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.
  • A current ServiceNow Certified Application Developer (CAD) is required
  • 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.

  • Experience supporting federal agencies or large enterprise environments.

  • 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.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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