ServiceNow Developer

ServiceNow Development and Configuration

Integration and Automation

Requirements Analysis and Technical Implementation

Testing and Quality Assurance

Troubleshooting and Production Support

Documentation, Security, and Governance

Key Challenges

Decision-Making Responsibilities

Key Stakeholder Interactions

Educational Qualifications

Experience

• 3–5 years of IT experience, with hands-on expertise in ServiceNow development and configuration.
• Practical experience with ServiceNow scripting, workflows, integrations, testing, and troubleshooting.
• Exposure to ServiceNow IRM/GRC, IT compliance, risk management, audit, policy and compliance, controls, issues, or TPRM processes is preferred.
• Analysis and Technical Implementation
• Translate user stories, functional requirements, and acceptance criteria into technical tasks, estimates, configurations, and code changes.
• Participate in requirement walkthroughs and technical design discussions with functional consultants, business stakeholders, and solution architects.
• Identify dependencies across workflows, integrations, data models, user roles, notifications, and reports.
• Recommend appropriate configuration, scripting, and integration approaches aligned with platform standards and business objectives.
• Testing and Quality Assurance
• Prepare and execute unit test cases to validate configurations, scripts, workflows, and integrations.
• Support System Integration Testing (SIT), User Acceptance Testing (UAT), regression testing, and release validation.
• Investigate defects, implement fixes, validate remediation, and support post-deployment verification.
• Participate in peer reviews and ensure that technical changes meet functional, security, performance, and quality requirements.
• Troubleshooting and Production Support
• Diagnose and resolve application defects, integration failures, access-related issues, data discrepancies, and performance concerns.
• Perform root-cause analysis and implement controlled fixes within agreed timelines.
• Collaborate with platform, QA, integration, and production support teams to resolve cross-functional technical issues.
• Support production releases, enhancements, incident resolution, and continuous improvement initiatives.
• Documentation, Security, and Governance
• Maintain technical design documents, configuration records, code comments, test evidence, deployment instructions, and knowledge articles.
• Follow secure coding practices, role-based access controls, data privacy requirements, and audit trail standards.
• Adhere to source control practices, update-set or application repository management, change governance, and release management processes.
• Identify technical risks, security concerns, performance issues, and data-quality problems, escalating them to the technical lead when necessary.
• Develop and maintain reports, dashboards, data validation checks, and scheduled monitoring for risk, compliance, audit, and management reporting.
• Key Challenges
• Translating complex risk, compliance, audit, and control requirements into effective and maintainable ServiceNow solutions.
• Balancing configuration and customization while preserving platform security, performance, scalability, and upgrade compatibility.
• Managing dependencies across workflows, integrations, data, permissions, notifications, and reporting components.
• Resolving technical defects within agreed timelines while maintaining change controls, data integrity, and audit evidence.
• Coordinating with multiple technical and functional teams to address issues involving interconnected systems and processes.
• Decision-Making Responsibilities
• Select suitable configuration, scripting, Flow Designer, and integration approaches for assigned requirements within approved architectural standards.
• Analyze technical issues and identify whether the root cause relates to configuration, code, access permissions, integrations, or data.
• Design reusable scripts, subflows, and components while minimizing unnecessary customization.
• Recommend technical improvements that enhance maintainability, strengthen controls, simplify workflows, and reduce manual effort.
• Identify and escalate technical risks, security concerns, performance impacts, and deviations from approved designs.
• Key Stakeholder Interactions
• Internal Stakeholders
• IT Compliance and Enterprise Risk teams
• ServiceNow IRM/GRC Functional and Platform Teams
• Solution Architects and Business Process Owners
• Internal Audit and Information Security teams
• QA, UAT, Integration, and Production Support teams
• Release and Change Management teams
• Database and Middleware teams
• External Stakeholders
• ServiceNow implementation partners
• Managed service providers and platform support vendors
• Integration partners and third-party application teams
• Vendors supporting risk, compliance, audit, and third-party risk management processes
• Qualifications and Experience
• Educational Qualifications
• Bachelor's degree in Engineering, Computer Science, Information Technology, Information Systems, or an equivalent discipline.
• Must-Have Skills
• ServiceNow Development: Hands-on experience with ServiceNow platform development, configuration, scripting, workflows, and application support.
• Third-Party Risk Management (TPRM): Understanding of third-party/vendor risk processes, risk assessments, compliance workflows, issue management, and remediation.
• Strong knowledge of JavaScript, Glide APIs, Business Rules, Script Includes, Client Scripts, UI Policies, ACLs, Flow Designer, notifications, scheduled jobs, reports, and dashboards.
• Working knowledge of scoped applications, role-based security, debugging, and unit testing.
• Strong analytical thinking, problem-solving, attention to detail, ownership, and technical documentation skills.
• Good-to-Have Skills
• Governance, Risk, and Compliance (GRC): Exposure to enterprise governance, risk, compliance, audit, policy, and control management workflows.
• Integrated Risk Management (IRM): Familiarity with ServiceNow IRM capabilities and risk-related processes.
• Experience with REST/SOAP APIs, IntegrationHub, JSON/XML, import sets, transform maps, and data loads.
• Familiarity with update sets, application repositories, source control concepts, and basic performance troubleshooting.
• Exposure to Automated Test Framework (ATF), MID Server, Agile methodologies, Software Development Life Cycle (SDLC), ITIL, change/release management, and CI/CD practices.
• Strong communication, collaboration, prioritization, learning agility, and timely escalation of technical risks and blockers.
• Roles and Responsibilities
• ServiceNow Development and Configuration
• Develop and configure ServiceNow IRM/GRC capabilities supporting policy and compliance, risk management, audits, controls, issues, exceptions, evidence collection, remediation, and TPRM workflows.
• Configure tables, forms, fields, views, UI Policies, Client Scripts, Business Rules, Script Includes, Access Control Lists (ACLs), notifications, and scheduled jobs.
• Develop and maintain workflows using Flow Designer, subflows, and reusable actions to automate business processes and improve operational efficiency.
• Implement platform solutions based on approved business requirements, technical specifications, and architectural guidelines.
• Follow ServiceNow development best practices, scoped application principles, and customization guidelines to ensure maintainability and upgrade compatibility.
• Integration and Automation
• Develop and support integrations using REST/SOAP APIs, IntegrationHub, import sets, transform maps, and data sources.
• Work with JSON/XML payloads, approved authentication mechanisms, and established integration patterns.
• Support data imports, transformations, validation, and synchronization across ServiceNow and connected enterprise applications.
• Identify opportunities to simplify workflows through automation, reusable components, and low-code/no-code capabilities.

