ServiceNow Developer - DMI

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