Full Job Description
Contributes to the design, development, and support of the ServiceNow platform, delivering reliable and scalable solutions aligned to enterprise standards. This role is accountable for resolving platform incidents within established service-level expectations, maintaining strong compliance with change and release governance controls, and contributing to sustained platform availability. Success is demonstrated through high first-pass quality on code reviews and peer-reviewed configurations, reliable CMDB data accuracy for supported configuration items, and a measurable reduction in recurring incidents driven by proactive trend analysis and long-term platform improvements. The role ensures lifecycle activities-including upgrades, deployments, and patching-are completed cleanly and without audit findings, supports integration reliability across enterprise systems, and contributes to team knowledge through documented resolutions and peer mentoring.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.
ullets Performs problem tracking, diagnosis, root cause analysis, and resolution for complex issues within the ServiceNow platform, including ITSM and custom applications, leveraging development and debugging activities.
ullets Responds to incidents and service tickets in a timely manner, troubleshooting and resolving platform issues while documenting actions and outcomes.
ullets Analyzes trends in incidents and platform performance, recommending long-term improvements and enhancements to ServiceNow capabilities and stability.
ullets Develops and enhances ServiceNow ITSM modules and integrations, applying platform best practices in configuration, development, and engineering standards.
ullets Monitors platform health, reliability, and performance, proactively identifying risks and implementing preventative solutions.
ullets Supports integrations with enterprise systems using standard ServiceNow integration tools and frameworks.
ullets Participates in change, release, and lifecycle management (deployments, upgrades, instance management), ensuring alignment with governance and risk controls.
ullets Collaborates with cross-functional teams and stakeholders to gather requirements and deliver scalable ServiceNow solutions aligned to business needs.
ullets Documents end-user interactions, communicates issue status, and may engage with vendors to support resolution efforts.
ullets Supports CMDB, data integrity, and audit/compliance activities, ensuring accuracy and adherence to enterprise standards.
ullets Acts as a resource for less experienced team members, contributing to knowledge sharing, peer reviews, and code quality improvements.
ullets Leads moderately complex initiatives and contributes to broader platform improvements within the ServiceNow ITSM environment.
Qualifications
Required Qualifications
The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. Bachelor's degree in computer science, Software Engineering, or related field with 5 years of relevant experience or equivalent education and training.
2. In-depth knowledge of information systems and ability to identify, apply, and implement IT best practices.
Preferred Qualifications
1. ServiceNow Certified System Administrator (CSA) and preferably one additional ServiceNow certification (e.g., CIS-ITSM or equivalent).
2. Experience developing and configuring ServiceNow solutions, including workflows, Flow Designer, and scripting.
3. Familiarity with ServiceNow platform lifecycle activities, including releases, upgrades, and environment management.
4. Experience working with ServiceNow integrations using REST/SOAP APIs and integration tools.
5. Understanding of ServiceNow data model concepts, including CMDB and CSDM fundamentals.
6. Experience working within a regulated or controlled environment with audit and compliance considerations.
7. Banking or financial services experience.
