ServiceNow Sr. Developer

Key Responsibilities

• Develop and configure ServiceNow applications using ITSM modules (Incident, Problem, Change, Request Management), ensuring alignment with clients' strategic goals and requirements.
• Lead the design and architecture of complex ITSM solutions, establishing development standards and best practices across the team.
• Mentor and provide technical guidance to junior and mid-level developers on ITSM implementations.
• Collaborate with stakeholders, including business analysts and project managers, to gather and define system requirements and design solutions.
• Architect and optimize ITSM processes including advanced SLA management, assignment rules, escalation procedures, and notification workflows.
• Perform data analysis, integrations, and migration activities to ensure accurate and seamless data flow within ServiceNow.
• Understand the uses and abilities of App Engine Studio (AES) within ServiceNow.
• Customize and enhance ServiceNow's ITSM features, workflows, and functionalities to meet the unique needs of our clients.
• Design and implement enterprise-level knowledge management solutions to support incident resolution and self-service.
• Develop and maintain comprehensive reporting and dashboards to provide executive visibility into ITSM performance metrics and KPIs.
• Conduct system testing, troubleshooting, and debugging to ensure the highest level of quality and performance.
• Provide technical support and maintenance for ServiceNow implementations, ensuring system stability and uptime.
• Continuously stay updated with the latest ServiceNow features, best practices, and industry trends to drive innovation and improvement.
• Support roadmap planning for ITOM (Discovery, Service Mapping, Event Management) and ITAM (Hardware/Software Asset Management) implementations.
• Participate in CMDB health initiatives to ensure data integrity and readiness for ITOM/ITAM expansion.

Requirements

• 7+ years of experience in ServiceNow development and configuration, with a strong focus on ITSM modules.
• 3+ years of experience in a senior or lead developer capacity.
• Proficiency in scripting languages such as JavaScript, GlideScript, and PowerShell.
• Expert-level understanding of ITIL frameworks and ITSM best practices; working knowledge of ITOM and ITAM concepts.
• Experience with REST/SOAP APIs, Web Services, and integrations with third-party systems.
• Expert-level experience configuring SLAs, OLAs, and advanced workflow automation within ITSM.
• Strong analytical and problem-solving skills, with the ability to translate business requirements into technical solutions.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and stakeholders.
• Demonstrated ability to mentor junior team members and lead technical discussions with stakeholders.
• Current ServiceNow Certified System Administrator (CSA) required and will be verified.

Preferred Skills

• Experience with ServiceNow Virtual Agent, Predictive Intelligence, and Performance Analytics for ITSM.
• Familiarity with Agent Workspace and Configurable Workspace customization.
• Foundational knowledge of ITOM (Discovery, Service Mapping, Event Management) and ITAM (HAM, SAM) for future implementation phases.
• Understanding of CMDB architecture, CI relationships, and data quality best practices.
• Knowledge of Agile/Scrum methodologies and project management tools.
• Experience with ServiceNow platform upgrades and DevOps practices.