What You'll Do
ServiceNow Development & Platform Support
(Approximately 70%)
Design, develop, configure, test, deploy, and support scalable solutions on the ServiceNow platform.
Build and maintain Flow Designer automations, Business Rules, Client Scripts, UI Policies, Script Includes, UI Actions, Catalog Items, Notifications, and custom applications.
Deliver enhancements supporting Customer Service Management (CSM), Strategic Portfolio Management (SPM/PPM), ITSM, Service Catalog, Customer Portal, and related business processes.
Develop and support integrations between ServiceNow and enterprise systems, particularly Salesforce and Jira.
Build integrations using REST APIs, IntegrationHub, web services, and other appropriate integration technologies.
Troubleshoot production issues, defects, integration failures, access requests, and platform incidents.
Perform root cause analysis and implement long-term solutions that improve platform stability and maintainability.
Support platform upgrades, patching, release activities, and regression testing.
Balance enhancement work, project delivery, support requests, operational tickets, and platform improvement initiatives.
Identify opportunities to streamline business processes through automation, workflow optimization, and AI-driven capabilities.
Communicate clear design, plans and status of work with ServiceNow team and Business Stakeholders via our Jira ticketing system.
Solution Design & Platform Architecture (Approximately 20%)
Translate business requests and functional requirements into scalable, maintainable, and supportable technical solutions.
Evaluate solution options and determine when to leverage out-of-the-box functionality versus custom development.
Design platform enhancements that consider security, performance, scalability, data integrity, and long-term supportability.
Assess impacts of proposed changes across ServiceNow modules, integrations, portals, users, and downstream systems.
Create and maintain technical designs, integration documentation, architecture diagrams, deployment procedures, and support documentation.
Review existing customizations and recommend opportunities to reduce technical debt and align with ServiceNow best practices.
Contribute to development standards, governance processes, code review practices, and release management activities.
Provide technical leadership and guidance on complex platform enhancements and projects.
Requirements Analysis & Stakeholder Partnership (Approximately 10%)
Work directly with business users, process owners, and Business Analysts to understand business needs and desired outcomes.
Help refine requirements and identify gaps, dependencies, risks, and technical considerations. Challenge assumptions when appropriate and recommend simpler or more sustainable approaches.
Participate in solution workshops, project discussions, demonstrations, and user acceptance testing activities.
Communicate clearly with technical and non-technical stakeholders across global teams.
Provide updates on progress, risks, dependencies, and technical recommendations.
Required Qualifications
6+ years of hands-on ServiceNow development experience.
Strong experience with
o Customer Service Management (CSM)
o Strategic Portfolio Management (SPM/PPM)
o ITSM
o Service Catalog
o Flow Designer
o JavaScript
o Business Rules
o Client Scripts
o Script Includes
o IntegrationHub
Experience designing and implementing enterprise ServiceNow solutions.
Experience integrating ServiceNow with Salesforce, Jira, and other enterprise applications.
Strong knowledge of REST APIs, JSON, web services, and system integrations.
Experience troubleshooting and supporting highly customized ServiceNow environments.
Experience creating technical design documents, architecture documentation, and support materials.
Experience performing testing and validation activities without reliance on a dedicated QA team.
Ability to independently manage multiple priorities and drive work forward with limited supervision.
Strong analytical, troubleshooting, and problem-solving skills.
Excellent verbal and written communication skills in English.
Preferred Qualifications
Experience supporting Customer Support and Professional Services organizations.
Experience with ServiceNow Customer Portals, Service Portal, or Employee Center.
Knowledge of CMDB and CSDM concepts.
Experience working alongside or transitioning responsibilities from ServiceNow consulting partners.
Experience conducting code reviews and mentoring other developers.
Experience supporting global organizations and distributed teams.
Exposure to Agile delivery methodologies.
ServiceNow Certified System Administrator (CSA).
ServiceNow Certified Application Developer (CAD).
Bonus points
Experience with ServiceNow AI, Now Assist, Virtual Agent, AI Agents, or Generative AI capabilities.
Experience implementing AI-enabled customer support or professional services workflows.
Experience designing automation solutions that improve operational efficiency and user experience.
Experience operating in both development and technical business analyst capacities.
Experience supporting digital transformation initiatives in enterprise environments.
ServiceNow Certified implementation specialist – customer service management (CIS – CSM)
Working Model
Must maintain regular overlap with North American business hours, including availability through approximately 11 AM Eastern Time.
Collaborate closely with teams across North America, Europe, and India.
Participate in support, enhancement, operational, and project-based initiatives.
Work in a fast-paced environment where initiative, ownership, and accountability are highly valued.
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