ServiceNow ITSM/CSM Engineer

Leidos is seeking a ServiceNow Engineer to join the U.S. Air Force Cloud One Architecture and Common Shared Services (ACSS) program. This is an exciting opportunity to support one of the Department of Defense's largest multi-cloud environments, helping modernize enterprise cloud services while improving mission resiliency, security, and cost effectiveness for the U.S. Air Force.

Location:

This position will be hybrid remote. Candidates will be required to work onsite as needed. Preferred candidates will be located near Hanscom AFB (Boston, MA).

Primary Responsibilities:

• Catalog Development: Build, maintain, and optimize Service Catalog items, record producers, and complex order guides using Flow Designer.
• Core Configuration: Write and maintain Business Rules, Client Scripts, UI Policies, UI Actions, and Data Policies.
• CSM Playbooks: Design, configure, and update Process Automation Designer (PAD) workflows and customer-facing Playbooks. 
• Workspace Configuration: Customize and support Configurable Workspaces for both ITSM agents and CSM customer service reps.
• Access & Security: Manage user roles, group memberships, and configure Access Control Lists (ACLs) to secure data.
• Platform Maintenance: Update and refine existing forms, views, fields, and notification templates based on daily business requests.
• Reporting & Dashboards: Create and distribute standard reports, interactive dashboards, and automated scheduled tracking.
• Testing & Quality: Perform thorough unit testing in lower environments and participate in peer code reviews before production deployment.

Minimum Qualifications:

• Bachelor’s and four 4+ years or more of experience; Master’s and 2+ years or more of experience. Additional experience may be accepted in lieu of degree.
• Secret clearance required to maintain employment
• US citizenship required
• Certifications: CompTIA Security+ or equivalent (IAT-2)
• Excellent facilitation, communication, and stakeholder engagement skills
• Ability to work in a fast-paced, mission-driven environment
• Strong documentation, communication, and cross-functional collaboration skills
• Familiarity with DevSecOps principles and practices.
• Familiarity with Agile methodologies such as Scrum and/or Kanban.
• Excellent customer service skills, with experience working in a customer-facing position
• Experience with ServiceNow implementations
• ServiceNow certification(s): CSA

Preferred Qualifications:

• Experience with USAF Cloud One or Platform 1
• ServiceNow certification(s): CAD, CIS-ITSM, and CIS-CSM

If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo — because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 — and moving faster than anyone else dares.

Original Posting:

October 6, 2026

For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range:

Pay Range $87,100.00 - $157,450.00

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.