ServiceNow Developer

SkyePoint Decisions is a leading Cybersecurity Architecture and Engineering, Critical Infrastructure and Operations, and Applications Development and Maintenance IT service provider headquartered in Dulles, Virginia with operations across the U.S. We provide innovative enterprise-wide solutions as well as targeted services addressing the complex challenges faced by our federal government clients. Our focus is on enabling our clients to deliver their mission most efficiently and effectively – anytime, anywhere, securely. We combine technical expertise, mission awareness, and an empowered workforce to produce meaningful results.

SkyePoint Decisions is seeking an experienced ServiceNow Developer with ITSM REST API experience to design and implement the bidirectional ServiceNow integration within a Power Automate and Azure OpenAI environment. Unlike a traditional ITSM integration that only creates tickets, this role must implement a complete ticket lifecycle integration: searching for existing remediation tickets based on email content, retrieving ticket context for AI enrichment, and updating tickets with correspondence and resolution guidance. The developer will also configure custom fields, work note schemas, and assignment routing to support the analyst workflow.

This position is based on-site at the Beltsville, MD office, with occasional travel to the Washington, DC office.

Responsibilities:

• Implement ServiceNow ITSM REST API integration from Power Automate: ticket search by CVE identifier, asset name, post/location, and username extracted from inbound emails.
• Design and implement ticket lookup logic that handles partial matches, multiple open tickets for the same user, and cases where no matching ticket is found (triggering the ask-the-user conversational flow). 
• Build the ticket context retrieval workflow: given a matched ticket, extract vulnerability description, CVE identifier, affected asset, assigned group, current status, prior work notes, and scan finding details for injection into the AI prompt context. 
• Implement the ticket update workflow: append inbound email content, AI-generated guidance, analyst name, response timestamp, and case ID (AAA-YYYY-NNNN) as a structured work note on the SNOW ticket. 
• Implement thread tracking: subsequent emails in the same thread are matched to the same SNOW ticket and appended as additional work notes, maintaining a complete correspondence record. 
• Configure custom fields on the SNOW Incident table to support the AI integration: AI_Case_ID, AI_Confidence_Score, AI_Response_Category, Analyst_Validator. 
• Configure assignment group routing and SLA rules appropriate to the vulnerability remediation workflow. 
• Work with the Power Platform Developer to design the ask-the-user fallback flow when automatic ticket matching fails.