Senior ServiceNow Developer

About the role

CLA is a top 10 national professional services firm dedicated to building a culture that invites different beliefs and perspectives to the table. We are seeking an experienced Senior ServiceNow Developer to join our Information Technology team. The position offers growth, flexibility, and a collaborative work environment.

Responsibilities

• Administer and optimize our cloud-based workflow automation platform ServiceNow.
• Identify opportunities for efficiencies, usability, and manage future implementation plans.
• Serve as the primary liaison between the business, IT team, and vendors.
• Resolve issues, questions, and requests related to the implementation and support of ServiceNow modules, including ITSM, CSM, and ITOM.
• Monitor, maintain, and optimize the ServiceNow platform to ensure high availability, performance, scalability, and alignment with business objectives.
• Collect, evaluate, prioritize, and coordinate enhancement requests across supported ServiceNow applications and modules.
• Coordinate platform upgrades, patching, releases, and development activities with ServiceNow, vendors, and internal IT teams.
• Perform testing and validation of critical business processes, workflows, integrations, and platform enhancements prior to production deployment.
• Design, develop, and maintain integrations between ServiceNow and enterprise platforms using APIs, data imports, middleware solutions, and other integration technologies.
• Configure and customize ServiceNow applications, workflows, forms, business rules, catalog items, and automation solutions to support business requirements.
• Create and enhance custom ServiceNow applications that improve operational efficiency, service delivery, and user experience.
• Support and expand ServiceNow capabilities across IT Service Management (ITSM), Customer Service Management (CSM), and IT Operations Management (ITOM).
• Partner with business stakeholders, product owners, and analysts to translate business requirements into scalable and sustainable ServiceNow solutions.
• Participate in discovery, design, estimation, development, testing, and implementation activities for new platform capabilities and enhancements.
• Develop and maintain technical documentation, release notes, knowledge articles, and support materials for business and technical users.
• Collaborate with training and change management resources to support user adoption of new ServiceNow functionality.
• Review business requirements and solution designs to ensure alignment with platform architecture, governance standards, security requirements, and development best practices.
• Support workflow automation, service catalog modernization, knowledge management, case management, and enterprise service management initiatives.
• Evaluate and leverage emerging ServiceNow capabilities, including AI-powered workflows, predictive intelligence, virtual agents, and intelligent automation features.
• Assist in platform governance, performance optimization, root cause analysis, and continuous improvement efforts to maximize business value from the ServiceNow investment.

Requirements

• 4 years of ServiceNow work experience.
• Bachelor's degree required. Combination of training, experience, and education may be accepted in lieu of degree. Degrees in Information Technology, Computer Science, or other related fields are preferred.

Preferred Qualifications

• Experience with ServiceNow ITSM, CSM, and ITOM implementations and enhancements.
• Experience developing integrations with Workday, Microsoft 365, Azure, Salesforce, or other enterprise platforms.
• Familiarity with ServiceNow AI, Predictive Intelligence, Virtual Agent, Agent Workspace, and Generative AI capabilities.
• Experience working within Agile product delivery teams and participating in sprint planning, backlog refinement, and release management.

Technical Competencies

• Knowledge of ServiceNow application platform, Information Technology Infrastructure Library (ITIL) and ITIL V4 processes.
• Excellent written and verbal communication skills.
• Ability to work independently on multiple projects.
• Ability to manage multiple, concurrent projects, activities, and tasks under time constraints.
• Ability to effectively interface with staff at all levels.
• Strong critical/analytical thinking and problem-solving skills.

10% Travel