We are seeking a highly experienced ServiceNow ITSM Developer to support the design, development, and operational excellence of the organization's ServiceNow platform, with a strong emphasis on IT Service Management (ITSM) capabilities.
This role is critical to ensuring the platform effectively enables ITIL-aligned processes through intuitive, user-friendly solutions that drive adoption and operational efficiency. While governance and process design are well established, this position focuses on translating those processes into scalable, low-friction experiences within ServiceNow.
This position serves as a hybrid solution-oriented and hands-on technical role, combining solution design with active development, incident support, testing oversight, and stakeholder collaboration. The ServiceNow ITSM Developer will work closely with ServiceNow leadership, technical teams, and business partners to evolve the platform in alignment with both near-term operational needs and long-term strategic goals.
The role supports a multi-year roadmap of enhancements, including service catalog expansion, user experience improvements, and continuous maturity efforts aligned to a Level 3 capability target.
Key Responsibilities- Design and maintain scalable, secure, and maintainable ServiceNow solutions with a focus on ITSM modules
- Develop using Business Rules, Script Includes, Client Scripts, UI Policies, and Flow Designer
- Configure core ITSM modules (Incident, Problem, Change, Request, Knowledge)
- Optimize Service Catalog items and workflows for usability and adoption
- Collaborate with stakeholders to simplify workflows and improve user experience
- Support incident triage, root cause analysis, and platform stability
- Maintain development standards and governance alignment
- Support integrations (e.g., SAP)
- Participate in testing, deployment, and support
- Troubleshoot platform issues and provide resolutions
QualificationsRequired:
- 7+ years of ServiceNow experience focused on ITSM Modules
- ACTIVE Secret Clearance
- Strong development experience with ITSM modules and scripting
- Experience supporting production environments
- Strong understanding of ServiceNow architecture and ITIL
Required ITSM Experience:
- Incident Management (including Major Incident Management)
- Request Management
- Problem Management
- Change Management/Change Enablement
- Knowledge Management
- Service Catalog
Secondary Experience:
- Hardware Asset Management
- CMDB / Configuration Management
- Service Operations Workspace (Next Experience UI / SOW)
- Incident Communications / Major Incident tooling
- On-call scheduling
- Notifications & event-driven automation
- Outage management
Preferred:
- ServiceNow CSA or Implementation certifications
- ITIL 4 Foundation
- Experience with HAM, CMDB, and integrations
- Experience in complex environments and Agile delivery
Basic Qualifications:
- U.S. Citizenship Required
Red River offers a competitive salary, excellent benefits and an exceptional work environment. You can review our benefit offerings here. If you are ready to join a growing company, please submit your resume and cover letter (optional).
