Senior ServiceNow Developer

About the role

CLA is a top 10 national professional services firm where our purpose is to create opportunities every day, for our clients, our people, and our communities through industry-focused wealth advisory, digital, audit, tax, consulting, and outsourcing services. CLA is growing and seeking to hire an experienced Senior ServiceNow Developer to join our talented Information Technology team. The position offers growth, flexibility and a collaborative work environment.

Responsibilities

• Administer and optimize the cloud-based workflow automation platform ServiceNow.
• Identify opportunities for efficiencies, usability improvements, and 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 degree is 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.
• Excellent communication, facilitation, and organizational skills.
• Strong critical/analytical thinking and problem-solving skills.

10% Travel