Role Overview:This role involves hands-on configuration, customization, and development on the ServiceNow platform, focusing on modules such as Incident Management, Change Management, Service Catalog, CMDB, Asset Management, and ITOM. The developer will be responsible for extensive scripting, integration development, and building scoped applications, while adhering to best practices, CSDM, and security considerations. A key aspect of the role is leveraging ServiceNow Now Assist capabilities for AI-augmented development and continuous platform improvement.
Key Responsibilities:- Perform hands-on configuration and customization of the ServiceNow platform to meet business requirements across various modules.
- Write and document clean, efficient, and maintainable JavaScript code for both server-side (Business Rules, Script Includes, Flow Designer) and client-side (Client Scripts, UI Policies) functionalities, including code reviews.
- Design, develop, and maintain integrations using ServiceNow Workflow Data Fabric (IntegrationHub), REST/SOAP APIs, and middleware-based architectures, applying patterns like ETL and event-driven designs.
- Provide technical expertise for development issues and support the administration of multiple ServiceNow instances, including access control, workflow automation, and system maintenance.
- Develop and maintain ServiceNow scoped applications with an understanding of application scope isolation, cross-scope access, and licensing implications, aligning with CSDM.
- Collaborate with implementation partners, business users, and IT teams to gather requirements and translate them into efficient and scalable ServiceNow solutions.
- Design and develop ServiceNow solutions including forms, workflows, scripts, business rules, UI policies, and integrations to improve system performance.
- Conduct thorough testing of ServiceNow enhancements, updates, and patches to ensure system stability, functionality, and adherence to best practices, with familiarity in ATF.
- Proactively identify security considerations in development, supporting platform security hardening activities including ACLs, security properties, and data classification.
- Create and maintain comprehensive technical documentation, including design documents, integration runbooks, and knowledge articles, and provide training to end-users.
- Leverage ServiceNow Now Assist capabilities for AI-assisted code generation (Build Agent), virtual agent design, and predictive intelligence configuration, supporting ITSM use cases.
- Maintain ServiceNow certifications, stay updated on features and industry trends, and identify opportunities for continuous process improvement.
Required Skills:- Proficient in ServiceNow platform configuration, including user management, access control, form design, workflow automation, scripting (server-side and client-side), business rules, UI policies, integrations, and reporting.
- Experience with IntegrationHub, REST/SOAP API development, and scoped application development.
- Understanding of CSDM and platform licensing implications of custom tables.
- Familiarity with ServiceNow Now Assist capabilities, including AI-assisted code generation (Build Agent), virtual agent design, and predictive intelligence configuration.
- Comfort working with AI-assisted development tools and the ability to evaluate AI-generated output for quality and compliance.
- Familiarity with ITSM/ITIL processes and best practices, particularly Incident Management, Change Management, and Service Catalog.
- Ability to analyze complex business requirements, identify system issues, and propose effective solutions.
- Strong troubleshooting and problem-solving skills.
- Excellent interpersonal and communication skills to effectively collaborate with management, stakeholders, vendor partners, and contracted resources.
- Ability to gather requirements, provide technical input during discovery, and deliver training and support to users.
- Proactive communication about progress, challenges, and dependencies.
- Ability to take ownership of assigned work from requirements through deployment, manage competing priorities, and raise blockers early.
- Strong attention to detail and commitment to delivering high-quality solutions.
- Ability to adapt to changing priorities, handle multiple tasks simultaneously, and continuously learn and apply new concepts and technologies.
Qualifications:- Minimum of 5 years of hands-on experience as a ServiceNow developer configuring and customizing the ServiceNow platform, particularly for ITSM, ITOM, and HAM modules.
- ServiceNow certifications such as Certified Application Developer (CAD), Certified System Administrator (CSA), or Certified Implementation Specialist (CIS) in one or more ServiceNow modules.
Preferred Skills:- Experience with ServiceNow product implementation.
- Familiarity with ServiceNow Automated Test Framework (ATF) for regression testing.
- ITIL v4 certification.
