Responsibilities
This position will support our newly awarded DCSA contract.
Empower AI is seeking a Service Portal Developer to build and continuously improve the modernized IT Service Portal that serves as the 'front door' for every interaction the approximately 13,000 users of a Department of War agency have with IT. Working from the UX Designer's research, personas, and designs and the Government-prioritized CX Roadmap, the developer implements portal pages, widgets, forms, and knowledge experiences on the ITSM platform (e.g., ServiceNow Service Portal / Employee Center), including the user-facing Confirm and Close / Reopen ticket actions, searchable knowledge, and automated request fulfillment flows, and ensures everything meets Section 508 accessibility and responsive design standards.
Work is delivered in an Agile framework with formal stakeholder demonstration and acceptance. This is a salaried, FLSA-exempt position in which you will independently analyze situations, determine the appropriate course of action, and exercise discretion and independent judgment on matters of significance to the program and its customers.
THIS IS A HYBRID ROLE BASED IN QUANTICO, VA (RKB) WITH REMOTE WORK ELIGIBILITY AND UP TO 10% OF TRAVEL INVOLVED.
Job duties
- Design, develop, test, and maintain Service Portal / Employee Center pages, widgets (HTML, CSS, JavaScript/AngularJS or Next Experience components), themes, and forms on the ITSM platform, implementing the UX Designer's designs and the CX Roadmap backlog.
- Implement the user-facing self-service experience: searchable knowledge base presentation, automated request fulfillment flows, ticket status views, and the Confirm and Close / Reopen actions that support the Customer-Confirmed Ticket Closure process.
- Ensure all portal components are Section 508 / WCAG 2.x compliant, responsive, and performant; support VPAT preparation; and integrate Virtual Agent, knowledge, and catalog components with the Tier 0 / Deflection Content Analyst.
- Analyze portal usage analytics and user feedback with the UX Designer to identify improvements, and provide portal usage statistics and development status for the Monthly Customer Support Activity Report.
- Design, develop, test, and maintain custom solutions on the Microsoft 365 / Power Platform toolset (Power Apps, Power Automate, SharePoint Online, SPFx, JavaScript/TypeScript) to automate business processes and improve the user experience, as directed by the Government-prioritized backlog.
- Provide front-end and back-end maintenance and custom configuration for the Government's public-facing web content on the current web content management system (e.g., AFPIMS) using HTML, CSS, JavaScript, and Adobe Creative Suite.
- Ensure all web content and applications are fully compliant with Section 508 accessibility requirements, responsive design principles, and Government coding standards, and prepare Voluntary Product Accessibility Templates (VPATs) for developed applications upon request.
- Support the modernized IT Service Portal and self-service experience by developing portal components, forms, and knowledge presentation features in coordination with the UX Designer and ITSM platform developers.