Configure workflows using Flow Designer and to automate ITSM processes and improve operational efficiency.
Develop and maintain platform customizations such as Business Rules, Script Includes, Client Scripts, UI Policies, ACLs, and Notifications.
Implement and enhance Service Catalog items, Record Producers, and approvals aligned with business requirements.
Integrate ServiceNow ITSM with external systems using REST/SOAP APIs, IntegrationHub, and MID Server where applicable.
Collaborate with ITIL process owners to ensure ITSM implementations align with best practices and organizational standards.
Perform code reviews, manage Update Sets, support release cycles, and ensure adherence to ServiceNow development best practices.
Provide L2/L3 support for ITSM-related production issues, including troubleshooting and root cause analysis.
Create technical documentation, solution designs, and knowledge articles for developed solutions.
Support platform upgrades, patching activities, and regression testing (ATF basics).
Job Qualifications
Experience Level: 6-9 years of ServiceNow development experience with strong ITSM focus.
Education Level: Bachelor’s degree in Engineering, Computer Science, or related discipline.
Strong experience in core ITSM modules: Incident, Problem, Change, Request, Knowledge, and Service Catalog.
Proficiency in JavaScript and ServiceNow scripting (Glide APIs, Script Includes, Business Rules, Client Scripts).
Experience with Flow Designer, approvals, SLAs, notifications, and UI configuration.
Solid understanding of ITIL concepts and ITSM processes.
Experience working with ServiceNow SDLC practices including Update Sets, instance management, and release processes.
Ability to troubleshoot complex issues and optimize existing implementations for performance and maintainability.
Strong scripting skills in JavaScript and Glide APIs.
Experience with MID Server configuration and troubleshooting.
Experience integrating monitoring tools such as Dynatrace, AppDynamics, SolarWinds, Splunk, or similar.
ServiceNow certifications such as CSA, CIS-ITSM, or ITIL Foundation.
Experience with Performance Analytics, Virtual Agent, or Service Portal/Employee Center.
Exposure to CMDB and its relationship with ITSM processes.
Experience in agile delivery environments and collaboration with cross-functional teams.
Familiarity with ServiceNow best practices for upgrades and instance health.
Familiarity with ATF, ServiceNow release management, and instance management.
Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.
