Specialist, Software Engineer - ServiceNow Platform

Key Responsibilities

• Platform Development & Configuration
• Design, develop, and maintain ServiceNow applications, workflows, integrations, and platform configurations.
• Build scalable solutions using the variety of opportunities provided by the platform, including items such as : Flow Designer, Integration Hub, scripting, UI Policies and Actions
• Create and maintain Service Catalog items, record producers, knowledge management processes, and self-service experiences.
• Develop custom applications while adhering to ServiceNow best practices and enterprise governance standards.
• Participate in platform upgrades, patching activities, and technical debt remediation efforts.
• ITSM & Service Operations
• Support and enhance Incident, Problem, Change, Request, Knowledge, and CMDB processes.
• Develop automation solutions that improve operational efficiency and reduce manual effort.
• Partner with service owners to optimize service management processes and improve user experiences.
• Implement and maintain SLAs, OLAs, and operational performance reporting.
• HRSD Support
• Configure and maintain HR case management workflows and employee service experiences.
• Support HR knowledge management, employee journey automation, and case routing processes.
• Ensure appropriate handling of sensitive employee data through role-based access controls and security best practices.
• Customer Service Management (CSM)
• Enhance customer-facing service workflows and omnichannel service experiences.
• Integrate customer service processes with enterprise systems and support tools.
• Develop automations that improve customer satisfaction, case resolution times, and reporting capabilities.
• ITOM Discovery & CMDB
• Support ServiceNow Discovery implementation, configuration, and troubleshooting.
• Assist with CMDB data quality initiatives and service mapping efforts.
• Develop integrations and automation to improve configuration management accuracy.
• Partner with infrastructure and operations teams to maintain reliable discovery schedules and data governance practices.
• Business Continuity Management (BCM)
• Support BCM application configuration and process automation.
• Assist in the management of continuity plans, testing schedules, recovery documentation, and compliance reporting.
• Collaborate with risk, compliance, and operational teams to improve resiliency processes.
• Collaboration & Delivery
• Participate in Agile ceremonies, including sprint planning, refinement, reviews, and retrospectives.
• Work closely with architects, product managers, business analysts, and platform administrators to deliver solutions aligned with enterprise roadmaps.
• Provide production support, root cause analysis, and issue resolution for platform-related incidents.
• Contribute to documentation, development standards, and knowledge-sharing activities.

Additional Skillsets

• Experience
• 3-5 years of hands-on ServiceNow development experience in an enterprise environment.
• Experience supporting multiple ServiceNow modules, including: ITSM HRSD CSM ITOM Discovery SLO
• ITSM
• HRSD
• CSM
• ITOM Discovery
• SLO
• Strong JavaScript development skills.
• Experience with ServiceNow Flow Designer and IntegrationHub.
• Understanding of CMDB concepts (including CSDM), configuration management, and ITIL processes.
• Experience working within Agile delivery teams.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent written and verbal communication skills.
• Technical Skills
• Flow Designer
• IntegrationHub
• App Engine
• Service Catalog
• Service Portal
• UI Builder
• CMDB
• Discovery
• Business Rules
• Script Includes
• ACLs
• Transform Maps
• Import Sets
• Performance Analytics
• Development & Integration
• JavaScript
• REST APIs
• SOAP APIs
• JSON
• XML
• Git-based source control
• Frameworks & Methodologies
• ITIL
• Agile/Scrum
• SDLC
• Change Management
• Platform Governance

Key Competencies

Job Description Summary

Key Responsibilities

• Analyze solutions, develop, test, debug, document, and deploy software according to standards and best practices in an agile environment.
• Apply secure software and systems engineering practices throughout the delivery lifecycle to ensure our data and technology solutions are protected from threats and vulnerabilities.
• Use DevSecOps practices, tooling, and techniques.
• Drive continuous improvement and learning through ongoing training, practice, and innovation.
• Manage medium to large project priorities, deadlines, and deliverables proactively.
• Provides technical guidance to others.
• May perform other responsibilities as assigned.
• Reporting Relationships: Reports to a Technology Manager/Director.
• Typical Skills and Experiences: Education : Completion of undergraduate studies in computer science, management information systems, or other related degrees. Technology experience or non-traditional technology certificates can be substituted for an undergraduate degree. Experience : Four or more years of software engineering, analysis, or related technology experience. Knowledge, Abilities and Skills: Proficiency in one or more programming languages such as Java, C++, Python, and JavaScript. Strong knowledge of the software development lifecycle. Proven ability to tackle complex business and development problems. Ability to thrive in a team environment. Insurance/financial services industry knowledge is a plus. Other criteria, including leadership skills, competencies, and experiences may take precedence. Staffing exceptions to the above must be approved by the hiring manager’s leader and Human Resources Business Partner. Values : Regularly and consistently demonstrates Nationwide Values. Job Conditions: Overtime Eligibility : Not Eligible (Exempt) Working Conditions: Hybrid to normal office environment. Associates may have on-call responsibility after normal working hours and/or on weekends. ADA : The above statements cover what are generally believed to be principal and essential functions of this job. Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of duties.

Benefits

• We have an array of benefits to fit your needs, including: medical/dental/vision, life insurance, short and long term disability coverage, paid time off with newly hired associates receiving a minimum of 18 days paid time off each full calendar year pro-rated quarterly based on hire date, nine paid holidays, 8 hours of Lifetime paid time off, 8 hours of Unity Day paid time off, 401(k) with company match, company-paid pension plan, business casual attire, and more. To learn more about the benefits we offer, click here .
• Nationwide is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive culture where everyone feels challenged, appreciated, respected and engaged. Nationwide prohibits discrimination and harassment and affords equal employment opportunities to employees and applicants without regard to any characteristic (or classification) protected by applicable law.

NOTE TO EMPLOYMENT AGENCIES

Requirements

• Experience
• 3-5 years of hands-on ServiceNow development experience in an enterprise environment.
• Experience supporting multiple ServiceNow modules, including: ITSM HRSD CSM ITOM Discovery SLO
• ITSM
• HRSD
• CSM
• ITOM Discovery
• SLO
• Strong JavaScript development skills.
• Experience with ServiceNow Flow Designer and IntegrationHub.
• Understanding of CMDB concepts (including CSDM), configuration management, and ITIL processes.
• Experience working within Agile delivery teams.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent written and verbal communication skills.
• Technical Skills
• Flow Designer
• IntegrationHub
• App Engine
• Service Catalog
• Service Portal
• UI Builder
• CMDB
• Discovery
• Business Rules
• Script Includes
• ACLs
• Transform Maps
• Import Sets
• Performance Analytics
• Development & Integration
• JavaScript
• REST APIs
• SOAP APIs
• JSON
• XML
• Git-based source control
• Frameworks & Methodologies
• ITIL
• Agile/Scrum
• SDLC
• Change Management
• Platform Governance