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** **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 / 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