Role Description This role is responsible for delivering high-quality software engineering support using an Agile Kanban methodology. The personnel will work closely with Product Owners and technical stakeholders to maintain, enhance, and support these applications in a secure, compliant federal environment. - Lead all development, maintenance, and enhancement activities for three complex scoped ServiceNow applications. - Design, develop, test, and implement customizations using ServiceNow best practices, including Business Rules, Client Scripts, UI Actions, Workflows, Flow Designer, Script Includes, and Transform Maps. - Maintain and enhance Angular JS frontend components and Service Portal user experiences. - Develop and maintain integrations with external library systems, MID Server processes, and other internal/external systems. - Create and customize bibliographic record interfaces and data ingestion processes using industry standards. - Provide expert support during annual ServiceNow platform upgrades and patches, including impact analysis, regression testing, and remediation. - Troubleshoot complex production issues and implement timely resolutions. - Work within formal change management, SDLC, and security processes to promote code through Development, Test, and Production environments. - Mentor client staff and ensure knowledge transfer on application architecture and custom functionality. - Contribute to agile ceremonies, backlog refinement, and delivery of production-ready code and documentation. - Ensure all deliverables meet coding standards, accessibility, security, and performance requirements. Qualifications - 12+ years of IT experience, with 7+ years of hands-on ServiceNow development and architecture experience. - Proven experience designing and developing complex, scoped ServiceNow applications. - Strong expertise in Angular JS, HTML, CSS, JavaScript, and Service Portal development. - Deep knowledge of the ServiceNow Customer Service Management (CSM) module. - Active Certifications (must be verifiable): - ServiceNow Certified Administrator - ServiceNow Certified Application Developer - ServiceNow Certified Implementation Specialist - ITIL v3 (or higher) - Must understand MARC and ONIX standards. Familiarity with ISO standards and conventions for ISBN, ISSN, ISNI. - Strong understanding of JSON, REST APIs, XML, and MID Server architecture. - Experience working in Agile/Kanban environments with story point estimation. Preferred Qualifications - Prior experience supporting library, archival, publishing, or similar content management systems. - Experience with ServiceNow Flow Designer and Integration Hub. - Familiarity with federal records management and Controlled Unclassified Information (CUI) requirements. Requirements - Must be able to successfully complete federal contractor fitness/background investigation. - Must complete annual mandatory IT Security and Records Management training. Company Description

• Administer and maintain ServiceNow instances across development, test, and production environments • Configure core platform components including users, groups, roles, access controls, system properties, platform settings, and reference data • Support platform setup for new environments and assist in foundational instance configuration • Maintain platform stability through proactive monitoring, controlled configuration, and ServiceNow administration best practices • Manage Role-Based Access Control, Access Control Lists, user criteria, and data visibility rules for applications such as Knowledge Management and Service Catalog • Configure and support LDAP integration, SSO authentication, and platform security hardening activities • Manage update sets, application promotions, and release migration activities • Support ServiceNow Store and application repository updates, including scoped application lifecycle management • Perform and coordinate instance cloning activities across environments • Support platform upgrades, patching, and regression validation • Review system logs, performance metrics, and error reports to proactively resolve issues • Develop and execute structured test plans for platform changes • Build and maintain Automated Test Framework test suites • Support regression testing, validation, and User Acceptance Testing during upgrades and releases • Maintain integrity of CMDB records, configuration items, relationships, reference data, and core platform data structures • Administer Knowledge Management, including lifecycle, publishing, and access controls • Ensure test evidence and documentation support audit and compliance requirements • Support validation and troubleshooting of platform integrations, including REST/SOAP data flows as applicable • Support platform governance processes, including change workflows, release controls, naming conventions, configuration standards, and citizen development guardrails • Monitor instance health, respond to platform incidents, troubleshoot issues using logs and diagnostics, maintain documentation, and collaborate with developers, architects, security teams, and business stakeholders.

• Work with the ServiceNow team to implement ServiceNow solutions across global locations • Provide technical expertise in ServiceNow ITAM modules, including HAM and SAM • Design, develop, and implement ServiceNow integrations • Understand business needs and align them with standardized processes and solution design • Develop and implement technical solutions on the ServiceNow platform • Perform component integration testing and ensure quality delivery • Configure and customize ServiceNow applications based on business requirements • Implement configuration changes using UI Policies, UI Actions, Business Rules, Client Scripts, Jelly Scripting, and AngularJS • Collaborate with cross-functional teams to ensure successful project delivery • Troubleshoot and resolve technical issues on the ServiceNow platform • Ensure adherence to ServiceNow best practices and continuous improvement initiatives • Participate in design reviews, code reviews, and provide technical recommendations

• Work with the ServiceNow team to implement ServiceNow solutions across global locations • Provide technical expertise in ServiceNow ITAM modules, including HAM and SAM • Design, develop, and implement ServiceNow integrations • Understand business needs and align them with standardized processes and solution design • Develop and implement technical solutions on the ServiceNow platform • Perform component integration testing and ensure quality delivery • Configure and customize ServiceNow applications based on business requirements • Implement configuration changes using UI Policies, UI Actions, Business Rules, Client Scripts, Jelly Scripting, and AngularJS • Collaborate with cross-functional teams to ensure successful project delivery • Troubleshoot and resolve technical issues on the ServiceNow platform • Ensure adherence to ServiceNow best practices and continuous improvement initiatives • Participate in design reviews, code reviews, and provide technical recommendations