ServiceNow Senior Developer - IT Service Management (ITSM)

Overview

Key Responsibilities

• Design, configure, and maintain key ServiceNow ITSM modules, such as:
• Incident Management
• Problem Management
• Change Management
• Request Management
• Knowledge Management
• Provide hands-on development throughout the platform, including:
• Business Rules, Client Scripts, and UI Policies
• Flow Designer and workflow automation
• Form and catalog configurations
• SLA and approval logic implementation
• Manage and support day-to-day operations (BAU) by:
• Investigating and resolving defects (L2/L3 support)
• Enhancing existing ITSM processes and workflows
• Continuously improving service delivery logic and user experience
• Ensure that all solutions are developed in accordance with:
• Platform standards
• Reusable design patterns
• Best practices for performance and scalability
• Collaborate closely with the following stakeholders to convert requirements into functional, production-ready solutions:
• Service owners
• Operations teams
• Demand and backlog teams
• Support release and deployment processes by:
• Managing update sets
• Providing testing support and validation
• Resolving issues that arise after deployment
• Work alongside other module owners (such as ITOM, integrations, CSM, etc.) to maintain cross-platform consistency and ensure integration stability

Requirements

• Over 7 years of experience in ServiceNow development, with a strong emphasis on ITSM
• Demonstrated hands-on expertise in building and supporting:
• o Incident, Request, Change, and Problem management workflows
• o Service Catalog and request fulfillment processes
• Solid technical skills in:
• o JavaScript and Glide API
• o Flow Designer and workflow automation
• o Business Rules, Client Scripts, and UI Policies
• Experience operating within a live production support environment (BAU), including:
• o Managing enhancements, defect resolution, and operational changes
• o Coordinating work within release cycles and adhering to change governance
• Strong understanding of:
• o SLA configuration
• o Approval workflows
• o Fundamental ServiceNow data model concepts
• Capability to independently manage delivery from requirements gathering through to deployment
• Experience working in Agile or hybrid project delivery settings

• Preferred And Additional Experience

• Experience in large-scale ServiceNow environments involving multiple modules and high user volumes
• Familiarity with:
• o IntegrationHub and API-based integrations
• o ITOM and CMDB concepts, with cross-module understanding
• ServiceNow certifications including:
• o CSA (mandatory or highly preferred)
• o CIS-ITSM (preferred)
• o CAD certification is an advantage

Benefits