CTR Job Opportunity: ServiceNow Platform Developer
CTR is seeking qualified candidates for consideration to fill one, full-time (37.5 hours/week) ServiceNow Platform Developer on the Comptroller Technology Group (CTG) Team. CTG delivers critical IT services to ensure the smooth operation of daily business activities while supporting the strategic objectives of both the Office of the Comptroller and the Commonwealth of Massachusetts.
The ServiceNow Platform Developer will assess, redesign, configure, and improve CTR’s ServiceNow environment. This position will serve as a hands-on technical lead responsible for assessing current-state, rebuilding, and maturing the agency’s ServiceNow platform.
The specific duties of this position include but are not limited to the following:
- Assess CTR’s current ServiceNow configuration, workflows, forms, service catalog, assignment groups, roles, notifications, dashboards, reports, and related processes.
- Redesign and improve ServiceNow intake, incident, request, change, knowledge, service catalog, and fulfillment processes to better support CTR operations.
- Perform hands-on ServiceNow configuration and development, including forms, lists, tables, business rules, portals, client scripts, UI policies, flows, workflows, approvals, notifications, catalog items, and related platform components.
- Build and maintain ServiceNow reports and dashboards that provide clear operational visibility for leadership, technical teams, service desk staff, and business stakeholders while constantly improving as needed.
- Review and improve assignment groups, roles, permissions, access controls, and platform security practices in coordination with CTR leadership and applicable enterprise standards.
- Improve requester-facing ServiceNow visibility, including ticket status, customer-visible updates, fulfillment progress, completion details, and communication templates.
- Develop and maintain ServiceNow service catalog items, request workflows, knowledge articles, templates, and self-service capabilities.
- Support ServiceNow integrations with identity, email, monitoring, endpoint management, asset, reporting, and other enterprise systems as needed.
- Help define ServiceNow platform governance, including development standards, release practices, testing expectations, documentation standards, and change control.
- Partner with the external Solution Desk and the internal service desk and technical teams to improve ticket routing, categorization, prioritization, escalation, service level tracking, and operational reporting.
- Identify opportunities to reduce manual work through automation, workflow improvements, better forms, improved catalog design, and clearer business rules.
- Document platform configuration, processes, workflows, technical decisions, and support procedures.
- Provide training, guidance, and knowledge transfer to CTR technical staff and business users.
- Work with vendors, EOTSS, and other Commonwealth partners as needed to support platform improvements and integrations.
- Participate in planning, prioritization, testing, implementation, and post-implementation review of ServiceNow enhancements.
Bargaining Unit / Salary Range
NAGE UNIT 6 / TPL: Senior Systems Programmer (PDPP) /$100,000 – $135,000
As per the Unit 6 Collective Bargaining Agreement between the Commonwealth of Massachusetts and the National Association of Government Employees. The range is based upon a series of steps. Any potential offer is determined based upon an analysis of the minimum entrance requirements, the candidate’s relevant work experience and educational achievement level.
How to Apply
Interested candidates must submit their application, no later than 5:00pm, on August 6, 2026 at https://careers.macomptroller.org/jobs/careers.
Submissions should include a cover letter and resume. Candidates chosen to advance to a second-round interview will also be required to submit:
• three business writing samples; and
• three professional references.
Late submissions may be considered solely at the discretion of CTR.