ServiceNow ITSM Developer
The ServiceNow ITSM Developer will play a key role in designing, developing, configuring, and supporting enterprise ServiceNow solutions that enhance operational efficiency, automate service management processes, and improve the overall user experience. Working closely with Business Analysts, Solution Architects, Project Managers, and platform teams, you will develop scalable solutions that align with ServiceNow best practices, ITIL standards, and enterprise governance requirements.
As the ServiceNow ITSM Developer, you will be responsible for developing, configuring, and maintaining ServiceNow applications and integrations to support enterprise ITSM processes. You will collaborate with cross-functional teams to translate business requirements into scalable technical solutions while ensuring platform stability, security, and maintainability. The successful candidate will contribute throughout the full software development lifecycle, from solution design and development through testing, deployment, and ongoing platform optimization.
Responsibilities
- Develop, configure, and customize ServiceNow ITSM applications, workflows, business rules, client scripts, UI policies, and automation
- Design, develop, and support core ServiceNow modules including Incident, Problem, Major Incident Management (MIM), Change, Request, Service Catalog, Knowledge Management, CMDB, and Service Portal
- Collaborate with Business Analysts and stakeholders to analyze business and operational requirements and translate them into scalable ServiceNow solutions
- Develop and maintain integrations between ServiceNow and external enterprise applications using REST APIs, SOAP web services, IntegrationHub, and related integration technologies
- Perform platform administration activities including user administration, roles, groups, ACLs, Service Portal configuration, and platform maintenance
- Support CMDB configuration and data management activities to ensure platform integrity and service visibility
- Develop and execute unit testing while supporting system integration testing, regression testing, and quality assurance activities
- Troubleshoot application defects, performance issues, and platform-related incidents while identifying opportunities for optimization
- Produce and maintain technical documentation including solution designs, configuration records, technical specifications, and operational procedures
- Collaborate with Enterprise Platform teams, architects, and project leadership to ensure alignment with ServiceNow architecture, governance standards, and development best practices
- Apply ITIL principles and ServiceNow best practices to improve service delivery, automation, and operational effectiveness
- Contribute to continuous platform improvement by recommending enhancements, automation opportunities, and development standards
Requirements
- 5+ years of hands-on ServiceNow development experience supporting enterprise implementations
- Strong experience developing and configuring ServiceNow ITSM modules including Incident, Problem, Change, Request, Service Catalog, Knowledge Management, CMDB, and Service Portal
- Proficiency with JavaScript, Glide APIs, Business Rules, Client Scripts, UI Policies, Flow Designer, and IntegrationHub
- Experience developing integrations using REST APIs, SOAP web services, MID Servers, and related integration technologies
- Strong understanding of ServiceNow platform architecture and development best practices
- Experience supporting platform administration including ACLs, roles, groups, user management, and security configuration
- Experience participating in Agile software development methodologies
- Strong analytical, troubleshooting, and problem-solving skills
- Excellent written and verbal communication skills
- Ability to work effectively within cross-functional, globally distributed project teams
- ServiceNow Certified System Administrator (CSA) certification is preferred
- ServiceNow Certified Application Developer (CAD) certification is considered a strong asset
- ITIL Foundation certification is considered an asset