ServiceNow Developer

Overview

looking for a ServiceNow Developer to design, build, and enhance solutions within the IT Service Management (ITSM) module, while also providing ongoing production/BAU support on the same platform.  The ideal candidate is equally comfortable doing new development (configuration, scripting, workflow design) and being a go-to resource for troubleshooting, incident resolution, and stabilization of existing ITSM processes — Incident, Problem, Change, Request, Knowledge, and CMDB.

Key Responsibilities

• Design, develop, configure, and enhance ServiceNow ITSM applications: Incident, Problem, Change, Request Management, Knowledge Management, and CMDB.
• Provide L2/L3 production support for the ITSM module — triage and resolve platform issues, script errors, workflow failures, and integration breaks.
• Translate business requirements and user stories into technical designs, then build them using Flow Designer, Business Rules, Client Scripts, UI Policies, ACLs, and Script Includes.
• Build and maintain integrations between ServiceNow and other enterprise systems (REST/SOAP APIs, MID Server, LDAP/SSO).
• Support ITIL-aligned processes and ensure platform configuration adheres to ITIL best practices (Incident, Problem, Change, Release, Request Fulfillment).
• Participate in release management: testing, deployment, update set migration across Dev/Test/Prod instances.
• Maintain and improve CMDB data quality, CI relationships, and discovery configuration.
• Partner with Business Analysts, Architects, and Process Owners to refine requirements and prioritize backlog items.
• Support internal/external audit requests by documenting configurations, controls, and change history.
• Create and maintain technical documentation, runbooks, and knowledge base articles.
• Participate in an on-call/rotational support model as needed for production incidents.

Required Qualifications

• Bachelor's degree in Computer Science, Information Systems, or equivalent practical experience.
• 8+ years of hands-on ServiceNow development experience, with strong depth in the ITSM/ITIL module specifically.
• Solid understanding of ITIL framework and processes (Incident, Problem, Change, Request, Release).
• Proficiency in JavaScript, Glide APIs, Business Rules, Client Scripts, UI Policies/Actions, ACLs, Script Includes.
• Experience with Flow Designer / Workflow Editor, Service Portal, and update set/change management practices.
• Experience with CMDB structure, CI classes, and relationships.
• Experience supporting a live production ServiceNow environment (not just greenfield builds).
• Strong troubleshooting and root-cause analysis skills under time pressure.
• Prior experience in financial services, banking, or another regulated industry is a strong plus.
• Excellent written and verbal communication skills; comfortable working directly with business stakeholders and auditors.

Preferred / Nice to Have

• ServiceNow Certified System Administrator (CSA).
• ServiceNow Certified Application Developer (CAD).
• ITIL Foundation Certification.
• Experience with additional ServiceNow modules: ITOM, ITAM/SAM, SecOps, GRC/IRM.
• Experience with REST/SOAP integrations, MID Server setup, and SSO/LDAP integration.
• Exposure to Agile/Scrum delivery methodology.