Must-Have Skills

Good-to-Have Skills

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA) certification is preferred.
• ServiceNow Certified Application Developer (CAD) or Certified Implementation Specialist (CIS) – Risk and Compliance exposure is an added advantage.
• Exposure to ServiceNow IRM/GRC, IT compliance, risk management, audit, policy and compliance, controls, issues, or TPRM processes is preferred.

Responsibilities

• Develop and configure ServiceNow IRM/GRC capabilities supporting policy and compliance, risk management, audits, controls, issues, exceptions, evidence collection, remediation, and TPRM workflows.
• Configure tables, forms, fields, views, UI Policies, Client Scripts, Business Rules, Script Includes, Access Control Lists (ACLs), notifications, and scheduled jobs.
• Develop and maintain workflows using Flow Designer, subflows, and reusable actions to automate business processes and improve operational efficiency.
• Implement platform solutions based on approved business requirements, technical specifications, and architectural guidelines.
• Follow ServiceNow development best practices, scoped application principles, and customization guidelines to ensure maintainability and upgrade compatibility.
• Develop and support integrations using REST/SOAP APIs, IntegrationHub, import sets, transform maps, and data sources.
• Work with JSON/XML payloads, approved authentication mechanisms, and established integration patterns.
• Support data imports, transformations, validation, and synchronization across ServiceNow and connected enterprise applications.
• Identify opportunities to simplify workflows through automation, reusable components, and low-code/no-code capabilities.