design patterns.
• Participate in design reviews, peer code reviews, testing activities, and release validation.
• Support role-based access control (RBAC), platform security, configuration management, and applicable governance requirements.
• Participate in weekly, monthly, and ad-hoc technical meetings with USPTO stakeholders.
• Create and maintain technical documentation, configuration records, support procedures, and applicable ATO artifacts.

Requirements

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or related discipline or 8 years of equivalent experience in lieu of a degree.
• Five (5) or more years of hands-on ServiceNow platform experience, including architecture and implementation.
• Demonstrated expertise in ServiceNow modules, frameworks, and governance models.
• Experience designing scalable, secure, and upgrade-compatible ServiceNow solutions.
• Strong communication skills with both technical and non-technical stakeholders.
• U.S. Citizenship required.

Preferred/Desired 

• ServiceNow Certified System Administrator (CSA) or other relevant ServiceNow certifications
• A current ServiceNow Certified Application Developer (CAD) is required
• Familiarity with ITIL-based service management practices.
• Experience supporting ATO documentation and compliance activities.
• Hands-on experience configuring and maintaining ServiceNow service catalog items, record producers, forms, lists, users, groups, and roles.
• Experience with Flow Designer, ServiceNow scripting, and routine platform troubleshooting.
• Experience performing incident and request triage within a ServiceNow environment.