About this role
Role Description
GovCIO is currently hiring for a Journeyman Application Developer to provide Tier 1 and Tier 2 technical support, application development, enhancement analysis, and ServiceNow platform troubleshooting in support of the U.S. Coast Guard (USCG) enterprise environment. This is a full-time remote position delivering advanced application support, hands-on development, platform enhancements, defect resolutions, and Agile-driven technical solutions.
- Provide Tier 1 and Tier 2 application support, investigating, troubleshooting, diagnosing, and resolving application incidents and service requests within the ServiceNow environment.
- Perform advanced troubleshooting of complex application issues, including configuration, workflow, integration, access, data, and platform-related problems.
- Conduct root cause analysis, identify recurring issues and software defects, and implement corrective actions to prevent future occurrences.
- Develop, modify, test, and maintain ServiceNow application configurations, business rules, client scripts, UI policies, workflows, and other platform components.
- Perform application enhancements and minor-to-moderate development activities based on approved requirements, technical specifications, and user stories.
- Troubleshoot and resolve defects through configuration updates, scripting modifications, workflow adjustments, and other appropriate development solutions.
- Support application integrations, data exchanges, and troubleshooting of issues involving interfaces between ServiceNow and external enterprise systems.
- Manage incidents, problems, service requests, and enhancement records within ServiceNow, ensuring accurate documentation, timely updates, and adherence to established service level agreements (SLAs).
- Serve as a technical escalation resource for complex application support issues, coordinating with Tier 3 development, engineering, and platform administration teams when additional expertise is required.
- Fulfill user requests, including access provisioning, permission changes, application configuration, and technical guidance.
- Communicate technical findings, resolutions, and workarounds to users and stakeholders, providing follow-up support to ensure complete issue resolution and customer satisfaction.
- Analyze customer needs and translate business requirements into technical solutions, enhancement requests, and development specifications.
- Participate in Agile ceremonies, including sprint planning, backlog refinement, user story grooming, and development reviews.
- Collaborate with product owners, business analysts, developers, and technical leads to estimate development effort, identify technical dependencies, and support implementation of application enhancements.
- Develop and execute unit, functional, and regression testing to validate application changes and ensure solutions meet functional and technical requirements.
- Support deployment activities, release documentation, configuration management, and post-implementation validation.
- Maintain technical documentation, troubleshooting procedures, configuration details, and knowledge articles to support ongoing application operations and knowledge transfer.
Qualifications
- High School with 6-9 years (or commensurate experience)
- Hands-on experience providing Tier 1 and Tier 2 application support, including incident management, advanced troubleshooting, problem resolution, and service request fulfillment.
- Demonstrated experience supporting, configuring, and enhancing applications within the ServiceNow platform.
- Experience developing or modifying ServiceNow platform components, including business rules, client scripts, UI policies, workflows, forms, and service catalog items.
- Ability to investigate complex technical issues, perform root cause analysis, identify application defects, and implement corrective actions.
- Experience translating business and functional requirements into technical solutions and application enhancements.
- Familiarity with software development lifecycle (SDLC) processes, Agile methodologies, and application testing practices.
- Ability to collaborate effectively with stakeholders, business analysts, developers, engineers, and cross-functional technical teams.
- Excellent verbal and written communication skills, including technical documentation and customer support.
- Clearance Required: Active Secret clearance
Requirements
- Experience supporting the U.S. Coast Guard or similar federal agency enterprise environments.
- ServiceNow development experience involving JavaScript, Glide scripting, business rules, client scripts, Script Includes, and Flow Designer.
- Experience troubleshooting ServiceNow integrations, APIs, web services, and data exchange processes.
- Familiarity with ITIL-aligned best practices, including Incident, Problem, Change, Asset, and Service Level Management.
- Experience with ServiceNow administration, application development, workflows, service catalog, CMDB, and platform configuration.
- Experience with Agile development environments, sprint execution, backlog management, and release management.
- ServiceNow Certified System Administrator (CSA).
- ServiceNow Certified Application Developer (CAD) or other ServiceNow Developer certifications.
- ITIL Foundation Certification.
Benefits
- Posted Salary Range: USD $100,000.00 - USD $130,000.00 /Yr.