Job Summary
Key Responsibilities ServiceNow Solution Development • Design, develop, and implement ServiceNow solutions supporting ITIL and enterprise service management processes • Configure and customize ServiceNow applications, forms, workflows, catalogs, portals, and user interfaces to meet business requirements • Develop and maintain scalable solutions using Business Rules, Client Scripts, Script Includes, UI Policies, UI Actions, ACLs, Notifications, Formatters, UI Pages, UI Macros, Workflow Editor, and Flow Designer to automate business processes and improve operational efficiency • Design and implement reusable components and development standards that promote consistency across the platform • Evaluate and apply new ServiceNow platform capabilities — including Now Assist and generative AI features — to extend and modernize existing solutions Platform Administration & Support • Provide day-to-day administration, support, maintenance, and troubleshooting of the ServiceNow platform • Monitor system performance and proactively identify opportunities for optimization and improvement • Analyze and resolve platform issues while ensuring system stability, security, and performance • Support platform upgrades, patching activities, and release deployments while minimizing business disruption Requirements Analysis & Solution Design • Collaborate with business stakeholders to gather, analyze, and translate business requirements into technical specifications and solution designs • Participate in solution design workshops and recommend best-practice approaches that maximize out-of-the-box functionality • Create functional and technical design documentation to support development and future platform maintenance • Design, develop, and support integrations between ServiceNow and internal or third-party systems • Utilize modern integration technologies and methodologies, including REST APIs, SOAP services, MID Server, and Integration Hub capabilities • Ensure data consistency, integrity, and compliance across platform integrations and interfaces Testing & Quality Assurance • Develop comprehensive test strategies, test plans, and use-case scenarios to validate solution functionality and performance • Collaborate with development, quality assurance, and business teams to support system testing and User Acceptance Testing (UAT) • Perform code reviews and quality assessments to ensure adherence to development standards and best practices • Build and maintain Automated Test Framework (ATF) test suites to support regression testing and upgrade validation Technical Leadership • Provide technical guidance and mentorship to junior developers and platform support personnel • Promote development standards, coding best practices, and platform governance principles • Participate in architectural discussions and contribute to long-term platform strategy and improvement initiatives • Serve as a subject matter expert for ServiceNow platform capabilities, customizations, and integrations • Assist in evaluating new ServiceNow features and technologies to improve platform capabilities and user experience Required Qualifications • Bachelor\'s degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent professional experience • Minimum of five (5) years of hands-on ServiceNow development experience • Strong experience designing and configuring ServiceNow applications, workflows, forms, and integrations • Advanced knowledge of ServiceNow development components, including Business Rules, Client Scripts, Script Includes, UI Policies, UI Actions, ACLs, Notifications, Flow Designer, Integration Hub, Reporting and Dashboards, Database Views, Performance Analytics, and Automate
Key Responsibilities
2. Mentor Team Members And Administrators While Developing Standard Operating Procedures (Sops) And Maintaining Comprehensive Documentation, Enhancing Team Competency And Knowledge Sharing.
3. Validate Change Order Implementation Plans And Assess Human Error Compliance, Leveraging Analytical Skills To Participate In Capacity Planning And Resource Allocation.
4. Facilitate Positive Customer Feedback By Actively Participating In Customer Meetings, Employing Effective Communication To Address And Resolve Any Issues Faced By Stakeholders.
5. Conduct Validations And Analyses, Such As Root Cause And Trend Analysis, Using Relevant Tools To Generate Reports That Inform Key Business Stakeholders And Enhance Task Performance.
Skill Requirements
Strong experience designing and configuring ServiceNow applications, workflows, forms, and integrations • Advanced knowledge of ServiceNow development components, including Business Rules, Client Scripts, Script Includes, UI Policies, UI Actions, ACLs, Notifications, Flow Designer, Integration Hub, Reporting and Dashboards, Database Views, Performance Analytics, and Automated Test Framework (ATF) • Strong experience with web technologies, including JavaScript, JSON, XHTML, and XML • ServiceNow Certified System Administrator (CSA) required • ServiceNow Certified Application Developer (CAD) required • Excellent analytical, troubleshooting, and problem-solving skills • Strong verbal and written communication skills • Experience supporting ServiceNow platform upgrades and release management activities • Experience developing and supporting Service Portal, Employee Center, and custom portal solutions • Experience with the ServiceNow ITSM suite • Experience working in Agile or DevOps delivery environments • Knowledge of ITIL processes and service management best practices
Other Requirements
One or more ServiceNow Certified Implementation Specialist (CIS) credentials (e.g., CIS-ITSM, CIS-CSM, CIS-HR, CIS-Discovery, or CIS Foundations – CMDB & CSDM) • ITIL v4 Foundation certification • Experience with Now Assist, generative AI, or LLM-based scripting integrations on the platform • Experience with CI/CD pipelines and ServiceNow-native DevOps tooling • Familiarity with CMDB, CSDM, and Discovery/Service Mapping data structures • Experience mentoring or leading a small development team • Exposure to additional ServiceNow modules such as ITOM, ITAM, SAM, SPM, HRSD, or CSM