About the Role
The Service Management Platform Team is charged with governing and simplifying Information Technology Service Management across multiple internal and external teams and business partners in relation to ServiceNow. This role is responsible for developing, managing, and directing ServiceNow support services to ensure they meet business needs and IT requirements.
The ServiceNow Developer will interface closely with Service Delivery, Product Owners, Architecture, and Solution Teams to design and implement IT Service Management solutions. This role supports the design, execution, and maintenance of ServiceNow integrations across multiple modules and works across technology teams, process owners, and business partners to define, execute, and manage application sustainment, enhancements, and new development.
Primary Purpose
The ServiceNow Developer will analyze, design, and implement capabilities on the ServiceNow platform. Work will range from small stories to large epics and is primarily focused on ITSM, while also spanning other ServiceNow modules and integrations.
The roadmap and backlog include:
Building new platform capabilities
Reducing technical debt by removing or limiting customizations
Returning functionality to out‐of‐box (OOB) where feasible
Improving usability and user experience across the platform, including mobile, portal, and UI enhancements
Enhancements in areas including but not limited to CMDB, Discovery, SecOps, ITOM, and CSM
This role participates fully in the development lifecycle and requires strong analytical skills, deep understanding of IT Service Management processes, and solid working knowledge of applications, infrastructure, networks, and business processes.
Key Responsibilities
Deliver new ServiceNow features with a strong focus on user experience and platform usability
Actively reduce technical debt and support platform modernization efforts
Design and implement solutions aligned with ServiceNow best practices and OOB capabilities
Develop and enhance ITSM processes, supporting mature and scalable workflows
Build, maintain, and enhance enterprise integrations (50+ existing integrations)
Utilize all ServiceNow integration patterns, including:
MID Server
REST/SOAP APIs
IntegrationHub spokes
Collaborate closely with Service Delivery teams and Product Owners to define and prioritize work
Support initiatives that enable adoption of new ServiceNow capabilities (e.g., Now Assist)
Ensure code quality, performance, and maintainability across solutions
Development Lifecycle & Delivery
Participate in the full SDLC: Dev → QA → UAT → Show Me (with Product Owners) → Production
Ensure testing is finalized and formally signed off prior to releases
Support a fast‐paced Agile environment with production releases occurring two days after Show Me
Participate in production release windows, typically Thursday nights between 1:00–4:00 AM ET (flexibility may be discussed)
Success measured through story completion and development accuracy within the Agile framework
Required Qualifications
Must‐Have
Strong ServiceNow scripting experience, including:
Glide API
Server and client scripts
Business rules
UI policies/actions
Flow Designer
ServiceNow Certified System Administrator (CSA)
Experience developing solutions across ITSM
Nice‐to‐Have
Experience with or exposure to:
CMDB, CSDM alignment, Discovery, service mapping
SecOps, ITOM, CSM
UX technologies such as Service Portal, UI Builder, Agent Workspace, and Mobile
Security concepts including ACLs
Additional ServiceNow certifications (CIS, CAD)
