ServiceNow ITSM Developer

We are seeking a highly experienced Service Now ITSM Developer to support the design, development, and operational excellence of the organization’s Service Now 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 Service Now.

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 Service Now ITSM Developer will work closely with Service Now 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.

Ideal candidates will possess the following skills and come prepared to discuss how they have experienced each of these areas in previous roles:

• Collaboration – You bring a collaborative spirit to all interactions with others; you work to ensure everyone around you is welcomed and positioned to do their best work; you view every Red River colleague as a member of one team.
• Creativity – You welcome new ideas and listen with the intent to understand; you are passionate and persistent in pursuit of innovative solutions; you value “brainstorming” as an expression.
• Empathy – You take the time to understand both the needs of your clients and your team members; you anticipate client needs and address issues effectively; you work to make each client feel valued and understood; you foster loyalty and a long‑term relationship.
• Integrity – You willingly receive and give feedback; you are open about what’s working and what needs to improve; you admit mistakes openly and share learnings widely.
• Judgment – You are intentional when making decisions, with an aim toward long‑term solutions rather than quick fixes; you rely on data, training, and collaboration with others to inform your decisions.
• Purpose – You exhibit courage in searching for the truth; you are willing to risk personal failure to help, or challenge the status‑quo, in the pursuit of excellence.
• Resilience – You thrive in rapidly changing circumstances; you adapt to change; you know when to include or elevate to others; you embrace a hard challenge.
• Selflessness – You are considerate when searching for new and different ideas; you seek what’s best for the team and organization; you discern how your actions could affect others; you seek to make those around you successful.

• Design and maintain scalable, secure, and maintainable Service Now 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

• 7+ years of Service Now experience focused on ITSM Modules
• ACTIVE Secret Clearance
• Strong development experience with ITSM modules and scripting
• Experience supporting production environments
• Strong understanding of Service Now architecture and ITIL

• Incident Management (including Major Incident Management)
• Request Management
• Problem Management
• Change Management/Change Enablement
• Knowledge Management
• Service Catalog

• Hardware Asset Management
• CMDB / Configuration…