ServiceNow Developer

The Opportunity:
The ServiceNow Developer supports the National Healthcare Safety Network (NHSN) program by designing, developing, and maintaining conversational Virtual Agent capabilities within a scoped Customer Service Management (CSM) application. This role operates within a delegated development model in the CDC’s shared ServiceNow environment and requires close coordination with platform owners, partners, and stakeholders.
This position supports CDC’s public health mission by improving how healthcare providers interact with the NHSN Help Desk. Through effective Virtual Agent implementation, the developer enhances access to information, reduces support burden, and ensures timely, accurate assistance to NHSN users while ensuring compliance with federal security, privacy, and accessibility standards
Responsibilities:

• Design and implement Virtual Agent topics tailored to NHSN customer support scenarios, including: case creation and routing; case status and updates; knowledge article delivery and guided assistance; and user support for reporting workflows and system navigation
• Configure Virtual Agent within a scoped CSM application, ensuring compliance with application boundaries and delegated development constraints
• Integrate Virtual Agent with NHSN CSM application data models (cases, contacts, accounts, knowledge) and NHSN-specific workflows
• Develop conversational experiences using NLU Workbench, optimizing intent recognition and user interaction quality for a diverse external audience
• Ensure conversations are clear, accurate, and aligned with NHSN-specific guidance, minimizing risk of misinterpretation
• Operate within a shared CDC ServiceNow instance, adhering to governance, update set management, and release coordination processes
• Collaborate with CDC platform teams and stakeholders to ensure compatibility and avoid cross-application conflicts
• Implement secure data handling practices, ensuring sensitive information is appropriately managed within chat interactions
• Support analytics and continuous improvement, using Virtual Agent metrics to refine conversations and improve containment rates
• Troubleshoot and resolve issues related to Virtual Agent, scoped applications, and cross-scope integrations

Qualifications:
Required: 

• Experience developing on the ServiceNow platform within scoped applications
• Hands-on experience with ServiceNow Virtual Agent, preferably supporting external or customer-facing use cases
• Strong understanding of Customer Service Management (CSM) and case management workflows
• Experience working in governed, shared ServiceNow environments (e.g., delegated development models)
• Proficiency in JavaScript, Glide APIs, and Flow Designer
• Experience with NLU configuration and conversational design principles
• Understanding of data sensitivity and secure handling practices in customer interactions
• Able to obtain and maintain a Public Health level 5 clearance
• Typically requires a bachelor's degree or equivalent and 7 years of experience

The ideal candidate will bring these core competencies:

• Ability to translate complex processes into clear, user-friendly conversational flows
• Strong collaboration skills across technical teams, program staff, and platform governance bodies
• Attention to detail in content accuracy and user guidance, especially in a public health context
• Ability to work effectively within structured governance and shared environments
• Analytical mindset for improving chatbot performance and user outcomes

Desired:

• ServiceNow certifications (CSA, CAD, CSM, and/or Virtual Agent)
• Experience designing high-volume, external-facing Virtual Agent solutions
• Knowledge of Section 508 accessibility requirements and plain language standards
• Experience in scrum and agile frameworks for development to include task management, performing stand-ups and sprint reviews, gathering requirements, and creating documentation.

What You Can Expect:

 A culture of integrity.

At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.

An environment of trust.

CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth.

Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.

Pay Range:

There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.

Since this position can be worked in more than one location, the range shown is the national average for the position.

The proposed salary range for this position is:

CACI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any other protected characteristic.