ServiceNow Developer

Key Responsibilities

• ServiceNow Administration/Development: Serve as the ServiceNow Administrator, ensuring system health, regular maintenance, and optimal performance. Track and prepare for all maintenance notifications, assess potential risks to the ServiceNow environment, and execute proactive remediation as needed. Log and document all maintenance changes and communicate potential production impacts across teams. Manage version releases, upgrades, and patches to ensure the platform is secure, supported, and functioning effectively without disrupting existing capabilities. Design and develop ServiceNow customizations, including workflows, applications, UI enhancements, system configurations, and integrations with third-party tools.
• AWS Connect Administration/Development: Act as the AWS Connect Administrator, overseeing configuration, customization, maintenance, and integration with other tools. Quickly learn, master, and lead AWS Connect as a key enterprise solution, becoming the go-to technical lead for its lifecycle management.
• Process Optimization and Best Practices: Apply ITIL/ITSM frameworks to design, development, implementation, and maintenance of solutions, ensuring services align with best practices for reliability, scalability, and efficiency. Integrate technical solutions across ServiceNow and AWS Connect to enhance workflows, data sharing, and business processes.
• Documentation and Communication: Continuously update and document the organization’s technology infrastructure, including configurations, workflows, integrations, and development changes for longevity and clarity. Lead internal demonstrations of completed enhancements to explain new features, capabilities, and business value to technical and non-technical stakeholders.
• Leadership & Support: Collaborate with the product team(s) to gather and analyze business and technical requirements, translating them into actionable system improvements. Provide mentorship to team members, delivering guidance around best practices and technical support for both ServiceNow and AWS Connect technologies. Monitor ServiceNow and AWS Connect for vulnerabilities, system risks, and opportunities to improve performance and proactively resolve issues as they arise.
• Industry Awareness: Remain up to date on industry trends and innovations in ServiceNow and AWS Connect to keep the organization’s systems competitive and future ready.

Qualifications

• 5+ years of hands-on experience as a ServiceNow Developer, with proven customization and operational management skills.
• Deep understanding of ServiceNow ecosystems, including ITSM modules (Incident, Change, Problem, Request, Knowledge, CMDB, etc.).
• Solid understanding of ITIL and its application to ServiceNow workflows and platform administration.
• Proficiency in JavaScript, Glide scripting, and web technologies (HTML, CSS, REST/SOAP APIs).
• Demonstrable experience tracking and implementing platform patches, upgrades, and version releases with minimal business disruption.
• Experience developing and managing integrations between ServiceNow and third-party systems using APIs.
• Ability to create and maintain clear, detailed documentation of technology infrastructure and development workflows.
• Familiarity with AWS Connect development and administration, or the ability and willingness to rapidly learn and take ownership of the system.
• Strong analytical and problem-solving skills, with the ability to troubleshoot and remediate issues independently or collaboratively.
• Exceptional customer service mindset, with the ability to engage stakeholders at all levels, actively listen to their needs, provide clear and proactive communication, present demos to showcase solutions, and deliver tailored, innovative solutions that drive business value and satisfaction.